Associate Help Desk Specialist

Technology Services

University of Illinois at Urbana-Champaign

The Technology Services Help Desk has an opening for an IT Support Associate. This position provides technical expertise and support in a highly technical campus environment. We are looking for candidates with high technical competency, strong communication skills, and an interest in learning and a willingness to pass it on to others.

Why Work at Technology Services?
Highlights of Employee Benefits (PDF)

Job Summary

This position provides technical expertise in a highly technical campus environment in the areas of telecommunications, data and networking, applications, security, and computing. This position must analyze, process, and coordinate responses to service requests and inquiries, resolve incidents/trouble tickets and/or escalate help request to the proper support tier or functional group. Position involves a high level of customer service.

Duties & Responsibilities

• The incumbent answers telephone, email, chat and in-person inquiries, incidents, and service requests from external and internal sources to provide general, technical and/or procedural support to faculty, staff, and student clients as well as the community for services provided by Technology Services and general computing needs: receive and track, analyze and interpret, research and troubleshoot, process/resolve and/ or escalate requests, incidents and inquiries that fall outside of documented processes.
• Document actions using Technology Services ticketing system and/or Technology Services service management system as well as other internal tools and escalate unanswerable requests/inquiries/incidents along with appropriate documentation.
• Provide service information regarding feature/functionality, training opportunities and self-help information and documentation to campus users.
• Train and document performance of junior staff and student workers in order to maintain proper levels of customer service and support. Act as point of escalation for junior staff.
• Perform other duties as assigned including: Create support document for use within Technology Services, follow and propose alternatives to existing incident management, direct customers to existing documentation and advise management of any noticed customer needs or problems affecting services provided by Technology Services as well as suggest alternatives, serve on cross department functional team, serve on special projects, provide technical leadership, obtain basic training and certifications, and participate in seminars, classes and staff meetings.

Minimum Qualifications

• One year of progressively more responsible work experience in an Information Technology (IT) related profession.
• College course work which included Information Technology (IT), IT Management, or a closely related discipline may be substituted as follows: 60 semester hours or Associate's Degree equals one year.

Preferred Qualifications

• Experience working in an IT environment in Higher Education.
• Experience working in an IT Help Desk troubleshooting tickets.

Knowledge, Skills, and Abilities

• General understanding and ability to use different computer software programs and on-line databases such as: Microsoft Office Suite, Microsoft Unified Communications (Outlook Exchange), Box, Knowledge Base, and ticketing system.
• Ability to provide a positive customer service experience to those with inquiries. Ability to handle emergency situations in a calm and efficient manner.
• Ability to work with others cooperatively.
• Excellent written and verbal communication skills. Demonstrated organizational and time-management skills.
• Ability to adapt quickly to frequently changing policies.
• Ability to exercise initiative, use independent judgment, work and communicate well with a widely diverse population of customers and co-workers.
• Demonstrated problems solving skills.

Appointment Information
This is a 100% full-time Civil Service 5032 - Information Technology Support Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after the closing date. Salary is commensurate with experience. The salary range starts at $44,000 with final amount determined by experience.

Immigration sponsorship is not available for this position.
For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Application Procedures & Deadline Information
Applications must be received by 6:00 pm (CST) on Friday, March 3, 2023. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position.

To complete the application process:
1) Submit the Staff Vacancy Application using the "Apply Now" button at the top or bottom of the page.
2) Submit the Voluntary Self-Identification of Disability forms.
3) Upload your cover letter, resume (months and years of employment must be included), and names/contact information for three professional references.

Applications not submitted through https://jobs.illinois.edu will not be considered. For further information about this specific position, please contact Phil Stanton, Technology Services HR at prstanto@illinois.edu or 217-244-5037. For questions regarding the application process, please contact 217-333-2137.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, COVID-19 vaccination requirement, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.

Requisition ID: 1015951
Job Category: Technical
Apply at: https://jobs.illinois.edu