What are the responsibilities and job description for the Information Technology Support Associate II position at Governors State University (IL)?
JOB
Governors State University invites qualified candidates to apply for the position Information Technology Support Associate II for Information Technology Services at GovState. The primary focus of the Information Technology Support Associate II may be in the areas of computer operations, repair, imaging, deployment, user and desktop support (hardware and software), and service desk operations. Performs a variety of level 2 information technology support duties to ensure smooth delivery of technology services such as but not limited to computer imaging, delivery, repair and installation, printer deployment and repair, monitoring service desk ticket que, creating and resolving tickets, and various others as assigned. Monitors, operates, coordinates, assists and trains others in the operation of computer hardware, software, and peripherals to achieve desired results. Works independently with minimal supervision and may assist in training, scheduling and distributing work of other staff members, student workers, casuals and temporary workers. Updates supervisor on status of projects and technical issues. Exercises judgment and creativity in selecting and applying procedures correctly and determines when to refer problems to the supervisor or the next level of support. May provide information and training to students, staff, faculty, or general the public on established policies and procedures, or services provided.
EXAMPLE OF DUTIES
25% Service Desk / Call Center support of which includes, but not limited to, answering incoming Service Desk calls, interpret and assess caller needs, creating incident tickets, and customer follow-up.20% GovState computer support of which includes, but not limited to, hardware and software. installation, modification, deployment, and repair. Proactively troubleshoot functionality of ITS supported services and equipment. Address capability issues, security warnings and other critical scenarios.20% Independently provide property Control support of which includes, but not limited to, receiving and process GovState computer equipment and/or dispose of GovState computer equipment inventory according to GovState/ITS procedures.15% Independently perform equipment processing of which includes, but not limited to, coordinate, document, and process GovState computer equipment transfers between various department locations in accordance with GovState/ITS procedures.10% Assist Computer Lab Supervisor in ensuring student workers stay on task. Provide guidance and training to student workers as needed.10% Other duties as assigned of which include, but not limited to, participating in the administration of various applications.Other Responsibilities• Demonstrates knowledge and good judgment in matters of college policy and procedures.• Stays well informed regarding ITS developments.• Completes miscellaneous clerical functions, research, reports, and memos as requested.• Proactive Leader - Works well without close supervision and demonstrates initiative.• Assists with questions and problems courteously and promptly.Competencies• Reporting functions are completed accurately and timely, and in accordance with established policies and federal and state regulations.• Ensure visitors and telephone calls are professionally and courteously received and/or referred.• Maintain good public relations with outside contacts.• Maintain effective working relations with university personnel.• Ensure GovState's professional reputation is maintained.Hourly Rate Range: $26.16 - $30.09(This is a non-unionized position. Salary starts at the base and is determined based on Education and Experience exceeding the minimum qualifications).This position qualifies for an expansive suite of fringe benefits, including various insurance options, paid time off, retirement and investment options, and tuition waivers. Visit: https://www.govst.edu/benefits/.
SUPPLEMENTAL INFORMATION
The employee in this position must be able to move computer equipment. They must be able to lift and/or move boxes or equipment weighing up to 50 pounds.DOCUMENTATION REQUIREMENT: For consideration, applicants are required to attach the following: 1: High School Diploma (college transcript may be submitted in place of high school diploma).2: Online Application – Must be fully completed, include all dates of employment, employment status (full-time or if part-time, include percentages), job duties and responsibilities (full details).3: Cover Letter.4: Resume.5: A list of three Professional References (We will only contact your references if you are a finalist). RESIDENCY REQUIREMENT: Illinois residency is required within 180 days of the hire date. CREDENTIAL ASSESSMENT EXAM DETAILS: This vacancy involves a Credential Assessment Examination, which consists of reviewing and rating the applicant's Education, Experience, Licenses, and other qualifications. Applicants are required to provide electronic documentation as listed above to verify that the minimum qualifications for this position have been met. VETERAN’S PREFERENCE POINTS: Veterans may be eligible to receive additional points on a passing final examination score. To determine eligibility, submit one of the following documents to the Department of Human Resources: 1: Department of Defense – DD214 / DD215 2: National Guard – NGB22 Form 3: Discharge Orders 4: Reserves – DD256 Discharge Certificate Note: Documentation must be received by the closing date of this posting.
Governors State University invites qualified candidates to apply for the position Information Technology Support Associate II for Information Technology Services at GovState. The primary focus of the Information Technology Support Associate II may be in the areas of computer operations, repair, imaging, deployment, user and desktop support (hardware and software), and service desk operations. Performs a variety of level 2 information technology support duties to ensure smooth delivery of technology services such as but not limited to computer imaging, delivery, repair and installation, printer deployment and repair, monitoring service desk ticket que, creating and resolving tickets, and various others as assigned. Monitors, operates, coordinates, assists and trains others in the operation of computer hardware, software, and peripherals to achieve desired results. Works independently with minimal supervision and may assist in training, scheduling and distributing work of other staff members, student workers, casuals and temporary workers. Updates supervisor on status of projects and technical issues. Exercises judgment and creativity in selecting and applying procedures correctly and determines when to refer problems to the supervisor or the next level of support. May provide information and training to students, staff, faculty, or general the public on established policies and procedures, or services provided.
EXAMPLE OF DUTIES
25% Service Desk / Call Center support of which includes, but not limited to, answering incoming Service Desk calls, interpret and assess caller needs, creating incident tickets, and customer follow-up.20% GovState computer support of which includes, but not limited to, hardware and software. installation, modification, deployment, and repair. Proactively troubleshoot functionality of ITS supported services and equipment. Address capability issues, security warnings and other critical scenarios.20% Independently provide property Control support of which includes, but not limited to, receiving and process GovState computer equipment and/or dispose of GovState computer equipment inventory according to GovState/ITS procedures.15% Independently perform equipment processing of which includes, but not limited to, coordinate, document, and process GovState computer equipment transfers between various department locations in accordance with GovState/ITS procedures.10% Assist Computer Lab Supervisor in ensuring student workers stay on task. Provide guidance and training to student workers as needed.10% Other duties as assigned of which include, but not limited to, participating in the administration of various applications.Other Responsibilities• Demonstrates knowledge and good judgment in matters of college policy and procedures.• Stays well informed regarding ITS developments.• Completes miscellaneous clerical functions, research, reports, and memos as requested.• Proactive Leader - Works well without close supervision and demonstrates initiative.• Assists with questions and problems courteously and promptly.Competencies• Reporting functions are completed accurately and timely, and in accordance with established policies and federal and state regulations.• Ensure visitors and telephone calls are professionally and courteously received and/or referred.• Maintain good public relations with outside contacts.• Maintain effective working relations with university personnel.• Ensure GovState's professional reputation is maintained.Hourly Rate Range: $26.16 - $30.09(This is a non-unionized position. Salary starts at the base and is determined based on Education and Experience exceeding the minimum qualifications).This position qualifies for an expansive suite of fringe benefits, including various insurance options, paid time off, retirement and investment options, and tuition waivers. Visit: https://www.govst.edu/benefits/.
SUPPLEMENTAL INFORMATION
The employee in this position must be able to move computer equipment. They must be able to lift and/or move boxes or equipment weighing up to 50 pounds.DOCUMENTATION REQUIREMENT: For consideration, applicants are required to attach the following: 1: High School Diploma (college transcript may be submitted in place of high school diploma).2: Online Application – Must be fully completed, include all dates of employment, employment status (full-time or if part-time, include percentages), job duties and responsibilities (full details).3: Cover Letter.4: Resume.5: A list of three Professional References (We will only contact your references if you are a finalist). RESIDENCY REQUIREMENT: Illinois residency is required within 180 days of the hire date. CREDENTIAL ASSESSMENT EXAM DETAILS: This vacancy involves a Credential Assessment Examination, which consists of reviewing and rating the applicant's Education, Experience, Licenses, and other qualifications. Applicants are required to provide electronic documentation as listed above to verify that the minimum qualifications for this position have been met. VETERAN’S PREFERENCE POINTS: Veterans may be eligible to receive additional points on a passing final examination score. To determine eligibility, submit one of the following documents to the Department of Human Resources: 1: Department of Defense – DD214 / DD215 2: National Guard – NGB22 Form 3: Discharge Orders 4: Reserves – DD256 Discharge Certificate Note: Documentation must be received by the closing date of this posting.
Salary : $26 - $30
