Information Technology Support Associate - Technology Services (124804)
- Employer
- University of Illinois at Urbana-Champaign
- Location
- Champaign, IL
View more
- Administrative Jobs
- Institutional & Business Affairs, Clerical & Administrative Support
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
Information Technology Support Associate
Technology Services
University of Illinois at Urbana-Champaign
Illinois is a world leader in research, teaching, and public engagement. We serve the state, the nation, and the world by creating knowledge, preparing students for lives of impact, and addressing critical societal needs through the transfer and application of knowledge. Illinois is the place where we embrace difference. We embrace it because we value it. Illinois is especially interested in candidates who can contribute, through their research, teaching, and/or service, to the diversity and excellence of the Illinois community.
The University of Illinois is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply. For more information, visit http://go.illinois.edu/EEO.
This position is for a person seeking part-time (50%) employment who has great attention to detail and who can stay on task with constant interruptions. The job will require multi-tasking and working with both campus customers/non-campus customers via email and phone conversations. The work is performed in an office setting using the Pinnacle system to house all communication records. Duties also include working in the AT&T Express ordering and ticketing system as well as the F&S customer portal. Microsoft Office is preferred.
Primary Position Function/Summary
The function of this position is to support campus communications services by maintaining data documentation related to voice and data facilities and the campus communications infrastructure in appropriate data bases and to assist with coordinating installations and trouble reports.
Major Duties/Responsibilities
Act as a technical point of contact with internal department staff and campus customers, F&S, vendors, and external customers to include:
- Assist Assignment Desk technical resource to submit, follow up, and confirm resolution of technical issues for ESPN, Big Ten Network, and AT&T orders.
- Under supervision of Assignment Desk technical resource, act as a back-up to configure the AT&T switch to enable/disable the autodialing feature on emergency phones as relates to technical issues. The duties have a direct effect on E911 system; therefore, are high-risk and critical to campus security.
- As backup to primary gatekeeper from Technology Services Infrastructure team, uses knowledge of technical issue, accesses F&S Portal to direct work orders to appropriate craft specialty.
- Process financial, logistical, and billing for technical communication service requests.
Process technical documentation such as cable pair assignments, fire alarm circuits, fiber pair assignments, of campus distribution facilities (copper and fiber) for voice service, data service, local area networks and special services.
Provide support for CIMS Trouble Desk; process trouble calls by recording the appropriate information, dispatching necessary personnel to investigate and correct the problem or reroute to outside vendor, as appropriate.
Update assignment database for all wiring records for campus services ensuring that fiber data is accurately notated within Pinnacle.
Resolve discrepancies between physical and system assignments.
Maintain support documentation and forms necessary for Assignment Group support.
Perform related duties as assigned.
Position Requirements and Qualification
Education Required
See Experience required.
Experience Required
Any combination totaling one (1) year from the following categories:
A. progressively more responsible work experience in an Information Technology profession
B. college course work which included Information Technology (IT), or a closely related disciple, as measured by the following conversion table or its proportional equivalent:
- 60 semester hours or Associate’s Degree equals one (1) year
Experience Preferred
- Coordinate service orders/operate trouble desk
- Maintain database/resolve discrepancies
- Maintain technical documentation
Knowledge, Skills, and Abilities:
- Knowledge of database applications to track data.
- Good verbal and written communication skills.
- Excellent customer service skills.
- Knowledge of communication/networking industry standard terminology and procedures.
Salary and Appointment Information
This is a part-time (50%) Civil Service IT Support Associate position appointed on a 12-month service basis. The expected start date is as soon as possible after Monday, November 25, 2019. Salary is commensurate with experience.
To Apply:
Applications must be received by Monday, November 25, 2019. Apply for this position using the “Apply for Position” button below. If you have not applied before, you must create your candidate profile at http://jobs.illinois.edu. If you already have a profile, you will be redirected to that existing profile via email notification. To complete the application process:
Step 1) Submit the Staff Vacancy Application.
Step 2) Submit the Voluntary Self-Identification of Disability forms.
Step 3) Upload your cover letter, resume (months and years of employment must be included), and academic credentials (unofficial transcripts or diploma may be acceptable) and names/contact information for three references.
In order to be considered as a transfer candidate, you must apply for this position using the “Apply for Position” button below. Applications not submitted through this website will not be considered. For further information about this specific position, contact Debbie Malloch, 217-333-4222. For questions about the application process, please contact 217-333-2137.
The University of Illinois conducts criminal background checks on all job candidates upon acceptance of a contingent offer.
College Name or Administrative Unit:Office of the CIO Category:8-Technical Title:Information Technology Support Associate - Technology Services (124804) Open Date:11/08/2019 Close Date:11/25/2019 Organization Name:Infrastructure EngineeringOrganization
Since its founding in 1867, the University of Illinois at Urbana-Champaign has earned a reputation as a world-class leader in research, teaching, and public engagement.
Faculty
A talented and highly respected faculty is the University's most significant resource. Many are recognized for exceptional scholarship with memberships in such organizations as the American Academy of Arts and Sciences, the National Academy of Sciences, and the National Academy of Engineering.
Our faculty have been awarded Nobel Prizes, Pulitzer Prizes, and the Fields Medal in Mathematics.The success of our faculty is matched by that of our alumni: 11 are Nobel laureates and another 18 have won Pulitzer Prizes.
Academic Resources
Academic resources on campus are among the finest in the world. The University Library is one of the largest public university collections in the world with 11 million volumes in its 37 unit libraries. Annually, 53,000,000 people visit its online catalog. Students have access to thousands of computer terminals in classrooms, residence halls, and campus libraries for use in classroom instruction, study, and research.
Research
Students and scholars find the University an ideal place to conduct research. The Beckman Institute for Advanced Science and Technology is a model for interdisciplinary research, where eighteen research groups from sixteen University departments work within and across three broadly defined themes: biological intelligence, human-computer intelligent interaction, and molecular and electronic nanostructures. The University is also home to the National Center for Supercomputing Applications (NCSA).
Undergraduate Education
The University has a fundamental commitment to undergraduate education. Nearly 28,000 undergraduate students are enrolled in nine undergraduate divisions, which together offer some 4,000 courses in more than 150 fields of study.
Undergraduate admission is highly selective. In the 2001 freshman class, students in the middle 50% had ACT scores between 25 and 30 and ranked between the 83rd and 96th percentiles of their high school graduating classes.
The University enrolls over 9,000 graduate and professional students in more than 100 disciplines. It is among the top five universities in number of earned doctorates awarded annually in the United States.
Also integral to the University's mission is a commitment to public engagement. Each year about 65,000 Illinois residents participate in scores of conferences, institutes, courses, and workshops presented statewide. Research and class projects take students and professors off campus to share expertise and technical support with Illinois farmers, manufacturing firms, and businesses. In a typical year, student volunteers log more than 60,000 volunteer hours.
The Arts
A major center for the arts, the campus attracts dozens of nationally and internationally renowned artists each year to its widely acclaimed Krannert Center for the Performing Arts. The University also supports two major museums: the Krannert Art Museum and Kinkead Pavilion; and the Spurlock Museum, a museum of world history and culture.
Other major facilities include the multipurpose Assembly Hall (16,500 seats); Memorial Stadium (70,000 seats), site of Big Ten Conference football games; and the Intramural-Physical Education Building, one of the largest recreational facilities of its kind on a university campus.
Inclusive Illinois, one campus, many voices
Inclusive Illinois is the University’s commitment to cultivating a community at Illinois where everyone is welcomed, celebrated, and respected. Illinois is about how we value difference to make a difference. http://www.inclusiveillinois.illinois.edu/
As evidence of the University’s commitment to enhance the working, living, and learning environment for faculty, staff, and students, the University will encourage a standard of conduct and behavior that is consistent with the values of inclusivity. In an environment of inclusivity, there is no place for acts of hatred, intolerance, insensitivity, bigotry, threats of violence, harassment or discrimination.
Inclusive Illinois, one campus, many voices
Inclusive Illinois is the University’s commitment to cultivating a community at Illinois where everyone is welcomed, celebrated, and respected. Through education, engagement, and excellence, each voice creates the Inclusive Illinois Experience.
How can we appreciate difference to make a difference?
Illinois is the place where we embrace difference. We embrace it because we value it. We value it because we know that we have so much to learn from each other in our living, learning, and working environment.
Illinois is the place where we recognize the power of possibility and where great potential is realized. Inclusive Illinois is the vision of that place: a vision made real by leadership and commitment.
Illinois is the place where consensus is forged by discourse and where everyone’s contributions are recognized: significant contributions that elevate us because they are informed and enhanced by race, ethnicity, gender, sexual orientation and gender identity, age, physical ability, religion, class, and national origin. We are enriched by these perspectives, and we are united by the very discourse that brings these views together.
It is a process. It is transformative. And we celebrate the remarkable changes we set in motion here … taking an important step … crossing boundaries … starting with our own.
It all starts with each of us: with our willingness to embark on the journey in the search for answers, and with our openness and acceptance of the answers we find. Illinois is the place where it all comes together.
Learn more about how Inclusive Illinois promotes diversity here.
Commitment to Equal Opportunity
The commitment of the University to the most fundamental principles of academic freedom, equality of opportunity, and human dignity requires that decisions involving students and employees be based on individual merit and be free from invidious discrimination in all its forms, whether or not specifically prohibited by law. Among the forms of invidious discrimination prohibited by the University policy but not law is discrimination, including harassment, on the basis of sexual orientation. Complaints of invidious discrimination in violation of University policy are to be resolved within existing University procedures. The policy of the University of Illinois is to comply with all federal and state nondiscrimination, equal opportunity, and affirmative action laws, orders, and regulations. The University will not engage in discrimination or harassment against any person because of race, color, religion, sex, national origin, ancestry, age, marital status, disability, unfavorable discharge from the military, or status as a disabled veteran or a veteran of the Vietnam era. This nondiscrimination policy applies to admissions, employment, and access to and treatment in University programs and activities
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