Associate Help Desk Specialist - Technology Services (138625)
Associate Help Desk Specialist
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 Technology Services Help Desk has an opening for an Associate Help Desk Specialist. 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, an interest in learning and a willingness to pass it on to others.
The University of Illinois is an Equal Opportunity, Affirmative Action employer that recruits and hires qualified candidates without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status. For more information, visit http://go.illinois.edu/EEO.
PRIMARY POSITION FUNCTION/SUMMARY: [Statement of duties and responsibilities]
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 AND 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.
Required: See required Experience for education information
Required: 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 (1) year.
- Experience working in an IT environment in Higher Education
- Experience working in an IT Help Desk troubleshooting tickets
Successful candidates will have:
- 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.
SALARY AND APPOINTMENT INFORMATION
This is a full-time Civil Service IT Support Associate position appointed on a 12-month service basis. The expected start date is as soon as possible after November 10, 2020. Salary is commensurate with experience.
Applications must be received by November 10, 2020. 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 using the “Apply for Position” button below.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 for all degrees Associate's degree and higher (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 Rhonda Miller at [email protected] . [CCL1] 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.
The University of Illinois System requires candidates selected for hire to disclose any documented finding of sexual misconduct or sexual harassment and to authorize inquiries to current and former employers regarding findings of sexual misconduct or sexual harassment. For more information, visit Policy on Consideration of Sexual Misconduct in Prior Employment