Description:

IT Field Consultant/Senior IT Field Consultant
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.

Technology Services has openings available for IT Field Consultants (Regular or Senior levels) which will be responsible for providing advice, consulting and technical support for campus academic, research, and administrative units; understanding the research, business, and learning environments of their assigned unit; determining the best fit of available IT services for the needs of the unit; specifying, acquiring and adapting technological solutions to unique unit requirements; and providing ongoing technical support. This position involves supporting both Windows based, and Macintosh based systems in an enterprise infrastructure environment; and deploying and maintaining various types of endpoints including servers, desktops, laptops, tablets, mobile devices, and printers.

Technology Services Field Consultants form a collaborative consulting team serving both central services and local settings. Consultants also act as members of a team, promoting common solutions and exchanging best practices in order to lower overall campus IT costs. Field consultants are a part of the Technology Services Field Consulting team within Technology Services at Illinois. Persons in these positions report to the Manager, IT Solution Services who reports to the Director, IT Support Services.

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:

IT Field Consultant

Responsible for understanding the research, business, and learning environment of their assigned unit, determining the best fit of available services for the needs of the unit, specifying, acquiring and adapting technological solutions to unique unit requirements, and providing ongoing technical support.

Senior IT Field Consultant

Responsible for understanding the research, business, and learning environment of their assigned unit, determining the best fit of available services for the needs of the unit, specifying, acquiring and adapting technological solutions to unique unit requirements, and providing ongoing technical support. Such activities may involve utilization and adaptation of centralized enterprise or academic computing services, or outsourced solutions, in which case consultants will be required to research, specify and negotiate with vendors on behalf of their units.

DUTIES AND RESPONSIBILITIES

IT Field Consultant

Provide Desktop and Local Infrastructure Support

• Analyze, develop, and apply selected IT services to research activities involving the storage, transmission and processing of data and application of technology to increase the effectiveness of faculty research, learning and teaching.
• Consult with faculty and staff on installation and use of software applications which also interface to or utilize network connections.
• Advise on use of varied computing and communications technology.
• May participate on cross-functional teams, with limited authority for final decision making. Help users find tools, software, to meet their needs.
• Solve IT problems with limited supervision.
• Document work details and time via weekly status report.

Ensure excellent Customer Service throughout the IT Field Consultant group.

• Understand the overall processes and procedures of the organization and make recommendations in the continual improvement of those processes and procedures, providing for management analysis and recommendations on continuous improvement.
• Partner with Technology Services IT Operations team by setting and managing the expectations of customers.
• Promote use of centralized services, acquire such services and adapt such services to unique needs of unit.
• Act as an advocate for Technology Services customers in service planning and deployment across the organization. Resolve customer satisfaction issues. Write documentation as required.

Research and planning

• Participate in planning, research, purchasing, and installation of future systems and products (hardware/software deployment).
• Work with units in establishing the unique technological needs for the unit’s learning and research environment.

Senior IT Field Consultant

Provide Desktop and Local Infrastructure Support

• Provide cost-benefit analysis of alternative solutions to centralized services where required but strongly promote use of cost-effective centralized services.
• Analyze functional and performance issues associated with unit’s use of technology, collaborate with peers on possible solutions and implement correction actions in a timely manner.
• Apply technology with minimum of supervision and using considerable evaluation, originality and/or ingenuity. Work on cross-functional teams, with limited authority for final decision making.
• Consult with users on installation and use of software applications which also interface to or utilize network connections, and optimize systems for best performance.
• Advise on use of varied computing and communications technology.
• Understand the mission of Technology Services, the Technology Services Field Consulting group, and the assigned department/working group. Understand the function and purpose of the assigned group and how this relates to other University unit and college functions and purposes. Is aware of how University requirements affect assigned unit requirements.
• Document work details and time via weekly status report.
• Consult with faculty and staff to find tools, software, to meet their needs. Identify and solve IT problems independently.

Promote excellent Customer Service throughout the IT Field Consultant group.

• Understand the overall processes and procedures of the organization and make recommendations in the continual improvement of those processes and procedures, providing for management analysis and recommendations on continuous improvement.
• Partner with Technology Services IT Operations team by setting and managing the expectations of customers.
• Promote use of centralized services, acquire such services and adapt such services to unique needs of unit.
• Act as an advocate for Technology Services customers in service planning and deployment across the organization. Resolve customer satisfaction issues. Write documentation as required.

Provide Server and Campus Infrastructure Support

• Work with units in establishing the unique technological needs for the unit’s learning and research environment.
• Administration and customization of centralized network services, local LAN switch management, unit level management of desktops, including unit strategies for best delivery of needed applications to unit.
• Collaborate with other IT professionals, both within and outside of consulting group, to achieve IT service success.

Research and planning

• Participate in planning, research, purchasing, and installation of IT systems and products (hardware/software deployment).
• Communicate IT services and strategies via presentations and documentation to supported users, college administrators, and IT peers.

QUALIFICATIONS

IT Field Consultant

Education and Experience Required:

• Three years of progressively more responsible work experience in an IT-related profession. College course work in Information Technology (IT), IT Management, or a closely related discipline may be substituted for years of experience as follows:
  • 60 semester hours or Associate’s Degree equals one year,
  • 90-120 semester hours or Bachelor’s Degree equals two years.
• Demonstrated professional work experience with Windows, Macintosh, or UNIX/Linux operating systems on TCP/IP networks; and providing IT solutions through Cloud service providers such as Box, Dropbox, OneDrive.

Education and Experience Preferred:

• Bachelor’s degree or higher
• Experience administering TCP/IP LANs.
• Server system administration experience.
• Experience diagnosing network problems and maintaining network security.
• Windows, Macintosh, or UNIX/Linux workstation administration experience.
• Training experience.
• Experience managing support staff or facilities.
• Experience in participating in diverse workgroups.

Senior IT Field Consultant

Education and Experience Required

• Five years of progressively more responsible work experience in an IT-related profession. College course work in Information Technology (IT), IT Management, or a closely related discipline may be substituted for years of experience as follows:
  • 60 semester hours or Associate’s Degree equals one year,
  • 90-120 semester hours or Bachelor’s Degree equals two years.
• Demonstrated professional work experience with the following:
  • Windows, Macintosh, or UNIX/Linux operating systems on TCP/IP networks
  • Administering TCP/IP LANS, server system administration
  • Diagnosing network problems and maintaining network security
  • Windows, Macintosh, or UNIX/Linux workstation administration
  • Providing IT solutions through Cloud service providers such as AWS, Azure, Box, Dropbox or OneDrive.

Education and Experience Preferred

• Bachelor’s degree or higher
• Training experience
• Experience managing IT support staff or facilities
• Experience in participating in diverse workgroups.

Training, Licenses or Certifications:

IT Field Consultant

Preferred: At least partial completion of an IT-related certification/training program such as Microsoft, Linux, Oracle, Project Management, U of I training cert, security, A+.

Senior IT Field Consultant

Required: At least partial completion of an IT related certification/training program such as Microsoft, Linux, Oracle, Project Management, U of I training cert, security, A+.

Knowledge, Skills, and Abilities:

IT Field Consultant
The preferred candidate will possess:

• Computing hardware aptitude.
• Demonstrated ability in effective communication and collaborating in a high performance team environment.
• Demonstrated commitment to customer service.

Senior IT Field Consultant
The preferred candidate will possess:

• Technically skilled with most, if not all, of the following concepts: RAID, server virtualization, desktop virtualization, networking (OSI Model), IT security, OS imaging, Active Directory, GPOs, and MS Office.
• Understand IT service processes and configuration management.
• Understand common network services such as DNS, DHCP, VoIP.
• Knowledge of scripting or programming in at least one language.
• Basic knowledge of network concepts like routing, switching, or wireless technologies.
• Basic knowledge of security concepts such as access control, authentication/authorization. Advanced Computing hardware aptitude.
• Demonstrated ability in effective communication and collaborating in a high performance team environment.
• Demonstrated commitment to customer service.
• Project Management skills.

SALARY AND APPOINTMENT INFORMATION

This is a full-time IT Technical Associate position appointed on a 12-month service basis. The expected start date is as soon as possible after January 20, 2021. Salary is commensurate with experience.

To Apply:

Applications must be received by February 3, 2021. 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 any degree attained Associate's, Bachelor's, Master's, and higher (unofficial transcripts or diploma may be acceptable), any IT related certification/training program (if applicable) such as Microsoft, Linux, Oracle, Project Management, U of I training cert, security, A+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 techsvc-hr@illinois.edu. 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.

As a qualifying federal contractor, the University of Illinois System uses E-Verify to verify employment eligibility.

College Name or Administrative Unit:Office of the CIO Category:8-Technical Title:IT Field Consultant/Senior IT Field Consultant - Technology Services (140181) Open Date:01/05/2021 Close Date:02/03/2021 Organization Name:Technology Services Support