Help Desk Specialist - College of Applied Health Sciences (139468)

Job description

Description:

Help Desk Specialist
College of Applied Health Sciences
University of Illinois at Urbana-Champaign

The College of Applied Health Sciences (AHS) (http://www.ahs.illinois.edu) at the University of Illinois at Urbana-Champaign invites applications to join our Office of Information, Security, and Technology as a help desk specialist. This person will provide IT help desk support services for the College's faculty, staff, and students.

The College of Applied Health Sciences would like all applicants to consider applying for the Associate Help Desk Specialist - College of Applied Health Sciences (139466).

The mission of the College of Applied Health Sciences is to advance research, instruction and public engagement that promotes the development of healthy, livable communities, facilitates optimal living with disability, and promotes health and wellness across the lifespan and throughout a diverse society. The College's academic units include Kinesiology & Community Health; Recreation, Sport & Tourism; and Speech & Hearing Sciences. The College also includes an interdisciplinary center, the Center on Health, Aging and Disability, and College faculty are active in interdisciplinary faculty collaborations with colleagues across the campus.

The Division of Disability Resources and Educational Services (DRES) is a division of the College of Applied Health Sciences. DRES provides educational accommodations and support services for more than 2300 students with disabilities, including Beckwith Residential Support Services and para-transit, as well as world renowned para-athletic programs. The college also is home to the Chez Veterans Center (CVC). CVC provides residential and non- residential services and activities to support military-connected students and their families, with a particular emphasis on student-veterans with disabilities.

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.

Major Duties and Responsibilities

Desktop Support

• Serve as first point of contact for users with technology requests and service issues
• Resolve most requests and issues independently and by using previously gained experience with identical or similar issues
• Gather information and track issues using a ticket system to report customer feedback, identify problems and trends, and suggest resolutions
• Create and maintain end user documentation
• Create and maintain technical documentation for technology staff
• Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity

Software Support

• Provide support and training for assigned unit specific applications
• Generate and compile reports for assigned unit specific applications

Audio Visual Support

• Provide assistance, training, and troubleshooting for on-loan and fixed audio-visual equipment

Account Management

• Assist staff with initial user account setup and access
• Work with or serve as Unit Security Contact for providing systems account provisioning and termination.

Other Duties

• Act as subject matter expert for the unit within at least one technology area
• Assume appropriate related additional duties to further the mission of the unit
• Provide assistance with special technology projects and Service Desk reports as directed

Qualifications

Education:

Required: See required experience for education information.

Preferred: Bachelor’s degree or higher in information technology or computer science

Experience

Required:

• Any combination totaling two (2) years from the following categories:
• Progressively more responsible work experience in IT-related profession
• College course work in Information Technology (IT), IT Management, or a closely related discipline, as measured by the following conversion table or its proportional equivalent:
• 60 semester hours or Associate's Degree equals one year
• 90-120 semester hours or Bachelor's Degree equals two years

Demonstrated professional experience in:

• Providing customer service to individuals in-person, over the phone, and through email or chat tools
• Using a trouble ticket system or other automated work tracking software
• Supporting Microsoft Windows, Microsoft Office applications, and Adobe applications
• Supporting audio visual equipment
• Providing employee technical training
• Using Microsoft Active Directory, specifically group and user management
• Working in a fast-paced environment responding to multiple requests and deadlines
• Supporting mobile technology platforms (Examples: tablets, iPads, smartphones)

Preferred:

• Experience troubleshooting Apple OS and iOS in an enterprise environment
• Experience in a higher education environment

Training, Licenses or Certifications:

Preferred: CompTIA A+ Certification, Help Desk Institute Support Center Analyst Certification, or similar

Salary and Appointment Information

This is a full-time Civil Service IT Technical Associate position appointed on a twelve (12) month service basis. The expected start date is as soon as possible after the closing date. Salary is commensurate with experience and qualifications.

Application Procedures and Deadline Information

Applications must be received by January 25, 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.

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 Associate's degree or higher including Bachelor's and Master's degrees (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, please contact AHS HR at [email protected]. For questions regarding the application process, please contact 217-333-2137.

The College of Applied Health Sciences would like all applicants to consider applying for the Associate Help Desk Specialist - College of Applied Health Sciences (139466).

The University of Illinois conducts criminal background checks on all job candidates upon accepting 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:College of Applied Health Sciences Category:8-Technical Title:Help Desk Specialist - College of Applied Health Sciences (139468) Open Date:01/08/2021 Close Date:01/25/2021 Organization Name:ITAS

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