IT Support Associate - Technology Services (142690)

Job description


IT Support Associate

Technology Services

University of Illinois at Urbana-Champaign

Technology services is looking to hire an IT Support Associate. This position requires attention to detail, advanced computer skills that allow one to use and understand proprietary software specifically related to this IT field. The individual hired for this position needs to be able to handle frequent interruptions with the ability to return to their work in progress. This position works with field technicians, accounting personnel, networking personnel, business office staff, outside vendors, both on and off campus customers and Facilities & Services staff. This position may require a response to after-hours call outs.

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 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


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.


Act as a technical point of contact with internal department staff and campus customers, F&S, vendors, and external customers to include:

  1. Assist Assignment Desk technical resource to submit, follow up, and confirm resolution of technical issues for ESPN, Big Ten Network, and AT&T orders.
  2. 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.
  3. As backup to primary gatekeeper from Technology Services Infrastructure team, uses knowledge of technical issue, accesses F&S Portal to direct workorders to appropriate craft specialty.
  4. 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.


Experience and Education:

Required: Any combination totaling one (1) year from the following categories:

A. progressively more responsible work experience in an InformationTechnology 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

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.

Environmental Demands:

Work is performed in an office setting with extensive use of a computer. Work requires the ability to function while dealing with interruptions and distractions to meet the many day-to-day deadlines. Job responsibilities require independent judgment ability and ability to provide positive, top-quality customer service.


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 March 8, 2021. Salary is commensurate with experience.

To Apply:

Applications must be received by March 8, 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 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 (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] 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.

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

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.

College Name or Administrative Unit:Office of the CIO Category:8-Technical Title:IT Support Associate - Technology Services (142690) Open Date:02/22/2021 Close Date:03/08/2021 Organization Name:Infrastructure Engineering




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Job No:
Posted: 2/24/2021
Application Due: 3/8/2021
Work Type: Full Time