Technology Support Center Analyst

Job description

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Job No: 511494
Work Type: On Campus
Location: Normal, Illinois

Title: Technology Support Center Analyst

Employee Classification: IT Support Associate

Department: Client Services

Campus Location: Normal, IL

General Summary

This position is part of the Technology Support Center team providing service desk and operations center services to the entire University population. The position would assist in the provision of all Technology Support Center services, including assisting users with technical issues through email, chat, web form, phone or in person contacts, accurately documenting, routing and escalating incidents, fulfilling service requests, providing timely and accurate outage notification reports according to established procedures, responding to system monitoring alerts and notifying system administrators according to established procedures.

This position will provide superior customer support for systems utilized by the entire campus as well as build and maintain appropriate levels of familiarity and skill with identified enterprise applications in order to provide immediate support and long term retention (knowledge base). Additionally, the position will serve as a communications channel between all departments related to the University enterprise systems.

The incumbent will learn, utilize, and continuously improve the service desk system used by the department for Information Technology Infrastructure Library (ITIL) functions (incident, change, problem, knowledge, and communication management).

Additional Information

Technology Solutions provides information technology products and services for the administrative and business functions of Illinois State University. Through our Technology Support Center and our highly trained staff, Technology Solutions looks to improve the campus experience for all students, faculty, staff, and the rest of the campus community.

Client Services provides computing support to the entire campus community. They diagnose and resolve information technology-related issues, including problems with network connectivity and ULID accounts.

Required Qualifications

1. High School Graduation or equivalent

2. Any combination totaling one year from the following categories:
a. Progressively more responsible work experience in an Information Technology (IT) related profession
b. College course work which included Information Technology (IT), 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)

3. Proven customer service skills and the ability to work with a diverse constituency

4. Ability to interact and work effectively in a team environment

5. Ability to critically reason through troubleshooting scenarios and possess a high degree of current technical knowledge on a variety of operating systems, applications, and mobile devices

6. Demonstrated ability to follow established procedures, even in a high-pressure situation

7. Ability to effectively multitask and self-manage assigned projects and daily tasks in an environment with shifting priorities

8. Excellent oral and written communication skills

9. Proven analytical problem-solving skills and the ability to research complex problems independently

10. Experience using Help Desk ticketing software.

11. Experience with incident troubleshooting escalation.

Desired Qualifications

1. Bachelor's degree, preferably in a technology discipline

2. Information Technology Infrastructure Library Foundation Certification

3. HDI Certification or similar

4. Experience with and aptitude for creation of knowledge base articles and/or technical documentation

5. Experience working with an incident tracking system

6. Experience providing support in a higher education environment

7. Experience supporting both Windows and Mac operating systems, as well as a variety of mobile operating systems (Android, iOS, etc.), common browsers and applications such as Microsoft Office

8. Experience working in a call center, preferably technical call center

Work Hours

This posting is for a swing shift position with regular hours of 12:00 PM - 8:30 PM Monday through Friday; every 6th week the schedule will be 12:00 PM - 8:30 PM Monday through Wednesday and 10:00 AM - 6:30 PM Saturday and Sunday.

Functional Expectations

Must be able to complete the following with or without a reasonable accommodation:
1. Remain at a workstation for extended periods.
2. Distinguish colors on a monitor.
3. Effectively communicate on a daily basis.

Proposed Starting Date

July 2021

Salary Rate / Pay Rate

$19.50 per hour

Required Applicant Documents

Cover Letter
Reference List

PLEASE NOTE: These documents are required to be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Optional Applicant Documents

Transcripts - See Special Instructions to Applicants for additional options
Certification of Retirement Annuity

PLEASE NOTE: These documents may be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Special Instructions for Applicants

Please fully complete the entire application including, but not limited to, the education and work experience portions. Please list all education and all jobs you have had. Do not leave gaps in employment. You must list all duties you performed in the job duties section (Phrases such as "See Resume" are not acceptable). Failure to follow any of these instructions may constitute an incomplete application. Incomplete applications will not be considered.

If you are using college or university coursework to qualify for this position, then college or university transcripts (may be unofficial) must be submitted prior to the application deadline in order to receive full consideration. Transcripts can either be uploaded with your application or submitted via the options listed below.

In order to be eligible for Veteran's Preference points on the exam, a copy of your DD-214 must be submitted prior to the application deadline.

Transcripts and/or DD-214 paperwork may be faxed or mailed to Human Resources by the application deadline:

Fax: 309.438.0011, Attn: Kira Shelton
Address: Illinois State University
Human Resources
Campus Box 1300
Normal, IL 61790-1300

The Civil Service examination for this classification is based on your application materials. No participation other than submission of applicant materials is required from applicants that qualify to take the exam. If you meet the minimum required qualifications for this position, you will receive a score calculated based on your education and experience, and your name will be placed on the active employment register by exam score. After the application deadline, the names within the top three scores will be referred to the department for interview. The active register for this classification will be voided when the position is filled.

Contact Information for Applicants

Kira Shelton
Human Resources
[email protected]
(309) 438-2120

Important Information for Applicants

If this position is Security Sensitive or if you are subject to a criminal background investigation based on University policy, employment is contingent upon you passing a satisfactory criminal background investigation. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.

Illinois State University is an Equal Opportunity/Affirmative Action Employer.

If you are an individual with a disability and need a reasonable accommodation under the Americans with Disabilities Act (ADA) or other state or federal law you may request an accommodation by contacting the Office of Equal Opportunity and Access at (309) 438-3383. The Office of Equal Opportunity and Access will hold any confidential information you provide in confidence.

If you are having difficulty accessing the system, please call Human Resources at (309) 438-8311.

Application Opened: 06/09/2021 10:00 AM CST
Application Closes: 06/22/2021 11:55 PM CST




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Job No:
Posted: 6/10/2021
Application Due: 6/22/2021
Work Type: Full Time