ASSOCIATE HELP DESK SPECIALIST

Technology Services

The Associate Help Desk Specialist provides technical expertise and support in a highly technical campus environment. We are looking for candidates with high technical competency, strong communication skills, and an interest in learning and a willingness to pass it on to others.

Technology Services provides campus-wide technology solutions that support the teaching, learning, and research missions of the University of Illinois at Urbana-Champaign. We invest in our staff to enable them to do their best work and prepare for inevitable changes in the technology landscape. We encourage and provide opportunities for continuous learning and development.

Why Work at Technology Services?

 Highlights of Employee Benefits (PDF)

Job Summary

Duties & 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.

Minimum Qualifications

• High school diploma or equivalent.
• One (1) year* of work experience in IT‐related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
  • *College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows:
    • 30 semester hours equals one (1) year
    • Associate’s Degree (60 semester hours) equals eighteen (18) months
    • 90 semester hours equals two (2) years
    • Bachelor’s Degree (120 semester hours) equals three (3) years)

Preferred Qualifications

• Experience working in an IT environment in Higher Education
• Experience working in an IT Help Desk troubleshooting tickets

Knowledge, Skills and Abilities

• 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.

Appointment Information

This is a 100% full-time, overtime nonexempt, Civil Service 5032 - Information Technology Support Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after 12/4/2023. Hourly rate starts at ~$23.07/hr ($45,000 annual) with the final rate commensurate with experience.

Visa sponsorship is not available for this position.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (CST) on Thursday, October 26th. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment.

For further information about this specific position, please contact Samantha Willits-Rosten at swill9@illinois.edu or 217-300-9188. For questions regarding the application process, please contact 217-333-2137.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, COVID-19 vaccination requirement, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.

Requisition ID: 1020775
Job Category: Technical
Apply at: https://jobs.illinois.edu