IT SPECIALIST  /  SENIOR IT SPECIALIST

INSTRUCTIONAL COMPUTING SERVICES

Technology Services

Technology Services at Illinois has an opening for an IT Specialist or Senior IT Specialist. We are looking for detail-oriented candidates to provide technical support for Instructional Computing Services(ICS). ICS supports computer labs, classrooms, and printing across campus. In this role, you will work across the organization and collaborate with team members, other campus units and vendors to support our services. Responsibilities include technical support, troubleshooting, creating documentation, interacting with customers, ensuring security compliance, and planning future upgrades. The ideal candidate enjoys working in a collaborative environment, providing excellent customer service, and continually learning new technologies.

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

This position provides support for the IT needs of approximately 1000 computers and other IT related devices in numerous computer labs and classrooms across campus. Responsibilities include the daily administration, technical duties and customer support associated with the maintenance and utilization of workstations, instructional systems, printers and printing systems, and network infrastructure.

DUTIES & RESPONSIBILITIES

IT Specialist

• Technical support of large-scale teaching and learning environment.
  •  Administer and maintain computer workstations and printers.
  •  Install and configure workstations; maintain and upgrade Microsoft Windows and Mac OS workstations by utilizing Technology Services Endpoint Management Systems including but not limited to: MECM, Workspace One, Munki, and other tools as adopted.
  •  Package, deploy, support and maintain various specialty applications utilizing Endpoint Management Systems.
  •  Provide timely software and hardware support and troubleshooting, including resolving network-related issues in Technology Services supported labs.
  • Work collaboratively with IT professionals across campus to meet local unit needs and enhance the overall IT environment on campus.
  •  Configure user accounts, security groups and permissions in Microsoft Active Directory.
  •  Edit and maintain Group Policy Objects in Active Directory.
  •  Activation and troubleshooting of network ports.
  • Monitor workstations and systems for patching and respond to potential vulnerability security alerts.
  •  Monitor print supply inventory and recommend timing of replacement inventory.
  •  Assist with Papercut portal functions such as, reports, refunds, and research.
  •  Respond and troubleshoot A/V support requests in Tech Services Labs; and escalate more involved issues to the appropriate service team.
  •  Install, maintain, troubleshoot, and provide user support for VOIP (MS Teams) phones.
  •  Install, maintain, and troubleshoot external devices like scanners and Wacom tablets.

• Operational Support
  • Assist with the full life cycle of an endpoint from procurement and inventory, to setup and reporting, through proper disposal.
  • Assist in evaluating new and current technologies for possible enhancement of services to supported labs.
  • Assist in project planning for purchasing and deploying physical hardware and as well as upgrades to operating systems and applications.
  • Collaborate with representatives from ICS supported campus units.
  • Communicate to stakeholders about service offerings and issues.
  • Identify opportunities for duplication reduction and overlap in the services and technologies
  • Other duties as assigned

• Ensure excellent Customer Service throughout Technology Services.
  • Act as an advocate for customers of the service.
  • Apply and contribute to the creation and maintenance of service-based documentation.
  • Investigate and resolve customer satisfaction issues.
  • Work non-traditional hours and/or respond to on call requests to provide 24 x 7 service availability, as needed.

Senior IT Specialist

• Technical support of large-scale teaching and learning environment.
  • Install and configure workstations; maintain and upgrade Microsoft Windows and Mac OS workstations utilizing provided Endpoint Management Systems including but not limited to: MECM, Workspace ONE, Munki, and other tools as adopted.
  • Package, deploy, and support complex applications.
  • Provide timely software and hardware support and troubleshooting, including resolving network-related issues in supported computer labs and classrooms across campus.
  • Configure user accounts, security groups and permissions in Microsoft Active Directory.
  • Manage, edit and maintain Group Policy Objects in Active Directory.
  • Create and manage networks, including activation of ports, troubleshooting, and resolving problems.
  • Monitor workstations and systems for patching and respond to potential vulnerability security alerts.
  • Monitor print supply inventory and recommend timing of replacement inventory.
  • Perform Papercut portal administration in addition to reports, refunds, and research.
  • Respond and troubleshoot A/V support requests in Tech Services Labs; and escalate more involved issues to the appropriate service team.
  • Install, maintain, troubleshoot, and provide user support for VOIP (MS Teams) phones.
  • Install, maintain, and troubleshoot external devices like scanners and Wacom tablets.

• Operational Support
  •  Plan for disaster recovery and business continuity as deemed appropriate to the visibility, importance, and risk factors of the IT service.
  • Responsible for the full life cycle of an endpoint from procurement and inventory, to setup and reporting, through proper disposal.
  • Communicate with vendors or other third parties using predefined methods for ticket submission, support, and enhancement requests; escalate issues with those parties in an agreed upon manner.
  • Generate and approve analysis documents of technical issues.
  • Act as a liaison to other campus IT groups, coordinate resource sharing and collaboration with other campus IT units to ensure their needs are met.
  • Identify opportunities for duplication reduction and overlap in the services and technologies.
  • Evaluate new and current technologies for possible enhancement of services to supported labs.
  • Responsible for project planning for purchasing and deploying physical hardware and as well as upgrades to operating systems and applications.
  • Communicate to stakeholders about service offerings and issues.
  • Other duties as assigned.

• Ensure excellent Customer Service throughout Technology Services.
  • Act as an advocate for customers of the service.
  • Apply and contribute to the creation and maintenance of service-based documentation.
  • Investigate and resolve customer satisfaction issues.
  • Work non-traditional hours and/or respond to on call requests to provide 24 x 7 service availability, as needed.

MINIMUM QUALIFICATIONS

IT Specialist

•  Two years 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-year
  • Associate Degree equals eighteen months
  • 90 semester hours equals two years
  • Bachelor’s Degree equals three years

Senior IT Specialist

•  Four years 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-year
  • Associate Degree equals eighteen months
  • 90 semester hours equals two years
  • Bachelor’s Degree equals three years
•   Demonstrated experience providing desktop support and deployment tools used in conjunction with Windows, macOS or mobile devices - such as Microsoft Endpoint Configuration Manager (MECM)), Intune, Workspace One, or Munki.

PREFERRED QUALIFICATIONS

IT Specialist

•  Experience with Windows or Macintosh desktop operating systems.
• Experience utilizing endpoint services management and deployment tools used in conjunction with Windows, macOS or mobile devices - such as Microsoft Endpoint Configuration Manager (MECM), Intune, Munki, or Workspace ONE.
• Experience troubleshooting computer hardware and ability to fix/replace/reconfigure the hardware.
• Experience with Active Directory or Azure Active Directory.
• Understanding of foundational networking technologies such as DHCP, DNS, PXE, Netboot, multicast.
• Basic knowledge of managing operational projects.
• Basic scripting experience in at least one relevant language such as PowerShell, Bash, Python
• Basic experience with SQL, WQL and/or SSRS.
• Experience packaging applications for use in an endpoint management system.
• Demonstrated willingness to learn and is self- motivated.
• Ability to work well independently and with a team of technical staff
• Ability to learn new computer software applications quickly.
• Demonstrated willingness to learn and is self- motivated.

Senior IT Specialist

•  In-depth knowledge of Windows and macOS that includes the ability to diagnose and correct issues as they arise.
• Demonstrated experience with at least one enterprise endpoint management system such as MECM, Intune, Workspace One, Munki, BigFix, etc.
• Demonstrated experience with Active Directory or Azure Active Directory.
• Experience troubleshooting computer hardware and ability to fix/replace/reconfigure the hardware.
• Experience and knowledge managing operational projects.
• Demonstrated experience with foundational networking technologies such as DHCP, DNS, PXE, Netboot, multicast.
• Programming experience in at least one relevant language such as PowerShell, Bash, Z shell, Python, Azure CLI, Azure Cloud Shell.
• Experience with SQL, WQL and/or SSRS.
• Experience packaging complex applications for use in an endpoint management system.
• Ability to work well independently and with a team of technical staff.
• Experience participating in diverse workgroups.
• Ability to exercise initiative, use independent judgement, and work and communicate well with a widely diverse population of customers and co-workers.

 Appointment Information

This is a 100% full-time Civil Service 5031 - Information Technology Technical Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after 12/4/2023. Salary range starts $60,000 for the Specialist level and $70,000 for the Senior level with final amount commensurate with experience.

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 Wednesday, November 22. 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: 1021109
Job Category: Technical
Apply at: https://jobs.illinois.edu