Associate IT Specialist

ACES Technology Services, College of ACES

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Job Summary

Provide end-user workstation, application, and system support for assigned departments and users within the College of ACES, which includes focusing on one or more of the following: administrative business and academic operations, classrooms and instructional labs, or research computing/HPC. Includes managing file and print shares, wired networks, and ACES specific software and licensing.

Duties & Responsibilities

Customer Service and Support

• Deliver excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.
• Monitor the request tracking system for new requests, update the request system regularly, and assist in assigning requests to appropriate individuals.
• Work on a team of IT professionals supporting the instructional, research, or administrative customers in the College of ACES and the departments in the college.
• Assist faculty and other research staff with installation, maintenance, and troubleshooting of software and computers utilized in a research capacity, including instrument- connected computers and computers facilitating agricultural, consumer, and environmental research.
• Work with units, teams, and individuals to provide the unique technological needs for their instructional, research, and administrative technology environment. Develop documentation and training resources for peers and for faculty and staff in the college.
• Work to build relationships with customer community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings. • Work to resolve customer satisfaction issues.

System and Network Support
• Assist in the full life cycle of IT systems and products (hardware/software deployment) including purchasing, installation, tracking, and disposal/surplus.
• Analyze functional and performance issues associated with use of technology, collaborate with peers on possible solutions and implement corrective actions in a timely manner.
• Consult with customers on installation and use of software applications.
• Provide customer assistance with network connectivity, administer local building networks, and manage DNS and DHCP for departmental networks.
• Assist in the use of varied computing and communications technology.

Organizational Support
• Interact with various teams within ACES Technology Services (ATS) to ensure outstanding service delivery to the customers.
• As needed, supervise student/hourly employees, including assignment of tasks, performance management, etc.
• Maintain awareness of centrally provided services and assist customers with those services.
• Serve on cross-functional teams.

Project Management
• Assist on projects at the organizational, divisional, or team level.

Other duties as assigned.

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
• Bachelor's degree in Information Technology or a closely related discipline.
• Four years of experience working in an Academic IT environment. Experience in end point management systems like SCCM and/or MDT
• Experience in the use of Microsoft Active Directory, LDAP, or other directory services.
• Experience scripting or programming in at least one format or language.
• Experience with two or more operating system platforms.
• Experience installing and maintaining specialized research software like ArcGIS, R, SAS, SPSS.

Knowledge, Skills and Abilities
• Ability to troubleshoot common desktop and mobile computing applications and hardware.
• Knowledge of basic networking concepts.
• Knowledge of basic IT security concepts.
• Excellent communication skills in written and in-person interactions.
• Ability to handle multiple priorities.

Appointment Information

This is a 100% full-time Civil Service 5032 - Information Technology Support Associate position, appointed on a 12-month basis. The expected start date is as soon as possible. Three positions may be available. Salary is competitive and commensurate with qualifications and experience, while also considering internal equity. The salary range for this position is $45,000 to $53,000. Sponsorship for work authorization is not available for this position. Out-of-state candidates must establish Illinois residency within 180 calendar days of the start date for this position. Illinois residency requires proof of a valid Illinois Driver’s License or state of Illinois ID Card. Failure to produce the required documentation within 180 calendar days will result in immediate termination of employment.

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 October 4, 2024. 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 Archana Poovendran at archanap@illinois.edu. 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, 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.