Help Desk Specialist - Technology Services University of Illinois at Urbana-Champaign in Urbana, IL

Apply Now Type:

Full-Time

Salary:

salary range for the Help Desk Specialist is $52,000.000 to $60,000.00

Posted:

01/28/2025

Category:

IT Support and Training Help Desk Specialist Technology Services - University of Illinois Urbana Champaign We are seeking a knowledgeable and motivated IT professional to join our team as a Help Desk Specialist (IT Technical Associate). In this role, you will apply your technical expertise to provide exceptional support to end-users and contribute to the improvement of IT tools and processes. The ideal candidate will have a strong foundation in IT systems, excellent problem-solving skills, and a collaborative mindset to work effectively within a team. If you're passionate about technology and ready to take the next step in your IT career, this is a great opportunity to grow and make an impact! Work for this position will be expected to work at the University of Illinois Urbana-Champaign campus on a full-time basis per the University's Workplace Flexibility policy. Sponsorship for work authorization is not available for this position. Why Work at Technology Services? Highlights of Employee Benefits Job Summary Help Desk Specialists provide technical expertise in a highly technical campus environment in the areas of data and networking, applications, security, and computing. Assists in daily operations associated with Technology Services service support including prevention, minimization, and elimination of problems and incidents. Duties & Responsibilities Processes/resolves/documents requests, incidents, and inquiries in Tier 2 based on specialized knowledge of systems and software. Independently determines escalation of requests, incidents, and inquiries to service administrators/Tier 2 Support. In collaboration with the Manager, identify trends and translate non-technical service issues from customers and Help Desk Tier 1 into potential problem tickets. Recommend process and service improvements to improve efficiency and customer service, such as preventing issues or resolving them at a lower tier of support. Assists with the development of Technology Services service lifecycle processes; creates Knowledge Base materials for use within Tier 1 and 2; provision and de-provision accounts; assists in the development of new and existing incident management processes. Receives and tracks requests, incidents, and inquires; analyzes and interprets requests, incidents, and inquires Research and troubleshoot requests, incidents and inquires for Tier 1 and Tier 2. Provides feedback to Tier 1 staff (IT Support Associates and/or students) on their work and incident management best practices. Participate in the evaluation of student workers. Develops and/or provide training on Technology Services process and tools, particularly to Help Desk Tier 1 staff. Provide guidance and cultivate technical and customer service skills in less experienced staff. Performs Audiovisual (AV) checks in general assignment classrooms on campus. Completes classroom trainings on AV equipment in general assignment classrooms on campus. Serves on cross-department functional teams to resolve problems and noticeable trends; serves on special projects providing technical leadership.

Physical Demands Sitting :

Constantly Specialty Factors High school diploma or equivalent. Two (2) 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 (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) Demonstrated experience in IT User/Customer Support or in a Help Desk support role. Preferred Qualifications Three years overall IT experience with one year being in Higher Education. A general understanding of the structure of the university including various colleges, offices and departments and their function. Experience working in an IT Help Desk troubleshooting tickets. Knowledge, Skills and Abilities Understands and has the ability to use many different computer software programs and on-line databases such as but not limited to: Microsoft Office Suite, Microsoft Unified Communications (Outlook Exchange, Skype for Business, Teams), Box, knowledgebase, and customer request ticketing/tracking systems. Ability to handle emergency situations in a calm and efficient manner, work with numerous interruptions and to multitask, work with others cooperatively, provide a positive customer service experience to those with inquires, adapt quickly to frequently changing policies. Ability to exercise initiative, use independent judgment, work with and communicate well with a widely diverse population of customers and coworkers. Excellent written and verbal communication skills. Extensive organizational and time-management skills. 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 the closing date. The budgeted salary range for the Help Desk Specialist is $52,000.000 to $60,000.00. Salary is commensurate with experience. Sponsorship for work authorization is not available for this position. Work for this position will be expected to work at the University of Illinois Urbana-Champaign campus on a full-time basis per the University's Workplace Flexibility policy. 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 (Central Time) on February 10, 2025. 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. 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 names/contact information for three references. For further information about this specific position, please contact Dallas Johnson at [email protected]. For questions regarding the application process, please contact 217-333-2137. The University of Illinois offers a very competitive benefits portfolio, depending on the position. Click for a complete list of Employee Benefits. 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. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. 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 [email protected].

Requisition ID:

1029013

Job Category:

Technical Apply at: https://jobs.illinois.edu The University of Illinois is an Equal Opportunity/Affirmative Action Employer. The administration, faculty and staff embrace diversity and are committed to attracting qualified candidates who also embrace and value diversity and inclusivity. Apply Now