This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/11829080 Associate Help Desk Specialist - Technology Services

University of Illinois at Urbana-Champaign

Are you ready to embark on an exciting journey in the world of IT? Technology Services at the University of Illinois is seeking passionate individuals with strong customer service skills to join our Help Desk team. As an entry-level IT Help Desk Technician, you\'ll have the opportunity to provide top-notch technical support to our faculty, staff, and students while gaining valuable experience and setting the foundation for a successful career in IT. If you\'re eager to learn and grow in a dynamic environment, we want you on our team! 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 Technology Services?

Why Illinois?

Job Summary

This position provides technical expertise in a highly technical campus environment in the areas of telecommunications, data and networking, applications, security, and computing. This position must analyze, process, and coordinate responses to service requests and inquiries, resolve incidents/trouble tickets and/or escalate help request to the proper support tier or functional group. Position involves a high level of customer service.

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

1. High school diploma or equivalent.
2. 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:
   1. 30 semester hours equals one (1) year,
   2. Associate\'s Degree (60 semester hours) equals eighteen (18) months,
   3. 90 seme ter hours equals two (2) years,
   4. 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 Civil Service 5032 - Information Technology Support Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after the closing date. The salary range starts at \$45,000.00 for the Associate Help Desk