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This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12483852 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

1. High school diploma or equivalent.
2. 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:
   1. 30 semester hours equals one (1) year
   2. Associate\'s Degree (60 semester h urs) equals eighteen (18) months
   3. 90 semester hours equals two (2) years
   4. Bachelor\'s Degree (120 semester hours) equals three (3) years)
3. 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 init