Job Description
General Summary
This position is part of the Technology Support Center team providing service desk and operations center services to the entire University population. The position would assist in the provision of all Technology Support Center services, including assisting users with technical issues through email, chat, web form, phone or in person contacts, accurately documenting, routing and escalating incidents, fulfilling service requests, providing timely and accurate outage notification reports according to established procedures, responding to system monitoring alerts and notifying system administrators according to established procedures.
This position will provide superior customer support for systems utilized by the entire campus as well as build and maintain appropriate levels of familiarity and skill with identified enterprise applications in order to provide immediate support and long term retention (knowledge base). Additionally, the position will serve as a communications channel between all departments related to the University enterprise systems.
The incumbent will learn, utilize, and continuously improve the service desk system used by the department for Information Technology Infrastructure Library (ITIL) functions (incident, change, problem, knowledge, and communication management).
Additional Information
Technology Solutions provides information technology products and services for the administrative and business functions of Illinois State University. Through our Technology Support Center and our highly trained staff, Technology Solutions looks to improve the campus experience for all students, faculty, staff, and the rest of the campus community.
Client Services provides computing support to the entire campus community. They diagnose and resolve information technology-related issues, including problems with network connectivity and ULID accounts.
Qualifications
Required Qualifications
1. High School Graduation or equivalent
2. Any combination totaling one year from the following categories:
a. Progressively more responsible work experience in an Information Technology (IT) related profession
b. College course work which included Information Technology (IT), or a closely related discipline, as measured by the following conversion table or its proportional equivalent (60 semester hours or Associate's Degree equals one year)
3. Proven customer service skills and the ability to work with a diverse constituency
4. Ability to interact and work effectively in a team environment
5. Ability to critically reason through troubleshooting scenarios and possess a high degree of current technical knowledge on a variety of operating systems, applications, and mobile devices
6. Demonstrated ability to follow established procedures, even in a high-pressure situation
7. Ability to effectively multitask and self-manage assigned projects and daily tasks in an environment with shifting priorities
8. Excellent oral and written communication skills
9. Proven analytical problem-solving skills and the ability to research complex problems independently
10. Experience using Help Desk ticketing software.
11. Experience with incident troubleshooting escalation.
Desired Qualifications
1. Bachelor's degree, preferably in a technology discipline
2. Information Technology Infrastructure Library Foundation Certification
3. HDI Certification or similar
4. Experience with and aptitude for creation of knowledge base articles and/or technical documentation
5. Experience working with an incident tracking system
6. Experience providing support in a higher education environment
7. Experience supporting both Windows and Mac operating systems, as well as a variety of mobile operating systems (Android, iOS, etc.), common browsers and applications such as Microsoft Office
8. Experience working in a call center, preferably technical call center
Salary
$19.50 per hour
Links
ISU Jobs Website
Contact Information
| University/Agency
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Illinois State University
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| Department/College
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Human Resources
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| Contact
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Kira Shelton
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| Phone Number
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(309) 438-8311
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| Address
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| Comments
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