State Universities Civil Service System

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Technology Support Center Analyst

University/Agency Illinois State University
Civil Service Classification Information Technology Support Associate
View Class Spec Details
Posting Duration 11/19/2021 - 11/28/2021
Probationary Period 12 months

Job Description

This position will provide superior customer support for IT 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.


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 a technical call center


$19.50 per hour, plus shift differential


ISU Jobs Website

Contact Information

University/Agency Illinois State University
Department/College Human Resources
Contact Kira Shelton
Phone Number 309-438-8311
Comments Please fully complete the entire application including, but not limited to, the education and work experience portions. Please list all education and all jobs you have had. Do not leave gaps in employment. You must list all duties you performed in the job duties section (Phrases such as "See Resume" are not acceptable). Failure to follow any of these instructions may constitute an incomplete application. Incomplete applications will not be considered.

If you are using college or university coursework to qualify for this position, then college or university transcripts (may be unofficial) must be submitted prior to the application deadline in order to receive full consideration. Transcripts can either be uploaded with your application or submitted via the options listed below.

In order to be eligible for Veteran's Preference points on the exam, a copy of your DD-214 must be submitted prior to the application deadline.

Transcripts and/or DD-214 paperwork may be faxed or mailed to Human Resources by the application deadline:

Fax: 309.438.0011, Attn: Kira Shelton
Address: Illinois State University
Human Resources
Campus Box 1300
Normal, IL 61790-1300

The Civil Service examination for this classification is based on your application materials. No participation other than submission of applicant materials is required from applicants that qualify to take the exam. If you meet the minimum required qualifications for this position, you will receive a score calculated based on your education and experience, and your name will be placed on the active employment register by exam score. After the application deadline, the names within the top three scores will be referred to the department for interview. The active register for this classification will be voided when the position is filled.