The IT Support Specialist works as part of a technical support team providing technology support and consultation to faculty and staff of the College of Business. The scope of support responsibilities includes configuration, setup, networking, preventative maintenance, security, troubleshooting, inventorying, and repair of endpoint technologies; including, but not limited to, desktop and laptop computers, tablets, smartphones, printers, e-mail and calendaring, and line-of-business applications.
The IT Support Specialist provides holistic, proactive technology support to customers, focusing on identifying solutions fit to their unique needs. This position is responsible for first and second level support, which can involve working with end users in person, over the phone, chat, email, and/or remote desktop support. The individual in this role also provides documentation of solutions and tracks all incidents using the University's incident management system. The position carries significant responsibility to work independently and to use sound judgment in order to quickly fulfill the needs of customers.
Additionally, this position will coordinate closely with the Technology Support Center and other campus IT units. This position also serves as an informal mentor to student technicians in by providing assistance with training, monitoring, and appropriately utilizing the student staff in day-to-day IT Support operations.
1. High school graduation or equivalent
2. Any combination totaling two (2) years 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), IT Management, 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 (1) year
- 90-120 semester hours or Bachelor's Degree equals two (2) years
3. Demonstrated advanced problem-solving abilities, including the ability to identify opportunities for improvement of existing technologies and new technologies.
4. Ability to self-manage assigned projects and daily tasks in an environment with shifting priorities.
5. Excellent verbal and written communication skills.
6. Ability to handle confidential and security sensitive information in a highly professional manner.
1. Information Technology Infrastructure Library Foundation Certification
2. HDI Desktop Support Technician Certification
3. Experience with Windows known folders (i.e. Desktop, Documents, Pictures) redirected to OneDrive
4. Experience with Windows Server Administration
5. Demonstrated ability to follow established procedures, even in a high-pressure and time sensitive situations
$25.00-$27.00 per hour
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Illinois State University