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IT Support Specialist

University/Agency Illinois State University
Civil Service Classification Information Technology Support Associate
View Class Spec Details
Posting Duration 9/30/2022 - 10/14/2022
Probationary Period 12 months

Job Description

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.


Required Qualifications
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.

Desired Qualifications
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


ISU Jobs Website

Contact Information

University/Agency Illinois State University
Department/College Human Resources
Contact Molly Buse
Phone Number 309-438-8311
Comments Please fully complete the entire application including, but not limited to, the education and work history portions. Be specific on your work history, including employment dates (if part-time you must list the number of work hours) and duties for all positions held. Applicable part-time work experience will be considered toward qualifying for this position; however, it will be converted to a full-time equivalency to determine combined length of experience. Please do not put "see resume" in the duties and responsibilities section of the work history. This will be considered an incomplete application and 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, appropriate military service documentation, such as a DD214, may be faxed, mailed, or delivered to Human Resources.

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

Fax: 309.438.0011, Attn: Molly Buse
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.