Job Description
The Student Technician Supervisor works as part of a technical support team providing technology support and consultation pertaining to the configuration, setup, networking, preventative maintenance, security, troubleshooting, purchasing, inventorying, and repair of endpoint technologies, including but not limited to desktop and laptop computers, tablets, smartphones, inkjet and laser printers, e-mail and calendaring, and line-of-business applications. The individual in this role also provides documentation of solutions when necessary and tracks all incidents using the University’s incident management system.
This position will serve as the supervisor of student technicians in Endpoint Support by directly training, monitoring, and appropriately utilizing the student staff in day-to-day Endpoint Support operations. Additionally, this position is responsible for first and second level support, which includes working with end-users (both on-site and remotely) and modeling excellent service for the student technicians. This can involve in-person, over-the-phone, email, and/or remote desktop support.
This position will also assist the Manager of Endpoint Support with the Student Employment Experience (SEE) program for the Office of Technology Solutions. The individual in this role will be primarily responsible for the development and improvement of training documentation, progression documentation, and any other documentation related to policies, procedures, or processes for the coordination of students being hired into and progressing through the SEE program.
Additional Information
This position is primarily on site, with the potential of remote work (within the state of Illinois) of up to one day per week, after the satisfactory completion of the 12-month probationary period.
University Benefit Highlights:
Health, dental, vision, and life insurance
Retirement and supplemental retirement
Tuition waiver benefits are available to staff as well as their eligible dependents.
Paid holiday/administrative closures during Thanksgiving and Winter Breaks
Paid vacation and sick time
For more University Benefit information: https://hr.illinoisstate.edu/benefits/
Qualifications
Required Qualifications
Any combination totaling two years (24 months) from the following categories:
a. Progressively more responsible work experience in an IT related profession
b. College course work in 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 year
- 90-120 semester hours or Bachelor's degree equals two years
At least two years (24 months) of work experience performing the following:
a. Conducting independent research and application of critical reasoning skills to solve technical issues.
b. Supporting endpoint devices on enterprise wired and wireless networks.
c. Adding, modifying, or removing users and computers from Active Directory (AD) security groups.
d. Management and support of macOS/iOS devices using Jamf or similar utility.
e. Support of mobile devices, covering multiple platforms
f. Diagnosing and resolving hardware component and software issues
g. Deploying Windows OS using Microsoft’s System Center Configuration Manager (SCCM) or similar utility.
h. Creating and/or modifying records in system for the purpose of tracking assets or inventory.
i. Support of user file directories using, but not limited to, network shares, redirected folders, offline files, and Microsoft OneDrive.
j. Knowledge of Microsoft 365 tools and options
k. Creating, modifying, and retiring knowledge documents in support of Knowledge Management practices.
Proven customer service skills and the ability to work with a diverse constituency.
Demonstrated ability to follow established procedures, even in a high-pressure situation.
Ability to interact and work effectively in a team environment.
Ability to multitask and self-manage assigned projects and daily tasks in an environment with shifting priorities.
Excellent communication skills, verbal and written, including the ability to convey technical information to a non-technical audience.
Desired Qualifications
Information Technology Infrastructure Library Foundation Certification
HDI Support Center Team Lead certification
Certified in the warranty of Dell and/or Lenovo computers
Experience managing or supervising a team responsible for 1st or 2nd level support in a technology related field.
Providing holistic business technology support in a large enterprise environment.
Experience supporting executive level customers
Skill and experience in training and mentoring staff to excellent service
Salary
$27.00 - $29.50 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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