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Student Technician Supervisor

University/Agency Illinois State University
Civil Service Classification Information Technology Support Associate
View Class Spec Details
Posting Duration 3/28/2023 - 4/4/2023
Probationary Period 12 months

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:


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


$27.00 - $29.50 per hour


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 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 to receive full consideration. Transcripts can either be uploaded with your application or submitted via the options listed below.

To be eligible for Veteran's Preference points on the exam, appropriate military service documentation such as a DD-214 must be submitted prior to the application deadline.

Transcripts and/or military service documentation 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 and responses to the supplemental questions. 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.

Illinois State University is authorized to do business within the State of Illinois. All work under this appointment is required to be performed from within the State of Illinois. If hired, out-of-state candidates must establish Illinois residency within 180 calendar days from the start date for this position. Illinois residency requires proof of a valid Illinois driver’s license or a valid State of Illinois ID card. Failure to produce the required documentation within 180 calendar days will result in immediate termination of employment.