Employment Opportunities
Job Details

Job Description

This position is part of the Technology Support Center (TSC) team which provides first level functional and technical support through phone, email, chat, web form, and in person contacts. Support topics cover a broad range including, but not limited to applications, university owned hardware, ISU functional processes, and personally owned devices. When escalation is necessary, analysts will accurately document the issue or request and escalate to the appropriate team. The supported user base includes Prospective Students, Enrolled Students, Faculty, Staff, Guests, and Annuitants of Illinois State University.

Additional Information
Position Highlights:

This position is eligible for hybrid work (mix of pre-scheduled remote and in-person days) after a minimum six-month training period. Eligibility is based upon employee performance, appropriate remote working environment, and business needs.
Adjustable desks, which allow for work in sitting or standing positions, are provided.
Training will be provided on technical support topics.
University Benefit Highlights:

Health, dental, vision, and life insurance
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
Retirement and supplemental retirement
For more University Benefit information: https://hr.illinoisstate.edu/benefits/
Information regarding eligibility for participation in the State Universities Retirement System and the State of Illinois Group Insurance program can be reviewed here https://hr.illinoisstate.edu/benefits/insurance/
Technology Solutions provides information technology products and services for the administrative and business functions of Illinois State University. Through our Technology Support Center and our highly trained staff, Technology Solutions looks to improve the campus experience for all students, faculty, staff, and the rest of the campus community.

Client Services provides computing support to the entire campus community. They diagnose and resolve information technology-related issues, including problems with network connectivity and ULID accounts.

Qualifications

Required Qualifications
High school graduation or equivalent
Any one or any combination totaling one year (12 months) from the following categories:
a. College course work which included Information Technology (IT), IT Management, Programming, IT Systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent
- 30 semester hours equals 6 months
- 60 semester hours (or Associate's degree) equals 12 months
b. Progressively more responsible work experience in an Information Technology (IT) related profession
Proven customer service skills and the ability to work with a diverse constituency
Excellent oral and written communication skills
Proven analytical problem-solving skills and the ability to research complex problems independently
Preferred Qualifications
Bachelor's degree
Information Technology related certification
Experience in any or all of the following:
a. with and aptitude for creation of business or technical documentation
b. working with customer or support record applications such as a CRM or ITSM system.
c. in a higher education environment and/or previous technology support environments.
d. supporting both the 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.
e. working in a call center environment

Salary

$23.00 - $25.00 per hour

Links

ISU Jobs Website

Contact Information

University/Agency	Illinois State University
Department/College	Human Resources
Contact	Kira Shelton
Phone Number	3094388311
Address
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.