Job Description
This position is part of the Technology Support Center team providing service desk and operations center services to the entire University population. The position would assist in the provision of all Technology Support Center services, including assisting users with technical issues through email, chat, web form, phone or in person contacts, accurately documenting, routing and escalating incidents, fulfilling service requests, providing timely and accurate outage notification reports according to established procedures, responding to system monitoring alerts and notifying system administrators according to established procedures.
This position will provide superior customer support for systems utilized by the entire campus as well as build and maintain appropriate levels of familiarity and skill with identified enterprise applications in order to provide immediate support and long term retention (knowledge base). Additionally, the position will serve as a communications channel between all departments related to the University enterprise systems.
The incumbent will learn, utilize, and continuously improve the service desk system used by the department for Information Technology Infrastructure Library (ITIL) functions (incident, change, problem, knowledge, and communication management).
Qualifications
1. High School Graduation or equivalent
2. Any combination totaling one year 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), 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)
3. Proven customer service skills and the ability to work with a diverse constituency
4. Demonstrated ability to interact and work effectively in a team environment
5. Demonstrated ability to critically reason through troubleshooting scenarios and possess a high degree of current technical knowledge on a variety of operating systems, applications and mobile devices
6. Demonstrated ability to follow established procedures, even in a high pressure situation
7. Demonstrated ability to effectively multitask and self-manage assigned projects and daily tasks in an environment with shifting priorities
8. Excellent oral and written communication skills
9. Proven analytical problem solving skills and the ability to research complex problems independently
10. Experience using Help Desk ticketing software.
11. Experience with incident troubleshooting escalation.
12. Foundation qualification in Information Technology Infrastructure Library (ITILv3) or ability to obtain within 6 months of hire.
13. If this position is Security Sensitive or if you are subject to a criminal background investigation based on University policy, employment is contingent upon you passing a satisfactory criminal background investigation. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.
Salary
Commensurate with experience
Links
ISU Jobs
Contact Information
University/Agency
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Illinois State University
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Department/College
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Illinois State University
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Contact
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Jill Smith
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Phone Number
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Address
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Comments
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