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.
This position will be part of the Knowledge Team which is tasked with creating and modifying internal and end user facing knowledge articles within a knowledge management system. Additional responsibilities include training of new TSC student and full-time staff as well as training on new or updated TSC supported processes.
Additional Information
Position-Specific 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.
- Paid professional development certification/training.
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/
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
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. Ability to interact and work effectively in a team environment
5. Demonstrated ability to follow established procedures, even in a high-pressure situation
6. Ability to effectively multitask and self-manage assigned projects and daily tasks in an environment with shifting priorities
7. Excellent oral and written communication skills
8. Proven analytical problem-solving skills and the ability to research complex problems independently
9. If not already obtained, ability to become ITIL 4 Foundation certified in the first 12 months of employment.
Desired Qualifications
1. Bachelor's degree
2. Information Technology related certification
3. Experience with and aptitude for creation of business or technical documentation
4. Experience working with customer or support record applications such as a CRM or ITSM system.
5. Previous experience in a higher education environment and/or previous technology support environments.
6. Experience supporting both 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
7. Experience working in a call center environment
Salary
$23.00 - $25.00 per hour, commensurate with experience
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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