Service Desk Analyst Associate at University of Illinois

Posted in Other 14 days ago.

Location: Urbana, Illinois

Job Description:

Service Desk Analyst Associate

Student Affairs Technology

Applications are now being accepted for Service Desk Analyst Associate with Student Affairs Technology at the University of Illinois, Urbana-Champaign.

Student Affairs Technology serves as the IT department for a variety of Student Affairs units on the campus to provide better efficiency, broader support, and operational resiliency, as well as create richer employment environment for the IT staff. We are seeking individuals with diverse backgrounds who can help create and foster communities that strive toward our vision. This includes supporting the academic mission of the University by developing environments conducive to student learning and academic success, respecting, appreciating, advocating for the diversity of our student population, and supporting the holistic development of all our students

Job Summary

Serves as a first point of contact to intake support requests for Student Affairs units.

Duties & Responsibilities

  • Desktop Support
    o Serve as first point of contact users with technology requests and service issues; refer more complex issue to peers as appropriate
    o Gather information and track issues using a ticket system to report customer feedback, identify problems and trends, and suggest resolutions
    o Create and maintain end user documentation
    o Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity
  • Software Support o Provide advanced support and training for assigned unit specific applications o Generate and compile reports for assigned unit specific applications
  • Account Management o Assist staff with initial user account setup and access o Serve as a Unit Security Contact; providing systems account provisioning and termination
  • Other Duties
    o Assume appropriate related additional duties to further the mission of the unit
    o Provide assistance with special technology projects and Service Desk reports as directed

Additional Physical Demands

• The majority of work will be within an office work environment, however visits to other campus locations can be expected.
• Work can involve lifting and moving equipment, media, and peripherals approximating 30-35 pounds, as well as accessing all areas of the building.
• This position is eligible for in-person or hybrid work.

Minimum Qualifications

• High school diploma or equivalent.
• One (1) year of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows: 30 semester hours equals one (1) year, Associate's Degree (60 semester hours) equals eighteen (18) months, 90 semester hours equals two (2) years, Bachelor's Degree (120 semester hours) equals three (3) years).
• Demonstrated experience providing customer service to individuals in-person/over the phone/through email or chat tools.
• Demonstrated experience supporting Microsoft Windows.
• Demonstrated experience supporting Microsoft Office applications.
• Demonstrated experience responding to multiple requests and deadlines.

Preferred Qualifications

• Two years of progressively more responsible work experience in an IT-related profession.
• Experience with a trouble ticket system or other automated work tracking software.
• Experience supporting mobile technology platforms (Examples: tablets, iPad, smartphones).
• Experience troubleshooting Apple OS and iOS in an enterprise environment.
• Experience in a higher education environment.
• CompTIA A+ Certification, Help Desk Institute Support Center Analyst Certification or similar.

Knowledge, Skills and Abilities

  • Ability to work in a collaborative and diverse team environment.
  • Ability to provide service in a friendly, positive, and professional manner.
  • Ability to work independently within specified time constraints while applying sound decision-making skills.
  • Excellent written and verbal communication skills to a variety of audiences (management, peers, users and vendors).

Appointment Information

This is a 100% full-time Civil Service 5032 - Information Technology Support Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after 8/1/2024. Salary is commensurate with experience, with the minimum of $39,000 per year. This position is eligible for the Hybrid/In-person work environment. Sponsorship for work authorization is not available for this position.

For more information on Civil Service classifications, please visit the SUCSS web site at .

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (Central Time) on July 17, 2024 . Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Shared AHW Human Resources at 217.333.3660 or For questions regarding the application process, please contact 217-333-2137.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify .

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal , or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing .

Requisition ID: 1025316
Job Category: Technical
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