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Help Desk Specialist or Senior Help Desk Specialist (IT Technical Associate) – College of Vet Med

Veterinary Medicine Administration

Job Summary

As part of the IT@VetMed team, this position is primarily responsible for assisting with Help Desk services related to Information Technology needs for the College of Veterinary Medicine within a fast paced team environment. This responsibility covers the Veterinary Medicine College in Urbana and various other locations. Scope of support includes specialized medical applications such as electronic medical records, vendor supplied imaging systems, virtual microscopy and student computing. Training and end user support is integral to the position.

Duties and Responsibilities – Help Desk Specialist

• Shared responsibility of responding to user needs through the ticketing system and assisting with desktop support activities.

• Remote, desk-side and walk-in support and installation of various software packages, tools, and patches. Install hardware on the network, patch and use networking tools.

• Configure and deploy computers with automated system tools.

• Responsibility for help request triage including assignment, ensuring satisfactory and timely ticket completion and client follow-up.

• Assist customers with computer replacement decisions, life cycle management, and available inventory management.

• Document issues and resolutions within the knowledgebase for customers and internal IT information.

• Support and assist colleagues, commit to and be accountable for overall group success.

• Work with other support groups and vendors to provide seamless support to customers.

• Complete all other duties as assigned.

Duties and Responsibilities – Senior Help Desk Specialist

• All the duties of the Standard Help Desk Specialist, plus the following:

• Strongly assist or lead coordination of daily Help Desk activities and ensure timely ticket response and resolution.

• Give guidance to and support the development of Help Desk Specialists and Help Desk Associates.

• Solve challenging technical tasks with limited direction or information.

• Works with other IT areas and IT campus units to resolve complex issues.

• Develop knowledge base articles for both internal use and self-service for clients.

• Review identified ticket trends and problems to assess training options to resolve issues

Additional Physical Demands

Normal office setting. Allergies to hay, straw or animal dander may cause discomfort based on the location within the College of Veterinary Medicine.

Required Qualifications – Help Desk Specialist:

• High school diploma or equivalent.
• Two (2) years 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 equals three (3) years

Required Qualifications – Senior Help Desk Specialist:

• High school diploma or equivalent.
• Five (5) years 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 equals three (3) years

Preferred Qualifications:

• Proficiency in Microsoft technologies, experience with Active Directory Users and Groups, GPO administration, Endpoint Management (MECM/SCCM) and telecommunication tools (i.e. Zoom, Skype, Teams).

• Experience with remote management tools.

• Customers service skills and experience.

• Experience supporting a Microsoft LAN infrastructure including TCP/IP.

• Experience selecting and purchasing computer hardware for customers.

Knowledge, Skills and Abilities

• Ability to troubleshoot and resolve issues pertaining to Windows and macOS desktop and laptop computers and associated peripherals.

• Ability to effectively communicate and professionally interact with students, staff and faculty with varying cultural backgrounds and technical knowledge in both written and verbal formats.

• Ability to identify and resolve complex technical problems.

• Ability to demonstrate fundamental knowledge of effective troubleshooting technologies.

• Proficiency with Windows desktop operating systems.

• Knowledgeable with macOS.

• Attention to detail

The Minimum Salary for this position is $57,700.00

Appointment Information

This is a 100% full-time Civil Service 5031 - Information Technology Technical Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after 8/7/2023. Salary is commensurate with experience.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (CST) on July 27, 2023. 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 https://jobs.illinois.edu 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 Jeff Fox [email protected]. 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, COVID-19 vaccination requirement, 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 [email protected].

Requisition ID: 1019006
Job Category: Technical
Apply at: https://jobs.illinois.edu