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University of Illinois Urbana-Champaign
Urbana, Illinois, United States (on-site)
29 days ago
University of Illinois Urbana-Champaign
Urbana, Illinois, United States
(on-site)
29 days ago
Job Type
Full-Time
Job Function
Other

Description

Customer Service and Support:

·       Delivering excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.

·       Working on a team of IT professionals supporting the instructional, research, or administrative customers of the Grainger College of Engineering.

·       Working with units, teams, and individuals to provide the unique technological needs for their instructional, research, and administrative technology environment.

·       Working to build relationships with customer community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings.

·       Working to resolve customer satisfaction issues.

 

System and Network Support:

·       Assisting in planning, research, purchasing, and installation of IT systems and products (hardware/software deployment).

·       Analyzing functional and performance issues associated with use of technology, collaborate with peers on possible solutions and implement corrective actions in a timely manner.

·       Consulting with customers on installation and use of software applications, including interfaces with network connections and optimizing systems for best performance.

·       Providing customer assistance with network connectivity, administer and audit local building networks, manage DNS and DHCP for departmental networks.

·       Advising and assist in the use of varied computing and communications technology.

·       Providing hardware quotes for purchasing and consultation.

 

Organizational Support:

·       Interacting with various teams within Engineering IT Shared Services to ensure outstanding service delivery to customers.

·       As needed, supervising student/hourly employees, including the assignment of tasks, performance management, etc.; may also serve as a mentor/coach to junior staff.

·       Implementing centralized services where practical and align them to the unique needs of unit or customers.

·       Working within cross-functional teams, with limited authority for final decision making.

 

Project and Task Delivery:

·       Managing projects at the divisional or team level and drive deliverables and results by designated deadlines.

·       Completing individual projects and tasks assigned by supervisor on time with quality.

 

Other Duties as Assigned



Requirements

Minimum Qualifications:

·       High school diploma or equivalent. 

·       Any one or any combination totaling four (4) years (48 months) from the following categories:

o   College coursework that includes 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 one (1) year (12 months)

§  Associate’s Degree (60 semester hours) equals eighteen months (18 months)

§  90 semester hours equals two (2) years (24 months)

·       Experience working in a customer service environment.

·       Experience in workstation management on Windows, Macintosh, or Linux environment.

·       Experience in the administering of Microsoft Active Directory, LDAP, or other directory services.

 

Preferred Qualifications:

·       Experience in technology at an institution of higher education or equivalent.

·       Experience scripting or programing in at least one format or language.

Knowledge, Skills and Abilities:

 

·       Proficiency in workstation management on Windows, Macintosh, or Linux environment.

·       Familiarity with technology tools to optimize delivery of IT services, such as endpoint management, system imaging, or centralized configuration solutions.

·       Knowledge of the systems and operations used within the areas and departments of responsibility.

·       Knowledge of networking services and network connectivity methods.

·       Excellent customer service skills.

·       Excellent oral and written communications skills.

·       Ability to contribute strongly to cross-functional groups assigned to tasks or project work.

·       Ability to oversee and coordinate activities of user groups.

·       Ability to effectively communicate and professionally interact with all staff levels and customer groups.

·       Ability to identify and resolve technical problems.

·       Ability to demonstrate fundamental knowledge of effective troubleshooting methodologies.

·       Knowledge in the application of IT security concepts.

·       Knowledge of two or more common operating system platforms.

·       Knowledge using Microsoft Active Directory, LDAP, or other directory services.

APPOINTMENT INFORMATION

This is a full-time Civil Service Information Technology Technical Associate position appointed on a 12-month service basis. The expected start date is as soon as possible after the closing date. The minimum salary for the IT Specialist is $57,700 and is commensurate with experience and qualifications. This position is primarily on-site, with the potential to do some hybrid work as needed. Work authorization is not available for this position.

 

APPLICATION PROCEDURES AND DEADLINE INFORMATION

Applications must be received by 6:00 pm (CST) on February 12, 2024. Apply for this position using the Apply Now button at the top or bottom of this posting. Please upload your cover letter, resume, and names/contact information for three references. 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. For further information about this specific position, please contact Kelsey Krok at krok2@illinois.edu. 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 accessibility@illinois.edu.

Job ID: 72207594

Please refer to the company's website or job descriptions to learn more about them.

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