IT Specialist or Senior IT Specialist - Instructional Computing Services
University of Illinois

IT Specialist or Senior IT Specialist - Instructional Computing Services

Technology Services - University of Illinois Urbana-Champaign

Technology Services at Illinois is excited to announce an opening for an IT Specialist or Senior IT Specialist. We are seeking motivated, detail-oriented individuals to join our dynamic team and provide technical support for Instructional Computing Services (ICS). ICS plays a vital role in supporting computer labs, virtual desktops, classrooms and printing services across campus. In this role, you'll have the opportunity to work collaboratively with team members and campus units, gaining diverse experience while supporting our essential services. Key responsibilities include daily administration for workstations and instructional systems, troubleshooting technical issues, creating documentation, interacting with customers, ensuring security compliance, and planning future upgrades. This position offers the chance to work in a highly collaborative environment where excellent customer service and continual learning of new technologies are highly valued. If you're passionate about technology, problem-solving, and contributing to a vibrant academic community, we encourage you to apply! Sponsorship for work authorization is not available for this position.

Why Work at Technology Services?

Highlights of Employee Benefits

Job Summary

This position provides support for the IT needs of approximately 1,000 computers and other IT-related devices in numerous computer labs and classrooms across campus. Responsibilities include the daily administration, technical duties and customer support associated with the maintenance and utilization of workstations, instructional systems, printers and printing systems and network infrastructure.

Duties & Responsibilities

Technical support of large-scale teaching and learning environment

• Administer and maintain computer workstations and printers.
• Install and configure workstations; maintain and upgrade Microsoft Windows and Mac OS workstations by utilizing Technology Services Endpoint Management Systems including but not limited to: MECM, Workspace One, Munki, and other tools as adopted.
• Package, deploy, support and maintain various specialty applications utilizing Endpoint Management Systems.
• Senior level: Package, deploy, and support complex applications.
• Provide timely software and hardware support and troubleshooting, including resolving network-related issues in Technology Services supported labs.
• Senior level: Provide timely software and hardware support and troubleshooting, including resolving network-related issues in supported computer labs and classrooms across campus.
• Work collaboratively with IT professionals across campus to meet local unit needs and enhance the overall IT environment on campus.
• Configure user accounts, security groups and permissions in Microsoft Active Directory.
• Edit and maintain Group Policy Objects in Active Directory.
• Senior level: Manage, edit and maintain Group Policy Objects in Active Directory.
• Activation and troubleshooting of network ports.
• Senior level: Create and manage networks, including activation of ports, troubleshooting, and resolving problems.
• Monitor workstations and systems for patching and respond to potential vulnerability security alerts.
• Monitor print supply inventory and recommend timing of replacement inventory.
• Assist with Papercut portal functions such as, reports, refunds, and research.
• Senior level: Perform Papercut portal administration in addition to reports, refunds, and research.
• Respond and troubleshoot A/V support requests in Technology Services Labs; and escalate more involved issues to the appropriate service team.
• Install, maintain, troubleshoot, and provide user support for VOIP (MS Teams) phones.
• Install, maintain, and troubleshoot external devices like scanners and Wacom tablets.
• Provide tier I support for VDI environment.
• Senior level: Provide support and documentation for VDI environment.

Operational Support

• Assist with the full life cycle of an endpoint from procurement and inventory, to setup and reporting, through proper disposal.
• Senior level: Responsible for the full lifecycle of an endpoint from procurement and inventory, to setup and reporting, through proper disposal.
• Assist in evaluating new and current technologies for possible enhancement of services to supported labs.
• Assist in project planning for purchasing and deploying physical hardware and as well as upgrades to operating systems and applications.
• Collaborate with representatives from ICS supported campus units.
• Senior level: Act as a liaison to other campus IT groups, coordinate resource sharing and collaboration with other campus IT units to ensure their needs are met.
• Communicate to stakeholders about service offerings and issues.
• Identify opportunities for duplication reduction and overlap in the services and technologies.
• Senior level: Plan for disaster recovery and business continuity as deemed appropriate to the visibility, importance, and risk factors of the IT service.
• Senior level: Communicate with vendors or other third parties using predefined methods for ticket submission, support, and enhancement requests; escalate issues with those parties in an agreed upon manner.
• Senior level: Generate and approve analysis documents of technical issues.
• Senior level: Evaluate new and current technologies for possible enhancement of services to supported labs.
• Senior level: Responsible for project planning for purchasing and deploying physical hardware and as well as upgrades to operating systems and applications.
• Other duties as assigned.

Ensure excellent Customer Service throughout Technology Services.

• Act as an advocate for customers of the service.
• Apply and contribute to the creation and maintenance of service-based documentation.
• Investigate and resolve customer satisfaction issues.
• Work non-traditional hours and/or respond to on call requests to provide 24 x 7 service availability, as needed.

IT Specialist Minimum Qualifications

1. High school diploma or equivalent.
2. Any one or any combination totaling two (2) years (24 months) from the following categories:
   1. College coursework which 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:
      1. 30 semester hours equals one (1) year (12 months)
      2. Associate's Degree (60 semester hours) equals eighteen months (18 months)
      3. 90 semester hours equals two (2) years (24 months)
      4. Bachelor's Degree (120 semester hours) equals three (3) years (36 months)
   2. Work experience in IT-related functions, such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.

Senior IT Specialist Minimum Qualifications

1. High school diploma or equivalent.
2. Any one or any combination totaling four (4) years from the following categories:
   1. College coursework which 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:
      1. 30 semester hours equals one (1) year (12 months)
      2. Associate's Degree (60 semester hours) equals eighteen months (18 months)
      3. 90 semester hours equals two (2) years (24 months)
      4. Bachelor's Degree (120 semester hours) equals three (3) years (36 months)
   2. Work experience in IT-related functions, such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
3. Demonstrated experience providing desktop support and deployment tools used in conjunction with Windows, macOS or mobile devices - such as Microsoft Endpoint
   Configuration Manager (MECM)), Intune, Workspace One, or Munki.

IT Specialist Preferred Qualifications

1. Experience with Windows or Macintosh desktop operating systems.
2. Experience utilizing endpoint services management and deployment tools used in conjunction with Windows, macOS or mobile devices - such as Microsoft Endpoint
   Configuration Manager (MECM), Intune, Munki, or Workspace ONE.
3. Experience troubleshooting computer hardware and ability to fix/replace/reconfigure the hardware.
4. Experience with Active Directory or Azure Active Directory.
5. Understanding of foundational networking technologies such as DHCP, DNS, PXE, Netboot, multicast.
6. Basic knowledge of managing operational projects.
7. Basic scripting experience in at least one relevant language such as PowerShell, Bash, Python.
8. Basic experience with SQL, WQL and/or SSRS.
9. Experience packaging applications for use in an endpoint management system.
10. Demonstrated willingness to learn and is self-motivated.
11. Ability to work well independently and with a team of technical staff.
12. Ability to learn new computer software applications quickly.
13. Demonstrated willingness to learn and is self-motivated.

Senior IT Specialist Preferred Qualifications

1. In-depth knowledge of Windows and macOS that includes the ability to diagnose and correct issues as they arise.
2. Demonstrated experience with at least one enterprise endpoint management system such as MECM, Intune, Workspace One, Munki, BigFix, etc.
3. Demonstrated experience with Active Directory or Azure Active Directory.
4. Experience troubleshooting computer hardware and ability to fix/replace/reconfigure the hardware.
5. Experience and knowledge managing operational projects.
6. Demonstrated experience with foundational networking technologies such as DHCP, DNS, PXE, Netboot, multicast.
7. Programming experience in at least one relevant language such as PowerShell, Bash, Z shell, Python, Azure CLI, Azure Cloud Shell.
8. Experience with SQL, WQL and/or SSRS.
9. Experience packaging complex applications for use in an endpoint management system.
10. Ability to work well independently and with a team of technical staff.
11. Experience participating in diverse workgroups.
12. Ability to exercise initiative, use independent judgement, and work and communicate well with a widely diverse population of customers and co-workers.

Knowledge, Skills & Abilities

Knowledge in common network services like DNS, DHCP, VoIP. Knowledge with Windows, Macintosh or UNIX operating systems. Technically skilled with the following concepts: server virtualization, desktop virtualization, networking (OSI Model), IT security, OS imaging, Active Directory, GPOs, and MS Office.

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 the closing date. The budgeted salary range for the IT Specialist is $60,000.00 to $70,000.00, and the budgeted salary range for the Senior IT Specialist is $70,000.00 to $80,000.00. Salary is commensurate with experience.

Sponsorship for work authorization is not available for this position.

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 (Central Time) on November 6, 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 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 Dallas Johnson at dallas1@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. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. 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 .

Requisition ID: 1027388
Job Category: Technical
Apply at: https://jobs.illinois.edu

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