Help Desk Manager jobs in Champaign, IL

Associate/Specialist/Senior Specialist Help Desk

College of Applied Health Sciences

The College of Applied Health Sciences (AHS) (http://www.ahs.illinois.edu) at the University of Illinois at Urbana-Champaign invites applications to join our Office of Information, Security, and Technology for one (1) of three (3) positions providing IT help desk support services for the College's faculty, staff, and students.

The mission of the College of Applied Health Sciences is to advance research, instruction and public engagement that promotes the development of healthy, livable communities, facilitates optimal living with disability, and promotes health and wellness across the lifespan and throughout a diverse society. The College's academic units include Kinesiology & Community Health; Recreation, Sport & Tourism; and Speech & Hearing Sciences. The College also includes an interdisciplinary center, the Center on Health, Aging and Disability, and College faculty are active in interdisciplinary faculty collaborations with colleagues across the campus.

The Division of Disability Resources and Educational Services (DRES) is a division of the College of Applied Health Sciences. DRES provides educational accommodations and support services for more than 2300 students with disabilities, including Beckwith Residential Support Services and para-transit, as well as world renowned para-athletic programs. The college also is home to the Chez Veterans Center (CVC). CVC provides residential and non- residential services and activities to support military-connected students and their families, with a particular emphasis on student-veterans with disabilities.

Major Duties and Responsibilities
Associate Help Desk Specialist Level
Desktop Support
Serve as first point of contact for users with technology requests and service issues; refer more complex issue to peers as appropriate
Gather information and track issues using a ticket system to report customer feedback, identify problems and trends, and suggest resolutions
Create and maintain end user documentation
Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity
Software Support
Account Management
Other Duties

Help Desk Specialist Level
Same duties as Associate Help Desk Specialist plus:
Desktop Support
Resolve most requests and issues independently and by using previously gained experience with identical or similar issues
Provide support and training for assigned unit specific applications
Generate and compile reports for assigned unit specific applications
Assist staff with initial user account setup and access
Work with or serve as Unit Security Contact for providing systems account provisioning and termination.
Assume appropriate related additional duties to further the mission of the unit
Provide assistance with special technology projects and Service Desk reports as directed
Audio Visual Support
Provide assistance, training, and troubleshooting for on-loan and fixed audio visual equipment
Other Duties
Act as subject matter expert for the unit within at least one technology area

Senior Help Desk Specialist Level
Desktop Support
Provide technical support for hardware, software, and associated devices
Serve as an expert for more complex technology requests and service issues
Gather information and track issues using a ticket system to report customer feedback, identify problems and trends, and suggest resolutions
Create and maintain end user documentation
Create and maintain technical documentation for technology staff
Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity
Software Support
Provide advanced support and training for assigned unit specific applications
Supervision and Management
Supervise and train student staff providing basic call routing and technical support to end users
Complete most work with limited supervision, appropriately judging when to seek assistance or guidance from subject matter experts or management
Account Management
Assist staff with user account setup and access
Other Duties
Assume appropriate related additional duties to further the mission of the unit
Provide assistance with special technology projects and Service Desk reports as needed

Qualifications

Required: Associate Help Desk Specialist Level
One year of progressively more responsible work experience in an IT-related profession, including: Experience providing IT customer service to individuals in-person, over the phone, and through email or chat tools; Experience with a trouble ticket system or other automated work tracking software; Experience supporting Microsoft Windows and Microsoft Office applications, including Microsoft Word, Outlook, and Excel; Experience working in a fast-paced environment responding to multiple requests and deadlines; and Experience supporting mobile technology platforms (Examples: tablets, iPads, smartphones). 60 semester hours or Associate's degree in Information Technology (IT), IT Management, or a closely related discipline can substitute for one year of experience.

Help Desk Specialist Level
Two years of progressively more responsible work experience in an Information Technology (IT) related profession. College course work which included Information Technology (IT), IT Management, or a closely related discipline may be substituted as follows: 60 semester hours or Associate's Degree equals one (1) year, 90-120 semester hours or Bachelor's Degree equals two (2) years. Demonstrated professional experience in: Providing customer service to individuals in-person, over the phone, and through email or chat tools. Using a trouble ticket system or other automated work tracking software. Supporting Microsoft Windows, Microsoft Office applications, and Adobe applications. Supporting audio-visual equipment. Providing employee technical training. Using Microsoft Active Directory, specifically group and user management. Working in a fast-paced environment responding to multiple requests and deadlines. Supporting mobile technology platforms (examples: tablets, iPads, smartphones).

Senior Help Desk Specialist Level
Two years of progressively more responsible work experience in an Information Technology (IT) related profession. College course work which included Information Technology (IT), IT Management, or a closely related discipline may be substituted as follows: 60 semester hours or Associate's Degree equals one (1) year, 90-120 semester hours or Bachelor's Degree equals two (2) years. Demonstrated professional experience in: Providing customer service to individuals in-person, over the phone, and through email or chat tools. Using a trouble ticket system or other automated work tracking software. Supporting Microsoft Windows, Microsoft Office applications, and Adobe applications. Supporting audio-visual equipment. Providing employee technical training. Using Microsoft Active Directory, specifically group and user management. Working in a fast-paced environment responding to multiple requests and deadlines. Supporting mobile technology platforms (examples: tablets, iPads, smartphones).

Preferred: Associate Help Desk Specialist Level
Bachelor's degree or higher in information technology or computer science.
Two years of progressively more responsible work experience in an IT-related profession.
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.

Help Desk Specialist Level
Bachelor's degree or higher in information technology or computer science.
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.

Senior Help Desk Specialist Level
Bachelor's degree or higher in information technology or computer science.
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 (KSAs)
Help Desk Specialist Level
Demonstrated ability to work in a collaborative and diverse team environment.
Demonstrated ability to provide service in a friendly. positive, and professional manner.
Ability to work independently within specified time constraints while demonstrating sound decision-making skills.
Excellent written and verbal communication skills to a variety of audiences (management, peers, users, vendors)

Senior Help Desk Specialist Level
Help Desk Specialist Level KSAs plus:
Demonstrated ability to solve technical problems, utilize good organizational skills, and comfortable managing multiple priorities

Working Conditions
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. The individual must be able to access all areas of the building and movement between buildings is required.

Salary and Appointment Information
These positions are full-time Civil Service IT Support Associate (Associate Help Desk Specialist) and IT Technical Associate (Help Desk Specialist/Senior Help Desk Specialist) positions appointed on a twelve (12) month service basis. The expected start date is as soon as possible after the closing date. The Associate Help Desk Specialist salary range begins at $45,000. The Help Desk Specialist salary range begins at $55,000. The Senior Help Desk Specialist salary range begins at $65,000. Salary is commensurate with experience and qualifications.

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (CST) on November 14th, 2022. 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. For further information about this specific position, please contact AHS HR at ahs-hr@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, 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 accessibility@illinois.edu.

Requisition ID: 1012016
Job Category: Technical
Apply at: https://jobs.illinois.edu