Customer support specialist information specialist

Full job description

Position Title: Information Services Specialist I, Option C - UMP

Agency :

Posting Date:6/12/24

Closing Date:6/26/24

Salary: $5,423 - $7,721/Month (Effective 7/1/2024)

Job Type: Salaried

County: Sangamon

Number of Vacancies: 1

Plan/BU: RC063

This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position.

All applicants who want to be considered for this position MUST apply electronically through the illinois.jobs2web.com website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal.

Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered.

Transcript are required. If you do not upload transcripts you will not be considered for the position.

Posting Identification Number 38858

Position Overview

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. This position serves as a Customer Support Specialist completing professional assignments of limited scope in the Enterprise Production Operation Services (EPOS)/Input Services (IS) Section. In this role you will assist higher level staff in performing multi-platform monitoring of nightly production cycles for assigned agency systems. In addition, you will assist in performing routine end of the day transaction of batch programs between mainframe and midrange systems. If you possess these skills, knowledges and experience, we invite to apply for this position with DoIT!


As a State of Illinois employee, you receive a comprehensive benefits package including:

• Competitive Group Insurance benefits including health, life, dental and vision plans
• Flexible work schedules (when available and dependent upon position)
• 10-25 days of paid vacation time annually (10 days for first year of state employment)
• 12 days of paid sick time annually which carryover year to year
• 3 paid personal business days per year
• 13-14 paid holidays per year dependent on election years
• 10 weeks of paid maternity/paternity leave
• Pension plan through the State Employees Retirement System
• Deferred Compensation Program – voluntary supplemental retirement plan
• Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP)
• Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

For more information regarding State of Illinois Benefits follow this link:

Essential Functions

30% Under immediate supervision, serves as a Customer Support Specialist for the Department of Innovation & Technology (DoIT):

• Completes professional assignments of limited scope in the Enterprise Production Operation Services (EPOS)/Input Services (IS) Section.
• Assists in performing basic services requests in accordance with established operational standards and guidelines.
• Takes initial customer request via telephone or email.
• Collects detailed information to fully understand and document the request.
• Creates detailed service requests and enters requests in reporting system software.
• Completes and resolves requests within scope and knowledge of available procedures.
• Engages appropriate DoIT resources in the resolution of requests/incidents and refers questions or problems not defined by standard practice and established procedure to higher level staff.
• Provides status updates to customers and DoIT management through phone, email and assigned documentation.
• Utilizes AIX, DB, VCM, UNIX, ServiceNow ticketing system, Active Directory, MS Office Suite, remote desktop management, desktop emulations and standard desktop operating systems in performance of duties.

25% Assists higher level staff in performing multi-platform monitoring of nightly production cycles for assigned agency systems:

• Monitors, executes, and troubleshoots multi-agency system programs and processing between various platforms and escalates to on-call personnel when appropriate.
• Refers the more complex questions or problems to higher level staff when necessary.
• Cross trains to additional multi-platform processing schedules.
• Assists in analyzing and performing network communication functions using software that troubleshoots questionable network performance for assigned state agencies.
• Tracks database calendar requirements and makes schedule adjustments accordingly.

20% Assists with isolating user problems using diagnostic tools:

• Gathers documentation of information for root cause analysis.
• Coordinates support from other internal sources to ensure prompt resolution of issues due to failures and unsatisfactory service related to installations, maintenance and/or repairs.
• Monitors IT systems and applications and notifies appropriate personnel of alarms and emergency situations.
• Escalates issues and provides notification and updates to customers, agency contacts and DoIT management in accordance to the internal escalation procedures.

10% Assists in performing routine end of the day transaction of batch programs between mainframe and midrange systems:

• Maintains documentation on requests and incidents using appropriate reporting tools according to the procedures and standards established.
• Assists with monitoring and reviewing requests to ensure properly categorized within the reporting system for accurate routing and reporting/analysis and recording all. activities and customer communications within the work log to ensure a detailed history
• Works outside of normal hours to meet deadlines.

Essential Functions (Continued)

5% Participates in the development of methods and procedures and training programs to improve skill levels associated with the products, services, and processes:

• Assists in compiling a variety of reports and documentation using advanced software and providing detailed input to department management.

5% Keeps abreast of new developments in the Information Technology (IT) field:

• Continues education by attending meetings, training sessions, seminars and conferences to increase familiarity with and maintain current on IT products, vendors, techniques and procedures.
• Attends demonstrations and exhibitions related to assigned operations.
• Travels when held off-site.

5% Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.

Minimum Qualifications

1. Requires knowledge, skill and mental development equivalent to completion of two (2) years of college with course work in computer science or directly related fields
OR
1. Requires satisfactory completion of an agency sponsored training program

Preferred Qualifications (In Order of Significance)

1. Elementary knowledge of technical customer call support
2. Elementary knowledge of ServiceNow or similar ticketing system
3. Elementary knowledge of AIX, DB, VCM, and UNIX
4. Elementary knowledge of Active Directory
5. Elementary knowledge of remote desktop management
6. Elementary knowledge of desktop emulations and standard desktop operating systems
7. Elementary knowledge of IT monitoring tools and methods
8. Elementary knowledge of anti-virus software
9. Elementary knowledge of MS Office Suite software

Conditions Of Employment

1. Requires the ability to travel
2. Requires the ability to pass a position specific, agency required background check
3. Requires ability to work outside of normal business hours to meet deadlines
4. Requires use of agency-supplied equipment (cell phone, laptop, etc.)

Work Hours: 4PM- 12AM; Tuesday - Saturday

Work Location: 120 W Jefferson St Springfield, IL 62702-5170

Agency Contact:

Ebony Allen

Email:

Phone #:

Posting Group: Science, Technology, Engineering & Mathematics

This title is within the Upward Mobility Program. General Program information can be found by clicking on the Upward Mobility Program link or for specific title information at UMP Title Descriptions. There are three categories of UMP titles: 1) certificate titles which require passing a written proficiency exam; 2) credential titles which require the possession of a specified college degree and/or licensure; and 3) dual titles for which a certificate may be earned by following either the certificate or credential pathway.

This position DOES NOT contain “Specialized Skills” (as that term is used in CBAs).

The Department of Innovation & Technology (DolT) is the state's IT agency delivering an enterprise approach to statewide technology, innovation and telecommunication services, as well as policy and standards development, lifecycle investment planning, and cybersecurity services. With over 1,500 employees, DolT delivers IT services and innovative solutions to customer agencies to improve services provided to Illinois residents, DolT offers employees the opportunity to advance their careers, develop new skills and reach their potential, both personally and professionally. DoIT is committed to promoting and preserving a workplace culture that embraces diversity and inclusion. We welcome and value employees with different backgrounds, life experiences and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation.

APPLICATION INSTRUCTIONS

Use the “Apply” button at the top right or bottom right of this posting to begin the application process.

If you are not already signed in, you will be prompted to do so.

State employees should sign in to the career portal for State of Illinois employees – a link is available at the top left of the Illinois.jobs2web.com homepage in the blue ribbon.

Non-State employees should log in on the using the “View Profile” link in the top right of the Illinois.jobs2web.com homepage in the blue ribbon. If you have never before signed in, you will be prompted to create an account.

If you have questions about how to apply, please see the following resources:

State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid

Non-State employees: on Illinois.jobs2web.com – click “Application Procedures” in the footer of every page of the website.

The main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses: