INFO TECH SUPPORT ASSOCIATE

Agency: Illinois Board of Higher Education

Closing Date/Time: 06/22/2024

Salary: $45,000 - $75,000 year

County: Sangamon; Cass; Christian; Logan; Macon; Macoupin; Menard; Montgomery; Morgan

Number of Vacancies: 1

****A RESUME IS REQUIRED FOR THIS JOB POSTING****

Please attach a DETAILED Resume/Curriculum Vitae (CV), a copy of your transcripts or diploma for all degrees earned, and a copy of any applicable professional licensures to the MY DOCUMENTS section of your application. Please note that the Illinois Board of Higher Education must verify proof of higher education for any degree earned (if applicable) before any offer can be extended. You WILL NOT be considered for the position if you attach a CMS100, CMS100b or any other document in lieu of a Resume or CV.

About IBHE

IBHE has been supporting higher education in Illinois for more than 50 years. We are a dedicated team of professionals, overseen by a Board appointed by the Governor, who are working for a strong, equitable higher education system, which we believe is essential for the state to thrive. We work with leaders in colleges, universities, state and federal government agencies, governors, legislators, and other entities to strategically further this mission.

In its strategic plan, A Thriving Illinois: Higher Education Paths to Equity, Sustainability, and Growth, IBHE has identified three goals and 25 strategies to help achieve its vision of a higher education ecosystem that ensures individuals, families, and communities across the state thrive.

• Equity - Close equity gaps for students who have been left behind.
• Sustainability - Build a stronger financial future for individuals and institutions.
• Growth - Increase talent and innovation that drives economic growth.

About the position:

The Illinois Board of Higher Education (IBHE) is seeking an IT Help Desk Technician in the Information Technology & Systems Unit, reporting to the IT Systems Manager.

This is a covered position under the State Universities Civil Service System.

The IT Help Desk Technician will support the day-to-day Help Desk needs of the Illinois Board of Higher Education including managing IT support request related communications, ensuring those requests are appropriately documented with the Help Desk ticketing system, handling overall ticket categorization, triage, assignment, monitoring, and resolution of all incoming IT tickets and issues.

Duties and Responsibilities

40% 

• Record, troubleshoot, escalate, and follow-up with end-users regarding IT support matters
• Assists IT department management in monitoring the Help Desk ticketing system supporting the Agency’s work to accomplish organizational goals and objectives
• Installs and deploys end-user devices such as, workstations, laptops, phones, tablets, and other IT technology to users, including software troubleshooting for Microsoft office and other IT systems
• Works with IT Systems Manager to automate, where possible, deployment of supported devices

30%

• Assists IT Management with creating, updating, and maintaining accuracy of IT procedures, work instructions, and standards
• Adheres to all Organizational / IT Policies, procedures, work instructions, and standards

15%

• Works directly with the IT Management and Administrative personnel to support the organization in areas of electronic devices, applications, network systems, servers, and other information technology systems and support
• Support IT department management with maintaining and organizing IT inventory

10%  Provide backup support for administration of all IT systems for the IT System manager

5% Other duties as assigned, within the same class specifications

Minimum Required Education and Experience

1. High school diploma or equivalent.
2. Any one or any combination totaling one (1) year (12 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:

• 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)
• Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)

1. 1. Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.

Minimum Qualifications: Basic Skills

• Knowledge of the systems and operations used within the areas and departments of responsibility
• Excellent verbal and written communication skills
• 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

Preferred Qualifications/Skills

• 1+ years of relevant experience working with desktop computers, phones, and other electronic devices
• 1+ years working with Windows 10/11, Linux desktop, or IOS
• 1+ years’ experience using Windows 10/11, 1+ years’ experience working with Linux desktop/server, exposure to IOS
• Prior experience supporting Microsoft Office products

Work Hours: 8:00am - 4:00pm / Mon - Fri

Work Location*: 1 N Old State Capitol Plz Springfield, IL 62701-1323

*onsite required - hybrid work arrangement may be available. Travel within Illinois is expected, as required by the work.

Agency Contact: IBHE Human Resources

Email:

Phone #:

Job Family: Science, Technology, Engineering & Mathematics

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: