Job Summary:

The College of Liberal Arts & Sciences Administration unit is seeking to hire an IT Support Associate (Help Desk) resource.

The IT Support Associate partners with users to review and resolve problems and issues associated with utilizing LAS systems, applications and services. This position acts as interface between customers and systems used at UIC in the College of LAS. The IT Support Associate recommends standard policies and procedures for providing routine service. This position coordinates activities to maintain systems, programming, and operations documentation, procedures, and methods including user and reference manuals.

The IT Support Associate provides support for basic incident resolution and requests reported to the LAS IT Helpdesk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of LAS computer systems. The IT Support Associate is responsible for collectinginformation through phone, email, or other means, accessing support tools, and additional support staff as needed.

The IT Support Associate creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

Key Responsibilities / Duties:

Customer Support

• Provides timely and friendly IT support via phone, email, office appointments, and walk-in customers.
• Provides basic computer training to LAS IT customers.
• Trains customers on use of UIC and LAS systems and applications.

Administration

• Installation of operating systems and software on LAS computers using tools provided such as SCCM, Deploy Studio, etc.
• Development and continuous improvement of documentation for all support activities and problem resolutions.
• Attends customer meetings to gain knowledge of customers' evolving needs.
• Documents resolutions, and updates internal and external knowledge bases.
• Attends training sessions and meetings to improve efficiency and customer service.
• Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.

Performance

• Coordinates with external technical support personnel to resolve internally reported issues.
• Gain general knowledge of UIC and LAS applications and systems, increasing ability to resolve requests on first contact

 Strategic Planning

• Recommends changes to address frequent support issues encountered by customers.
• Recommends changes to processes to improve customers' ability to do the work they need to do.
• Diagnoses and resolves complex problems, questions and inquiries encountered by clients according to established practices.

Performs other duties as assigned.

Minimum Acceptable Qualifications Required:

1. High School Graduation or equivalent
2. Minimum 1 year professional IT Support Services experienc, which includes demonstrated experience providing end-user technical and troubleshooting support with computer hardware,  software and classroom technologies within desktop and networking environments via, telephone, ticketing systems and/or onsite resolution.

Preferred Qualifications:

• Working knowledge of systems such as SCCM, Active Directory, Bomgar or Remote Support tool.
• Experience in a University or highly decentralized unit.
• Certifications or experience related to IT support

To Apply: For fullest consideration, please complete an online application by clicking the Apply for Position button below.

Please fully complete all sections of the online application including adding your full work history, education, certifications and skills. Please upload all valid certifications and transcripts within the document section of your online application.

All civil service positions require an exam.  The exam for this position is a Credentials Assessment.  You will not be required to report in person for this exam.

Credential Assessment Exam Scoring Information:

You will not be required to report in person for this exam. The updated online application and all uploaded, relevant documents, such as a resume and/or college transcript will be used in the calculation of the exam score. These documents should be uploaded prior to the position close date. 

When completing your online application, please be sure to provide detailed information about your job knowledge and specific duties and responsibilities, as your qualifications for any Civil Service position will be primarily determined based on what is contained in the application. Dates of employment and if employed on a full or part time basis (including number of hours per week) must be indicated for each position held. Additional consideration will be given to supporting documentation i.e. resume, transcripts, licenses, and certifications so please be sure to attach all applicable documents.

If a degree or college coursework is required, you must provide official transcripts.

Transcripts/Licenses/Certifications MUST be uploaded electronically to your online application through the "Documents" page on the Civil Service Employment Application (page 4). Be sure to select the appropriate document type before uploading the document.

If your educational institution provides electronic transcripts, please have them sent to hross@uic.edu

If your educational institution doesn’t provide electronic transcripts, they must mail the transcripts to:

University of Illinois at Chicago
Recruitment and Staffing
Human Resources Building Room 109
715 S. Wood Street M/C 862
Chicago IL 60612
Attn: IT SUP ASC - LAS Help Desk

If an application and all applicable forms, transcripts, and supporting documents are not submitted by the close date, the applicant/employee will not be considered for this position and will be denied. 

For fullest consideration, the above mentioned requirements must be submitted no later than 12/10/2018.

We appreciate your interest in employment at the University of Illinois at Chicago. 

The University of Illinois is an Affirmative Action/Equal Opportunity Employer.  

This position requires Illinois residency within 180 days of the hire date.