Job Summary:

The Information Technology Manager / Administrative Coordinator (Help Desk Manager), works in the Office of Information Technology (OIT) under the supervision of the Director and Assistant Director, and will interact directly with end users within the College and must possess excellent spoken and written communication skills, in addition to the required technical abilities listed below. This position requires the ability to think strategically for procedure & policy development, and student staff supervision & development.

Key Responsibilities / Duties:

• Manage and directly supervise Help Desk staff which includes; managing schedules, assigning work assignments, performance management of staff, devlopment of performance metrics, developing and implementing tranining program on departmental policy and Help Desk procedures. 
• Manage Support request ticket system (RT Tracker), Manage and develop student workers to provide IT support.
• Train users on proper PC and applications usage.
• Develop advanced user training materials and tutorials.
• Develop support-related policies/procedures, service level agreements, and ongoing management of service level compliance.
• Assist other members of OIT with IT projects.
• Manage OIT inventory: hardware, software, mobile, and other resources.
• Configure, maintain and deploy computers for users within the College. Coordinate with external vendors when necessary (repair service, phone system support, etc.).
• Liaison to central technology services for users and departments.
• Notify end users of upcoming changes, system updates and relevant processes of OIT.
• Document & Project Management.
• Perform other related duties and participate in special projects as assigned.

Minimum Acceptable Qualifications Required:

1. Bachelor's degree in Computer Science, Information Technology or a related field is required for this position. 
2. Minimum of six (6) years of progressively more responsible work experience in an IT profession, of which a minimum of 2 years of experience has been within a supervisory or lead worker capacity.
3. Professional level IT Help Desk experience within IT Support Services – 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:

• A bachelor's degree in computer science or a related field
• Experience in higher education or not-for-profits a plus. Able to work in a team environment with a desire and willingness to learn about new technologies.
• Experience with Active Directory, and general Windows permissions
• Strong analytical skills for resolving technical problems requiring minimal supervision
• General understanding of networking protocols and standards
• Strong experience with MS Windows, Mac OS X, and/or Linux/Unix desktop OS'
• Strong experience with user applications including MS Office, Adobe Acrobat, and other standard desktop applications
• Strong experience with user hardware including printers, copiers, scanners, and other standard peripherals
• Ability to lift personal computers (~60 lbs)
• Good Customer Service

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

Please fully completed all sections of the online application including adding your full work history and education.

Please upload all valid certifications and transcripts within the document section of your online application.

A degree 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 MGR (Help Desk) LAS

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 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 Friday 12/6/2019.

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.