IT Specialist and Senior IT Specialist- Engineering IT Shared Services at University of Illinois in Urbana, Illinois

Job Description:

IT Specialist and Senior IT Specialist
Engineering IT Shared Services
The Grainger College of Engineering
University of Illinois Urbana-Champaign

Engineering IT Shared Services at the University of Illinois at Urbana-Champaign seeks applicants for an IT Specialist and/or Senior IT Specialist. We are the IT services provider for the nationally-ranked Grainger College of Engineering, providing services for teaching, research, and learning. Our mission is to be a trusted academic partner in support and service to over 1,100 faculty and staff, and over 10,000 students. We pride ourselves on a customer-centric approach, with emphasis on effectiveness, transparency, and accountability to furnish innovative solutions to the needs of a college dedicated to ingenuity.


You will enjoy energetic and challenging work running and supporting our IT services, along with a transparent and respectful work environment built upon partnerships, collaboration and teamwork. We care deeply about supporting the growth of our employees and invest in employee development through mentorship, cross-functional teams, and professional development and career-advancement opportunities.


Engineering IT Shared Services values employees who are able to work autonomously and on a team with integrity, honesty, comfort with ambiguity, and a growth mindset. Individuals that demonstrate commitment and determination in their work will find this a rewarding and supportive environment.


The IT Specialist and Senior IT Specialist provides end-user workstation, application, and system support for assigned departments and users within the Grainger College of Engineering, which includes focusing on one or more of the following: administrative business and academic operations, classrooms and instructional labs, or research computing/HPC. Includes managing file and print shares, wired networks, and Engineering specific software and licensing. This Senior level role further serves as a planning and technical resource for colleagues, as well as an advisor to management on forward planning. This position reports to the User Services Manager within the IT Operations Division of Engineering IT Shared Services.
IT Specialist




Duties and Responsibilities:



Customer Service and Support:
Delivering excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.
Working on a team of IT professionals supporting the instructional, research, or administrative customers of the Grainger College of Engineering.
Working with units, teams, and individuals to provide the unique technological needs for their instructional, research, and administrative technology environment.
Working to build relationships with customer community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings.
Working to resolve customer satisfaction issues.


System and Network Support:
Assisting in planning, research, purchasing, and installation of IT systems and products (hardware/software deployment).
Analyzing functional and performance issues associated with use of technology, collaborate with peers on possible solutions and implement corrective actions in a timely manner.
Consulting with customers on installation and use of software applications, including interfaces with network connections and optimizing systems for best performance.
Providing customer assistance with network connectivity, administer and audit local building networks, manage DNS and DHCP for departmental networks.
Advising and assist in the use of varied computing and communications technology.
Providing hardware quotes for purchasing and consultation.


Organizational Support:
Interacting with various teams within Engineering IT Shared Services to ensure outstanding service delivery to customers.
As needed, supervising student/hourly employees, including the assignment of tasks, performance management, etc.; may also serve as a mentor/coach to junior staff.
Implementing centralized services where practical and align them to the unique needs of unit or customers.
Working within cross-functional teams, with limited authority for final decision making.


Project and Task Delivery:
Managing projects at the divisional or team level and drive deliverables and results by designated deadlines.
Completing individual projects and tasks assigned by supervisor on time with quality.


Other Duties as Assigned



Minimum Qualifications:



High school diploma or equivalent.
Four years of progressively more responsible work experience in an Information Technology (IT) related profession.
College coursework that 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).
Experience working in a customer service environment.
Experience in workstation management on Windows, Macintosh, or Linux environment.
Experience in the administering of Microsoft Active Directory, LDAP, or other directory service.



Preferred Qualifications:


Experience in technology at an institution of higher education or equivalent.
Experience scripting or programing in at least one format or language.



Knowledge, Skills and Abilities:



Proficiency in workstation management on Windows, Macintosh, or Linux environment.
Ability to diagnose network problems and maintain network security.
Knowledge of essential network services (DNS, DHCP, VoIP, and/or VPNs).
Familiarity with technology tools to optimize delivery of IT services, such as endpoint management, system imaging, or centralized configuration solutions.
Knowledge of the systems and operations used within the areas and departments of responsibility.
Knowledge of networking services and network connectivity methods.
Excellent customer service skills.
Excellent oral and written communications skills.
Ability to contribute strongly to cross-functional groups assigned to tasks or project work.
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.
Knowledge in the application of IT security concepts.
Knowledge of two or more common operating system platforms.
Knowledge using Microsoft Active Directory, LDAP, or other directory services.



Senior IT Specialist




Duties and Responsibilities:



Customer Service and Support:
Promoting and delivering excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.
Working on a team of IT professionals supporting the instructional, research, or administrative customers of the Grainger College of Engineering.
Working with units, teams, and individuals to provide the unique technological needs for their instructional, research, and administrative technology environment.
Working to build relationships with customer community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings.
Setting and manage the expectations of customers and resolve customer satisfaction issues.
Acting as an advocate for Engineering clients in service planning and deployment of new IT services.


System and Network Support:
Assisting in planning, research, purchasing, and installation of IT systems and products (hardware/software deployment).
Analyzing functional and performance issues associated with use of technology, collaborate with peers on possible solutions and implement corrective actions in a timely manner.
Consulting with customers on installation and use of software applications, including interfaces with network connections and optimizing systems for best performance.
Providing customer assistance with network connectivity, administer and audit local building networks, manage DNS and DHCP for departmental networks.
Advising and assist in the use of varied computing and communications technology
Providing hardware quotes for purchasing and consultation.


Organizational Support:
Initiating action with various teams within Engineering IT Shared Services to ensure outstanding service delivery to customers.
As needed, supervising student/hourly employees, including the assignment of tasks, performance management, etc.; may also serve as a mentor/coach to junior staff.
Promote use of and implement centralized services where practical and align them to the unique needs of unit or customers.
Leading and working within cross-functional teams.
Acting as a technical and institutional resource for other IT Specialists, providing training and advice as needed.

Project and Task Delivery:
Managing projects at the organizational, divisional, or team level and drive deliverables and results by designated deadlines.
Completing individual projects and tasks assigned by supervisor on time with quality.
Actively seeking out and delivering solutions to unresolved problems inside and outside of the organization.


Other Duties as Assigned



Minimum Qualifications:



High school diploma or equivalent.
Six (6) years of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows:
30 semester hours equals one (1) year, Associate's Degree (60 semester hours) equals eighteen (18) months, 90 semester hours equals two (2) years, Bachelor's Degree (120 semester hours) equals three (3) years).
Experience working in a customer service environment.
Experience in workstation management on Windows, Macintosh, or Linux environment.
Experience in the administering of Microsoft Active Directory, LDAP, or other directory service.



Preferred Qualifications:


Experience in technology at an institution of higher education or equivalent.
Experience scripting or programing in at least one format or language.



Knowledge, Skills and Abilities:



Extensive knowledge of the systems and operations used within the areas and departments of responsibility.
Extensive knowledge of networking services, network connectivity methods, and diagnosing network problems and essential network services, such as DNS, DHCP, VoIP, and/or VPNs.
Excellent customer service skills.
Excellent oral and written communications skills.
Ability to lead groups of peers in cross-functional groups assigned to tasks or project work.
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.
Extensive knowledge in the application of IT security concepts.
Knowledge of two or more common operating system platforms.
Knowledge using Microsoft Active Directory, LDAP, or other directory services, including group and object management, policy tasks, access control and authorization.
Knowledge of enterprise endpoint management solutions, such as Microsoft MECM, Intune, Munki, Workspace ONE, etc.



APPOINTMENT INFORMATION

This is a full-time Civil Service Information Technology Technical Associate position appointed on a 12-month service basis. The expected start date is as soon as possible after the closing date. Starting salary for the IT Specialist position is $57,700. Starting salary for the Senior IT Specialist position is $65,700. Salary for both positions are commensurate with experience and qualifications. This position is primarily on-site, with the potential to do some hybrid work as needed. Work authorization is not available for this position.



APPLICATION PROCEDURES AND DEADLINE INFORMATION

Applications must be received by June 20, 2024. Apply for this position using the Apply Now button at the top or bottom of this posting. Please upload your cover letter, resume, and names/contact information for three references. 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 Kelsey Marr at krok2@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, 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: 1024780
Job Category: Technical
Apply at: https://jobs.illinois.edu