IT Specialist and Senior IT Specialist - Engineering IT Shared Services

IT Specialist or Senior IT Specialist Engineering IT Shared Services The Grainger College ofEngineering University of IllinoisUrbana-Champaign EngineeringIT Shared Services at the University of Illinois at Urbana-Champaign seeksapplicants for a IT Specialist or Senior IT Specialist. We are the IT servicesprovider for the nationally-ranked Grainger College of Engineering, providingservices for teaching, research, and learning. Our mission is to be a trustedacademic partner in support and service to over 1,100 faculty and staff, andover 10,000 students. We pride ourselves on a customer-centric approach, withemphasis on effectiveness, transparency, and accountability to furnishinnovative solutions to the needs of a college dedicated to ingenuity. You will enjoy energetic and challenging work running andsupporting our IT services, along with a transparent and respectful workenvironment built upon partnerships, collaboration and teamwork. We care deeplyabout supporting the growth of our employees and invest in employee developmentthrough mentorship, cross-functional teams, and professional development andcareer-advancement opportunities. Engineering IT Shared Services values employees who are able towork autonomously and on a team with integrity, honesty, comfort withambiguity, and a growth mindset. Individuals that demonstrate commitment anddetermination in their work will find this a rewarding and supportiveenvironment. The University of Illinois is an Equal Opportunity, AffirmativeAction employer that recruits and hires qualified candidates without regard torace, color, religion, sex, sexual orientation, gender identity, age, nationalorigin, disability or veteran status. For more information, visit http://go.illinois.edu/EEO. The IT Specialist and Senior IT Specialist provide end-userworkstation, application, and system support for assigned departments and userswithin the Grainger College of Engineering, which includes focusing on one ormore of the following: administrative business and academic operations,classrooms and instructional labs, or research computing/HPC. Includes managingfile and print shares, wired networks, and Engineering specific software andlicensing. The Senior level role further serves as a planning and technicalresource for colleagues, as well as an advisor to management on forwardplanning. This position reports to the User Services Manager within the ITOperations Division of Engineering IT Shared Services. IT Specialist Duties and Responsibilities: CustomerService 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 andNetwork 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. OrganizationalSupport: 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. Projectand 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 MinimumQualifications: High school diploma or equivalent Four (4) years of progressively more responsible work experience in an Information Technology (IT) related profession. College course work which included Information Technology (IT), IT Management, or a closely related discipline, may be substituted as follows: 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. PreferredQualifications: 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 progressively more responsible work experience in an Information Technology (IT) related profession. College course work which included Information Technology (IT), IT Management, 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. PreferredQualifications: 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 TechnologyTechnical Associate position appointed on a 12-month service basis. Theexpected start date is as soon as possible after the closing date. The budgetedsalary range for the IT Specialist position is $57,700- $65,700, and the budgetedsalary range for the Senior IT Specialist position is $65,700- $76,500. Salaryis competitive and commensurate with qualifications and experience, while alsoconsidering internal equity. This position is primarily on-site, at theUniversity of Illinois Urbana-Champaign campus, with the potential to do somehybrid work as needed per the University's WorkplaceFlexibility policy.Sponsorship for work authorization is not available forthis position. APPLICATION PROCEDURES AND DEADLINE INFORMATION Applications must be received by December 9th,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 throughhttps://jobs.illinois.edu will not be considered. For further information aboutthis specific position, please contact Kelsey Marr at krok2illinois.edu.For questions regarding the application process, please contact 217-333-2137. The University of Illinois System is an equal opportunityemployer, including but not limited to disability and/or veteran status, andcomplies with all applicable state and federal employment mandates. Pleasevisit RequiredEmployment Notices and Posters to view our non-discrimination statement andfind additional information about required background checks, sexualharassment/misconduct disclosures, COVID-19 vaccination requirement, andemployment eligibility review through E-Verify. Applicants with disabilities are encouraged to apply andmay request a reasonable accommodation under the Americans with DisabilitiesAct (2008) to complete the application and/or interview process. Requests maybe submitted through the reasonable accommodations portal,or by contacting the Accessibility & Accommodations Division of the Officefor Access and Equity at 217-333-0885, or by emailing accessibilityillinois.edu. Requisition ID : 1027543 Job Category : Technical Apply at: https://jobs.illinois.edu