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University of Illinois Urbana-Champaign · 8 hours ago

Senior Service Desk Analyst - Student Affairs Technology

Urbana, IL

Full-time

Hybrid

Mid, Senior Level

$60K/yr - $70K/yr

4+ years exp

The University of Illinois Urbana-Champaign is a leading research institution that aims to transform the student experience through innovative IT services. The Senior Service Desk Analyst will serve as a second level point of contact for technical support requests, train staff, and manage user accounts, contributing to the efficiency of Student Affairs Technology.

Higher Education

No H1B

Responsibilities

Serve as second level point of contact for more complex technology requests and service issues

Gather, track, and analyze issues using a ticket system to report customer feedback; help identify problems and trends; independently resolve or escalate issues as needed

Work within defined policies and procedures to identify problems to be solved, propose solutions with originality and/or ingenuity, obtain approval, and/or escalates appropriately

Create and maintain end user documentation

Create and maintain technical documentation for technology staff

Provide support and training for assigned unit specific applications

Generate and compile reports for assigned unit specific applications

Serve as a resource between SATech infrastructure and/or development teams and customers for major software implementations or system application changes

Train desk staff on providing basic call center routing and technical support to end users

Serves as a technical and institutional resource to peers and acts as escalation point for all team members

Gather and analyze customer metrics to anticipate needs and proactively work to find solutions

Completes and/or coordinates assigned individual or team on special technology projects, tracks assignments and resources to ensure project milestones are achieved

Assist staff with initial user account setup and access

Serve as a Unit Security Contact; providing systems account provisioning and termination

Serve as subject matter specialist for departmental building audio-visual spaces

Provide assistance, training, and troubleshooting for on-loan and fixed audio-visual equipment

Assume appropriate related additional duties to further the mission of the unit

Qualification

IT customer serviceMicrosoft Active DirectoryWindows troubleshootingTechnical trainingAudio-visual supportApplication supportCollaborationCommunication skillsProblem-solvingOrganizational skills

Required

High school diploma or equivalent

Any one or any combination totaling four (4) years (48 months) from the following categories: College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline

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

Demonstrated experience providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools

Demonstrated experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including group and user management

Demonstrated experience providing application and desktop support to end users, including Microsoft Office

Demonstrated experience troubleshooting Windows workstation operating systems

Demonstrated experience with providing technical training to end-users

Preferred

Experience troubleshooting Apple OS or Apple mobile OS in an enterprise environment

Experience supporting and troubleshooting Adobe applications

Experience supporting mobile technology platforms such as tablets, iPads or smartphones

Experience supporting essential network services (DNS, DHCP, and/or VPNs) and diagnosing network problems

IT Certifications related to core responsibilities and knowledge of position (e.g. ITIL, CompTIA A+, HDI Customer Service, etc.)

Experience supporting audio visual equipment, including setup and maintenance

Experience training students and/or professional staff

Experience in a higher education environment

Benefits

Health, Dental, Vision, Life Insurance

Retirement Plan

Paid time Off

Tuition waivers for employees and dependents

Company

University of Illinois Urbana-Champaign

The University of Illinois Urbana-Champaign is dedicated to building upon its tradition of excellence in education, research, public engagement and economic development.

Founded in 1915

Champaign, IL, US

10001+ employees