University of Illinois Urbana-Champaign · 2 weeks ago
Senior Service Desk Analyst - Student Affairs Technology
Urbana, IL, US
Full-time
Hybrid
Mid, Senior Level
$60K/yr - $70K/yr
4+ years expThe University of Illinois Urbana-Champaign is a leading research institution that is seeking a Senior Service Desk Analyst for its Student Affairs Technology team. The role involves providing technical support, training, and documentation for Student Affairs units, while also serving as a resource for software implementations and customer service initiatives.
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
Required
High school diploma or equivalent
Any one or any combination totaling four (4) years (48 months) from the following categories: A. College coursework which 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) B. 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
A 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.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Robert Whitmore
Co-Founder | Evolution & Impact of Societies in Africa | *EISA*
Shelley Giordano
Co-Founder Academy for Home Equity in Financial Planning University of Illinois
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