University of Illinois Urbana-Champaign · 2 weeks ago
Service Desk Analyst Associate/Service Desk Analyst - Student Affairs Technology
Urbana, IL, US
Full-time
Hybrid
Entry, Mid Level
$40K/yr - $50K/yr
1+ years expThe University of Illinois Urbana-Champaign is a leading research institution seeking a Service Desk Analyst Associate to serve as the first point of contact for technology support requests within Student Affairs. The role involves providing desktop and software support, managing user accounts, and assisting with special technology projects to enhance the student experience.
Higher Education
No H1B
Responsibilities
Serve as first point of contact users with technology requests and service issues; refer more complex issue to peers as appropriate
Gather information and track issues using a ticket system to report customer feedback, identify problems and trends, and suggest resolutions
Create and maintain end user documentation
Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity
Provide support and training for assigned unit specific applications
Generate and compile reports for assigned unit specific applications
Assist staff with initial user account setup and access
Serve as a Unit Security Contact; providing systems account provisioning and termination
Assume appropriate related additional duties to further the mission of the unit
Provide assistance with special technology projects and Service Desk reports as directed
Qualification
Required
High school diploma or equivalent
One (1) year 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
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 providing application and/or desktop support to end users, including Microsoft Office
Two (2) 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 providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools
Experience providing application and/or desktop support to end users, including Microsoft Office
Experience troubleshooting Windows workstation operating systems
Experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including group and user management
Preferred
Experience troubleshooting Windows workstation operating systems
Experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including group and user management
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 in a higher education environment
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 audio visual equipment, including setup and maintenance
Experience with providing technical training to end-users
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.
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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