Technology Support Center Analyst
Technology Support Center Analyst
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Job Description
Technology Support Center Analyst
Work type: On Campus
Location: Normal Illinois
Division Name: Finance and Planning
Department: Client Services
Job Summary
This position is part of the Technology Support Center (TSC) team which provides first level functional and technical support through phone email chat web form and in person contacts. Support topics cover a broad range including but not limited to: applications university owned hardware ISU functional processes and personally owned devices. When escalation is necessary analysts will accurately document the issue or request and escalate to the appropriate team. The supported user base includes Prospective Students Enrolled Students Faculty Staff Guests and Annuitants of Illinois State University.
Additional Information
Technology Solutions provides Information Technology services for the administrative and business functions of Illinois State University. Through our Technology Support Center and our highly trained staff Technology Solutions looks to improve the campus experience for students faculty staff and the rest of the University community.
Client Services provides computing support to the entire campus community. They diagnose and resolve information technologyrelated issues including problems with network connectivity and ULID accounts.
Position Highlights:
- This position is eligible for hybrid work (mix of prescheduled remote and inperson days) after a minimum sixmonth training period. Eligibility is based upon employee performance appropriate remote working environment and business needs.
- Adjustable desks which allow for work in sitting or standing positions are provided.
- Training will be provided on technical support topics.
University Benefit Highlights:
- Insurance benefits including health dental vision and life
- Retirement and supplemental retirement planning options
- Tuition waiver benefits available to staff as well as their eligible dependents
- Paid holiday/administrative closures during Thanksgiving and Winter Breaks
- Paid benefit time
For more University Benefit information: regarding eligibility for participation in the State Universities Retirement System and the State of Illinois Group Insurance program can be reviewed here Rate / Pay Rate
$23.00 $25.00 per hour
Required Qualifications
- High school graduation or equivalent
- Any combination totaling one year from the following categories:
a. Progressively more responsible work experience in an Information Technology (IT) related profession
b. College course work which included Information Technology (IT) or a closely related discipline as measured by the following conversion table or its proportional equivalent
60 semester hours or associates degree equals one year) - The following skills and abilities:
a. Proven customer service skills and the ability to work with a diverse constituency.
b. Ability to interact and work effectively in a team environment.
c. Demonstrated ability to follow established procedures even in a highpressure situation.
d. Ability to effectively multitask and selfmanage assigned projects and daily tasks in an environment with shifting priorities.
e. Excellent oral and written communication skills.
f. Proven analytical problemsolving skills and the ability to research complex problems independently.
Preferred Qualifications
- Bachelors degree
- Information Technology related certification
- Experience in/with the following:
a. creation of business or technical documentation
b. working with customer or support record applications such as a CRM or ITSM system
c. working in a higher education environment and/or previous technology support environments
d. supporting both the Windows and Mac operating systems as well as a variety of mobile operating systems (Android iOS etc. common browsers and applications such as Microsoft Office
e. working in a call center environment
Work Hours
The Technology Support Center is open 7 days per week 7:30am 10:00pm Monday through Friday and 10:00am 6:30pm Saturday and Sunday.
This position is for second shift: 1:30pm 10:00pm Monday through Friday. A weekend shift rotation approximately every 9 weeks is required.
Functional Expectations
Must be able to complete the following with or without a reasonable accommodation:
- Remain at a workstation for extended periods.
- Distinguish colors on a monitor.
- Effectively communicate on a daily basis.
Proposed Starting Date
May 2025
Required Applicant Documents
Resume
Reference List
Please Note: These documents are required to be submitted online in order to complete the application process. Please have these documents ready prior to clicking on Apply
Optional Applicant Documents
Transcript See Special Instructions to Applicants for additional options
Certification of Retirement Annuity
Please Note: These documents may be submitted online in order to complete the application process. Please have these documents ready prior to clicking on Apply
Special Instructions for Applicants
Please fully complete the entire application including but not limited to the education and work history portions. Be specific on your work history including employment dates (if parttime you must list the number of work hours) and duties for all positions held. Applicable parttime work experience will be considered toward qualifying for this position; however it will be converted to a fulltime equivalency to determine combined length of experience. Please do not put see resume in the duties and responsibilities section of the work history. This will be considered an incomplete application and incomplete applications will not be considered.
If you are using college or university coursework to qualify for this position then college or university transcripts (may be unofficial) must be submitted prior to the application deadline to receive full consideration. Transcripts can either be uploaded with your application or submitted via the options listed below.
To be eligible for Veterans Preference points on the exam appropriate military service documentation such as a DD214 must be submitted prior to the application deadline.
Transcripts and/or military service documentation may be faxed or mailed to Human Resources by the application deadline:
Fax: 309.438.0011 Attn: Kira Shelton
Address: Illinois State University
Human Resources
Campus Box 1300
Normal IL
The Civil Service examination for this classification is based on your application materials and responses to the supplemental questions. No participation other than submission of applicant materials is required from applicants that qualify to take the exam. If you meet the minimum required qualifications for this position you will receive a score calculated based on your education and experience and your name will be placed on the active employment register by exam score. After the application deadline the names within the top three scores will be referred to the department for interview. The active register for this classification will be voided when the position is filled.
Applicants for this position must be authorized to work in the U.S. without ISU sponsorship. Sponsorship for work authorization will not be considered for this position.
Illinois State University is authorized to do business within the State of Illinois. All work under this appointment is required to be performed from within the State of Illinois. If hired outofstate candidates must establish Illinois residency within 180 calendar days from the start date for this position. Illinois residency requires proof of a valid Illinois drivers license or a valid State of Illinois ID card. Failure to produce the required documentation within 180 calendar days will result in immediate termination of employment.
Contact Information for Applicants
Important Information for Applicants
This position is subject to a criminal background investigation and if applicable an employment history review based on University Policy 3.1.30 and any offer of employment is contingent upon you passing a satisfactory criminal background investigation and/or an employment history review. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.
Illinois State University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.
If you are an individual with a disability and need a reasonable accommodation under the Americans with Disabilities Act (ADA) or other state or federal law you may request an accommodation by contacting the Office of Equal Opportunity and Access at . The Office of Equal Opportunity and Access will hold any confidential information you provide in confidence.
If you are having difficulty accessing the system please call Human Resources at .
Department
Client ServicesThe Office of Technology Solutions is seeking two second shift Technology Support Center Analysts to provide first level functional and technical support through phone email chat web form and inperson contacts.
Current Opportunities
Department
Client ServicesThe Office of Technology Solutions is seeking two second shift Technology Support Center Analysts to provide first level functional and technical support through phone email chat web form and inperson contacts.
Required Experience:
IC
Employment Type
Hourly
