ITSA Help Desk Support I (CS25-246)
ITSA Help Desk Support I (CS25-246)
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$ 44650 - 48010
1 Vacancy
Job Description
Description
Position Description
Under the administrative direction of the Manager the ITSA -Help Desk Support I(CS25-246)position provides first-level technical support and troubleshooting for client issues within a dynamic help desk environment. Support is delivered via phone email or in-person interactions. This role is responsible for resolving a broad range of technical issues related to hardware software networking antivirus/malware and other ITS-managed services.
The ideal candidate will demonstrate a strong commitment to delivering exceptional customer service maintaining effective communication and ensuring timely resolution of support requests. This position plays a key role in enforcing quality service guidelines and contributes to ongoing improvements in customer satisfaction metrics.
What Youll Be DoingProvide first-level technical support to end-users on a variety of IT-related issues and services.
Troubleshoot and resolve hardware software and network connectivity problems.
Diagnose and remove viruses/malware and ensure system security protocols are followed.
Assist clients with operating systems productivity tools and ITS-supported applications.
Document track and monitor issues in the help desk ticketing system to ensure a timely resolution.
Escalate unresolved issues to higher-level support as necessary ensuring thorough documentation.
Promote and enforce ITS service standards and quality control processes.
Assist in gathering and analyzing help desk metrics to identify trends and improve response strategies.
Support efforts to enhance knowledge base articles standard procedures and training documentation.
Participate in continuous improvement initiatives to enhance service delivery and client satisfaction.
Maintain confidentiality and integrity of data in accordance with institutional and regulatory policies.
Minimum Acceptable Qualifications
Minimum Qualifications:
-High School Graduation or equivalent. Any combination totaling one year from the following categories: progressively more responsible work experience in an Information Technology (IT) related profession; college course work which included Information Technology (IT) or a closely related discipline 60 semester hours or Associate. All experience can be concurrent.
-1 years experience with end-user hardware and software troubleshooting (desktop computers laptops printers mobile devices)
-1 years experience troubleshooting user-side connectivity issues (WiFi connections VPN access basic network troubleshooting)
-1 years experience supporting common operating systems
-Strong customer service orientation with excellent communication skills
-Ability to clearly explain technical conceptsSupplemental Information
Civil Service Information:Civil Service Application - FAQs
Application Instructions:How to Apply - Step by StepIllinois Residency Requirement:Pursuant to the State Universities Civil Service System out-of-state candidates must establish Illinois residency within 180 calendar days of the start date for this position.
Illinois residency requires proof of a valid Illinois Drivers License or state of Illinois ID Card. Failure to produce the required documentation within 180 calendar days will result in immediate termination of employment.
Classification: State Universities Civil Service System Classification Number: Custom Class SUCSS Classification Title. For more information on Civil Service classifications please visit the State Universities Civil Service System website at: who qualify for preference must provide proof of eligibility within ten (10) working days of submitting an application. The required proof of eligibility includes at a minimum a copy of the veterans DD214/DD215 form (Department of Defense) NGB22 form (National Guard) or Discharge Orders or DD256 Discharge Certificate (Reserves). For help in determining the appropriate proof of eligibility to submit please refer to theGuide for Veteran Document Verification.
Pre-Employment Screening:External candidates receiving a job offer must undergo pre-employment screening including a criminal background check. For safety sensitive positions a drug screen will also be required.
Work Authorization Information:This position does not offer work authorization sponsorship. International students at SIUE on F-1 or J-1 visas are not eligible for full-time or part-time civil service positions with permanent status. F-1 and J-1 visa holders must be enrolled full-time and can only apply for temporary part-time roles working 20 hours or less per week during spring and fall semesters such as student worker positions assistantships and civil service extra help roles. SIUE is a state university and its important to highlight that benefits from state-sponsored plans may not be accessible to individuals on F1 or J1 visas.
Accommodation:If you are unable to utilize our online application system and need to request an accommodation please reach out to us at or via email at:
EEO Statement
Southern Illinois University Edwardsville is an equal opportunity employer and thus prohibits discrimination against employees applicants for employment and students on the basis of age color disability marital status national origin race religion sex sexual orientation or veterans status.
We value your interest and look forward to reviewing your application. For questions or more information please email.
Employment Type
Full-Time
