Service Desk Analyst
Job Location:
Urbana, OH - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Service Desk Analyst
AITS Admin
- Remote
Sponsorship for work authorization is not available for this position.Posting Category:System Office jobs such as this one are eligible for the Referral Program.
Responds to inquiries and requests for assistance with computer systems and/or usage. Identifies analyzes troubleshoots and assists in problem resolution with the aim of eliminating recurrences and reducing repeat calls. This position acts as the first single point of client contact to AITS and serves as a contact for problem reporting and resolution system status and availability and general information pertaining to procedures facilities and other AITS services and coordinates with other IT areas to resolve problems as necessary. For additional information on Administrative Information Technology Services (AITS) please visit: DUTIES AND RESPONSIBILITIES Based on position requirements additional education training and/or work experience in the area of specialization inherent to the position may be required. Preferred:
support (20%): Provide direct customer support via phone email and other support channels. Efficiently troubleshoots to understand and isolate the customers root issue; utilizes the KnowledgeBase as primary resource for finding solutions; thinks creatively to troubleshoot and solve unfamiliar issues; able to make connections between tickets to find common problems; watches for trends that indicate potential problems; directs issues to higher support tiers and collaborates with external teams to resolve issues when needed. Must think of the customer as the most important part of the job; promotes a professional Service Desk image and sells the value of the Service Desk.
requests and batch monitoring (20%): Provide technical front-line and second tier support related to open systems batch processing (e.g. batch requests migrations parameter modification etc.). Search for and analyze potential operating and batch problems and initiate corrective measures within limits of authority. At times this will require the candidate to seek out assistance and work with IT professionals both within and outside the administrative IT organization and the candidate will need to demonstrate flexibility and perform duties as each situation dictates.
and application monitoring (20%): Monitor system activity/performance for a large complex of servers network interfaces and peripheral devices taking corrective action in a timely manner. Ensures all monitoring alerts are acknowledged resolved and cleared from view. Pages on-call staff and posts to the university status page to communicate urgent and high priority incidents in a timely manner.
and problem documentation (10%): Logs all calls and email requests into ticketing system; documents solutions in KnowledgeBase in a clean presentable style that is simple for all customers to understand and follow; includes in support tickets all pertinent facts on the customer and troubleshooting steps that have been attempted to solve issues particularly for tickets that need to be transferred to higher support tiers; works to eliminate recurring problems.
management (10%): Daily and routine management of knowledge articles to ensure accuracy and freshness. Create new knowledge articles and update content in existing articles when needed. Maintain content in the knowledge repository so that it is an effective tool for internal support staff and for customers alike.
and process improvement (5%): Assist in developing and achieving unit goals to help improve Service Desk service productivity and efficiency. Participate on project teams to test and implement new products and services facilitate sharing of information within and across AITS groups and assist in evaluating software tools to enhance monitoring capabilities. Participate in customer service/process improvement initiatives. Participate in and encourage a knowledge-sharing environment; develop and deliver cross-training activities to Service Desk staff. Establish and nurture working relationships with clients and AITS departmental staff.
(5%): Keeps peers and end users informed of trends significant problems unexpected delays and anything new in the environment that will impact customers; keeps customers informed of wide-reaching problems scheduled downtime etc.; keeps customer informed of progress on problems that cannot be resolved on first call. Communicate and coordinate all software hardware system and operational problems that arise during shift. Possess a clear understanding of critical events when they happen (e.g. system interruptions server crashes failed backups production job aborts) what to do and with whom to make contact. Proactively share information with Service Desk employees on all shifts to ensure smooth transition of process ownership and provide workflow direction on specific activities which will require attention beyond shift turnover. Report atypical assistance requests and their resolution to all Service Desk staff.
Development (5%): Establish and achieve personal career goals. Maintain and develop technical knowledge analytical skills leadership skills and communication skills. Stay abreast of current technology. Attend training and conferences to stay abreast of current technology and to build and maintain a professional network.
other duties and responsibilities appropriate for an IT Technical Associate. (5%)
QUALIFICATIONS
KNOWLEDGE SKILLS AND ABILITIES
customer service experience required. Ability to interact with customers in a professional and courteous manner via telephone and email. Respectful of customers and manages difficult or emotional customer situations appropriately; responds and follows up promptly to needs and requests for service and assistance. to identify and resolve problems quickly and effectively; conveys reliable and accurate information so it is easily understood and uses appropriate communication mechanism(s) to disseminate information; possess sensitivity to involvement of the appropriate decision-makers as needed and knows when to escalate; implements solutions not fixes. writing and communication skills. Able to document technical solutions and create clear high-quality knowledge documents for public use by customers and internal support staff clearly and persuasively in positive or negative situations; listens and gets clarification of requests; responds well to questions; ability to interact clearly with people over the telephone often in stressful situations. be flexible in work schedules while maintaining punctual regular and consistent attendance. Must be available to work overtime or any shift (1st 2nd 3rd) as requested or required. teamwork skills and a great team player. Follows team expectations and guiding principles and holds teammates accountable for doing the same. to work independently; willing and able to make decisions in a timely manner in difficult or ambiguous situations. to take initiative and make improvements; anticipate customer needs; look for ways to make things better for the customer; pays close attention to detail. concepts of desktop and client software (browsers operating systems etc) time efficiently; approaches others in a tactful manner; treats others with respect; accepts responsibility for own actions. skills and capabilities to achieve team goals; encourages and gives credit to others for their contributions. a wide range of tasks responding to changes in direction and priorities; accepts new challenges responsibilities and assignments. Works outside of ordinary routine. to quickly learn and become self-sufficient on new technical skills.
APPOINTMENT INFORMATION
This is a 100%% Full TimeCivil Service IT Technical Associateposition. The expected start date is as soon as possible after the search process for work authorization is not available for this position.
System Office jobs such as this one are eligible for the Referral Program.
The budgeted salary range for the position is $50000.00 - 60000.00. Salary is competitive and commensurate with qualifications and experience while also considering internal equity.
For more information on Civil Service classifications please visit the SUCSS web site at position is intended to be eligible for benefits. This includes Health Dental Vision Life Insurance a Retirement Plan Paid time Off and Tuition waivers for employees and dependents.
APPLICATION PROCEDURE & DEADLINE INFORMATION
For full consideration please click the APPLY NOWlink on this page to submit an application on the university portal accepting applications for this system office position by 6 pm on 10/11/2026.
System HR Talent contact: Zuri White at is available for further information on this specific search.
System Human Resource Services
The University of Illinois System is an equal opportunity employer including but not limited to disability and/or veteran status and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks sexual harassment/misconduct disclosures and employment eligibility review through E-Verify.
Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal or by contacting the System Human Resource Services at or by emailing .
Requisition ID: 9001024
Job Category: Civil Service
Campus Location: Urbana
Required Experience:
IC
