Information Technology Technical Associate- Peoria Campus Onsite Support

Posting Close Date: 9/16/22

Position Summary

The IT Technical Associate II provides technical expertise and support to all units represented at UICOMP, including research, academic, administrative staff, and faculty users to analyze, coordinate, evaluate and implement the appropriate computer hardware, software applications and network/communication technology. They are responsible for maintaining and supporting all computers connected to research lab equipment and research technologies. They ensures that all policies, procedures and security requirements are being met. This position is the 2nd line technical support, processes escalated issues from helpdesk and troubleshoot complex problems. They will work with Enterprise Services and Infrastructure to complete required connections to the UICOMP network. Duties & Responsibilities ? Process Level II desktop support, onsite and offsite, escalated from Level I/II Helpdesk to resolve complex problems. Provide timely support and troubleshooting in response to reported issues and resolve issues to customer satisfaction in alignment with service level agreement. Documents support using IT Service Management system by updating incident ticket with asset, status and resolutions. Responds, updates and resolves escalated complex user incident tickets on complex systems and platforms requiring in-depth knowledge and skills for use in multiple departments from Research, Healthcare, Administration, etc. Collaborate with network services, software systems engineering and/or application development to restore service and/or identify problems. Installs, tests, supports, and maintains hardware, software applications and network connectivity on computer equipment requiring advanced knowledge and experience with organization, processes and customers. Use discretion when advising users in the use of computers and standardized software, hardware, networking and communications concerns and purchases within technology standards and University policy procedure. Collaborate with external vendors in alignment with service level agreements to support approved computers connected to lab equipment. Severs as a vendor liaison. Analyze needs and provides plans, modifications and recommendation for system changes, in collaboration with staff and researchers that meet research needs. Technical support for onsite conferences and events; teleconferences, web conferences, and video conferences Acts as a resource and subject matter expert on research support for less experienced colleagues and end-users. ? Prepare equipment for scrap following the University disposal process; maintain system to meet security policies and IT guidelines. Provides documentation of proper information for inventory and billing of deployed UICOMP electronic equipment. Including, but not limited to, cables, adapters, IP Phones, computers, laptops, and printers. Interacts with Property Accounting Manager to support annual inventory process. Collaborate with software manager to maintain license documentation and list of software used in supported areas, including but not limited to research. Participates in maintaining documentation and vendor contact list for maintenance and support contracts with Client Service Manager, Enterprise Services and Infrastructure Manager, and Inventory Control Manager. Participates in projects as assigned. ? Develops, updates and maintains knowledgebase documents within responsibilities of the position; Create and maintain as-built documentation, maintain operational, configuration, or other procedures Creates, updates and maintains Standard Operating Procedures impacting job responsibilities; evaluates and contributes to development and maintenance of helpdesk Standard Operating Procedures. Participates in development of process and procedure improvements as needed when responsibilities contribute to process; including but not limited to hardware management, software management, etc

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Minimum Qualifications

• Any combination totaling?two (2) years?from the following categories:
• progressively more responsible work experience in an Information Technology (IT) related profession
• college course work which included Information Technology (IT), IT Management, or a closely related discipline, as measured by the following conversion table or its proportional equivalent:
• 60 semester hours or Associate's Degree equals one (1) year
• 90-120 semester hours or Bachelor's Degree equals two (2) years
• Additional education, training, and/or work experience in an area of specialization inherent to the position may be required:

Preferred Qualifications

Bachelor’s degree in IT or closely related discipline is preferred

2-5 year professional IT experience within defined discipline is preferred

1 year professional IT experience in research is preferred

Preferred knowledge of Apple products

Preferred knowledge of University research policy?

Ability to work with minimal guidance preferred?

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, COVID-19 vaccination requirement, and employment eligibility review through E-Verify.

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