Service Desk Analyst

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

1. Customer support (20%): Provide direct customer support via phone, email, and other support channels. Efficiently troubleshoots to understand and isolate the customer's 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.
2. Production 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.
3. System 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.
4. Incident 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.
5. Knowledge 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.
6. Service 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.
7. Communication (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.
8. Professional 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.
9. Perform other duties and responsibilities appropriate for an IT Technical Associate. (5%)

QUALIFICATIONS

High school diploma or equivalent. Any one or any combination totaling two (2) years (24 months) from the following categories: College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent: 30 semester hours equals one (1) year (12 months) Associate's Degree (60 semester hours) equals eighteen months (18 months) 90 semester hours equals two (2) years (24 months) Bachelor's Degree (120 semester hours) equals three (3) years (36 months) Work experience in IT-related functions, such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field. Preferred Familiarity with batch scheduling concepts and experience with service management software and ability to extract data, conduct analysis, and develop recommendations strongly preferred. Web design experience and ability to read and edit HTML, CSS, and JS. Knowledge of SQL and shell scripting HDI or ITIL certification

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 concludes. Sponsorship 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 $50,000.00 - 60,000.00. Salary is competitive and commensurate with qualifications and experience, while also considering internal equity. For more information on Civil Service classifications, please visit the SUCESS web site at This 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. System HR Talent contact: Zuri White at View email address on click.appcast.io is available for further information on this specific search. System Human Resource Services View phone number on click.appcast.io View email address on click.appcast.io 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 View phone number on click.appcast.io, or by emailing View email address on click.appcast.io . Requisition ID: 9001024 Job Category: Civil Service Campus Location: Urbana Employment Notices - View Federal and State notices related to employment at the University of Illinois System. Offers of employment by the University of Illinois System may be subject to approval by the University’s Board of Trustees and are made contingent upon the candidate’s successful completion of any criminal background checks and other pre-employment assessments that may be required for the position being offered. Additional information regarding such pre-employment checks and assessments may be provided as applicable during the hiring process. The University of Illinois may conduct background checks on all job candidates upon acceptance of a contingent offer. Background checks will be performed in compliance with the Fair Credit Reporting Act. The University of Illinois System requires candidates selected for hire to disclose any documented finding of sexual misconduct or sexual harassment and to authorize inquiries to current and former employers regarding findings of sexual misconduct or sexual harassment. For more information, visit System Human Resource Services website. As a qualifying federal contractor, the University of Illinois System uses E-Verify to verify employment eligibility . #J-18808-Ljbffr Csod