Springfield IL - Information Technology Support Associate (Help Desk)

This position provides technical expertise in a highly technical health care environment in the areas of telecommunications, data and networking, applications, security, and computing. This position must analyze, process, and coordinate responses to service requests and inquiries, resolve incidents/trouble tickets and/or escalate help request to the proper support tier or functional group. Position involves a high level of customer service and is located in the Springfield Administrative Office., *

• The incumbent answers telephone, email, chat and in-person inquiries, incidents, and service requests from external and internal sources to provide general, technical and/or procedural support to staff, and general computing needs: receive and track, analyze and interpret, research and troubleshoot, process/resolve and/ or escalate requests, incidents and inquiries that fall outside of documented processes. Document actions using DSCC as a whole ticketing system and/or DSCC service management system as well as other internal tools and escalate unanswerable requests/inquiries/incidents along with appropriate documentation. Provide service information regarding feature/functionality, training opportunities and self-help information and documentation to DSCC users.
• Travel to provide technical support to the DSCC Regional Offices throughout the State of Illinois.
• Perform other duties as assigned including: Create support document for use within IT and DSCC as a whole, follow and propose alternatives to existing incident management; direct customers to existing documentation and advise management of any noticed customer needs or problems affecting services provided by DSCC as well as suggest alternatives; serve on special projects; obtain basic training and certifications; and participate in seminars, classes, trainings, and staff meetings.

• High school graduation or equivalent

• Any combination totaling one (1) 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, as measured by the following conversion table or its proportional equivalent:
• 60 semester hours or Associate’s Degree equals one (1) year

Additional education, training, and/or work experience in an area of specialization inherent to the position may be required:

Preferred Qualifications Education Preferred

• Bachelor’s degree in a relevant field, including Computer Science, Engineering, Information Technology, or other relevant field

Experience Preferred

• Experience working in an IT environment in Higher Education/Health Care
• Experience working in an IT Help Desk troubleshooting tickets

and among all national universities. UIC has nearly 260,000 alumni, and is one of the largest employers in the city of Chicago.

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.

UIC is among the nation’s preeminent urban public research universities, a Carnegie RU/VH research institution, and the largest university in Chicago. UIC serves over 34,000 students, comprising one of the most diverse student bodies in the nation and is designated as a Minority Serving Institution (MSI), an Asian American and Native American Pacific Islander Serving Institution (AANAPSI) and a Hispanic Serving Institution (HSI). Through its 16 colleges, UIC produces nationally and internationally recognized multidisciplinary academic programs in concert with civic, corporate and community partners worldwide, including a full complement of health sciences colleges. By emphasizing cutting-edge and transformational research along with a commitment to the success of all students, UIC embodies the dynamic, vibrant and engaged urban university. Recent “Best Colleges” rankings published by U.S. News & World Report, found UIC climbed up in its rankings among top public schools in the nation