Computer Support Technician II (Information Services Specialist II, Opt. C)

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. This position serves as a Computer Support Technician II, providing strong technical and customer service skills. In this role you will provide end user assistance with computer hardware and software issues and perform computer installations. In addition, you will participate in the configuration, testing, installation, documentation and maintenance of desktop/laptop systems and related peripheral systems. If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position to join the DoIT Team!, * Under general supervision, serves as a Computer Support Technician II for the Department of Innovation & Technology (DoIT) providing intermediate level technical support and assistance to end users, including providing professional support in software distribution at user provided facilities using automated deployment tools.

• Participates in the analysis of configuration, testing, installation, documentation and maintenance of desktop/laptop systems and related peripheral systems, including reviewing configurations to verify they comply with agency security considerations, performance requirements and established standards.
• Performs the process of duplicating new operating system installations, including Microsoft Windows and Mac, for efficient on-site installations of large quantities of desktop/laptops statewide, including conducting on-site desktop/laptop installations and provides direct user contact support.
• Provides intermediate level troubleshooting and support services for agency computers and equipment, including providing accurate and quality resolutions to user reported problems with computer hardware, software and related peripherals or services.
• Participates in conducting training sessions for end users and staff, including providing one-on-one training to users and evaluating training sessions.
• Keeps abreast of new developments in the information technology field by continuing education through online training platforms, meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

• Requires knowledge, skill, and mental development equivalent to completion of two (2) years of college with coursework in computer science or directly related fields.
• Requires one (1) year of Client Services or related Information Technology experience.

Specialized Skills

• Requires one (1) year of professional experience providing enterprise-level computer technical services and support to end users, including assisting with Microsoft Office and other software applications, automated equipment, and statewide user problem diagnosis both on-site and remotely.
• Requires one (1) year of professional experience supporting and troubleshooting Microsoft Windows or Mac operating systems, including performing operating system duplication, testing, installation, maintenance, and configuration of desktop and laptop systems.
• Requires one (1) year of professional experience utilizing automated software deployment tools such as Microsoft Windows/Microsoft Installer scripts (MSI), System Center Configuration Manager (SCCM), and Lite-Touch procedures and programs for software distribution and installation.

Preferred Qualifications

• One (1) year of professional experience providing enterprise-level computer technical services and support to end users, including assisting with Microsoft Office and other software applications, automated equipment, and statewide user problem diagnosis both on-site and remotely.
• One (1) year of professional experience supporting and troubleshooting Microsoft Windows or Mac operating systems, including performing operating system duplication, testing, installation, maintenance, and configuration of desktop and laptop systems.
• One (1) year of professional experience utilizing automated software deployment tools such as Microsoft Windows/Microsoft Installer scripts (MSI), System Center Configuration Manager (SCCM), or Lite-Touch procedures and programs for software distribution and installation.
• Working knowledge of network communication concepts and principles, including knowledge of client network configurations, routing protocols, Virtual Private Networks (VPN), Internet Technologies or basic computer programming or scripting to support user connectivity and system functionality.
• Working knowledge of Microsoft Office client software products, including assisting end users with application usage, troubleshooting issues, and maintaining compliance with established standards and procedures.
• Ability to analyze data logically and exercise sound judgement in defining and evaluating problems of an operational or procedural nature.
• Ability to gain and maintain effective working relationships with associates, vendors, clients, and others.
• Developed verbal and written communication skills to present technical information clearly and precisely to diverse audiences, including business users, development teams, agency executives, and others.

Conditions of Employment

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.

• Requires the ability to verify identity.
• Requires employment authorization to accept permanent full-time position with the State of Illinois.
• Requires the ability to pass a position specific, agency required background check.
• Requires self-disclosure of criminal history.
• Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone and any other required equipment or devices.
• Requires the ability to attend seminars, conferences, and training to remain current on methods, tools, ideologies or other industry related topics relevant to job duties.
• Requires the ability to lift and carry objects weighing up to 50 pounds. This is considered medium work as defined by the U.S. Department of Labor (20 CFR 404.1567(c)). Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds.
• Requires a valid driver’s license and the ability to travel, including occasional overnight stays.
• Requires the ability to work outside of normal hours to meet deadlines, work overtime OR serve on an on-call basis.
• The conditions of employment listed are incorporated and/or related to any duties included in the position description.

Anticipated Hybrid Work Schedule Availability:1 to 5 Days per week in office, depending on operational needs, As a State of Illinois employee, you receive a comprehensive benefits package including:

• Competitive Group Insurance benefits including health, life, dental and vision plans.
• Flexible work schedules (when available and dependent upon position).
• 10 -25 days of paid vacation time annually (10 days for first year of state employment).
• 12 days of paid sick time annually which carry over year to year.
• 3 paid personal business days per year.
• 13-14 paid holidays per year dependent on election years.
• 12 weeks of paid parental leave.
• Pension plan through the State Employees Retirement System.
• Deferred Compensation Program - voluntary supplemental retirement plan.
• Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP).
• Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility.

For more information regarding State of Illinois Benefits follow this link: https://www2.illinois.gov/cms/benefits/Pages/default.aspx

The Department of Innovation & Technology (DolT) is the state’s IT agency delivering an enterprise approach to statewide technology, innovation, and telecommunication services, as well as policy and standards development, lifecycle investment planning, and cybersecurity services. With over 1,500 employees, DolT delivers IT services and innovative solutions to customer agencies to improve services provided to Illinois residents, DolT offers employees the opportunity to advance their careers, develop new skills and reach their potential, both personally and professionally. DoIT is committed to promoting and preserving a workplace culture that embraces diversity and inclusion. We welcome and value employees with different backgrounds, life experiences and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of