Computer Support Technician (Information Services Specialist I, Opt. C - UMP)

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 assisting in providing end-user assistance with computer hardware and software issues. In this role you will perform computer installations and participate with senior analysts in the configuration, testing, installation, documentation and maintenance of desktop/laptop systems and related peripheral systems. In addition, you will assist higher level staff in conducting training sessions for end-users and staff. If you possess these knowledges, skills, abilities and experience, we invite you to apply for this position with DoIT!, * Under immediate supervision, serves as a Customer Support Technician for the Department of Innovation & Technology (DoIT) assisting in performing professional Client Services, such assisting and supporting end users of Microsoft Office and other applications, software, and automated equipment.

• Participates with senior analysts in the configuration, testing, installation, documentation and maintenance of desktop/laptop systems and related peripheral systems, including network communication, client network configurations, routing protocols, VPNs, Internet, and computer programming and scripting.
• 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.
• Assists higher level staff in conducting training sessions for end users and staff, including compiling and organizing workshop materials and acquiring and maintaining all training materials in compliance with all requirements.
• Keeps abreast of new developments in the Information Technology (IT) field by continued education though online training platforms, attending meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on IT products, vendors, techniques and procedures.
• Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.

• Requires knowledge, skill, and mental development equivalent to completion of two (2) years of college with course work in computer science, Client Services, or directly related fields.

OR

• Requires satisfactory completion of an agency sponsored training program.

Qualifying state employees in the employee Upward Mobility Program, may complete combinations of specific proficiency tests and training programs leading to a certificate of proficiency in lieu of the stated requirements for this classification.

Preferred Qualifications

• Elementary knowledge of supporting and troubleshooting Microsoft Windows operating systems, including assisting with testing, implementation, documentation, maintenance, and on-site or remote problem diagnosis and repair of desktop laptop systems.
• Elementary knowledge of automated software deployment tools such as Microsoft Windows/Microsoft Installer scripts (MSI), System Center Configuration Manager (SCCM), or Lite-Touch, including experience assisting with software distribution and updating designated service management systems and documentation.
• Elementary knowledge of network communication concepts and principles, including client network configurations, routing protocols, VPN, and Internet, as demonstrated by assisting in connecting systems to the network and participating in configuration, testing, installation, and maintenance of desktop/laptop systems and related peripheral equipment.
• Elementary knowledge of Microsoft Office client software products, gained through assisting and supporting end users of Microsoft Office applications and providing on-site, off-site, or telephone support to resolve user issues.
• 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.
• Working knowledge of verbal and written communication skills to present technical information clearly and precisely to diverse audiences, including business users, development teams, agency executives, and others., 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 State of Illinois.
• Requires the ability to pass a position specific, agency required background check.
• Requires self-disclosure of criminal history.
• Requires a valid driver’s license and the ability to travel.
• Requires the ability to work outside of normal hours to meet deadlines.
• Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone, etc.
• 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 or equipment weighing up to 30 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 objects weighing up to 25 pounds.
• 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