Desktop Support Specialist I (5032)

This position provides microcomputer hardware and software support to Information Technology and to the departments supported by Information Technology. This position assists Information Technology clients and participates in Information Technology teams to further the development of the information “commons” at the School of Medicine.

This position is ON SITE only

Examples of Duties 95% Hardware and Software Support

1. Works with higher-level support technicians to provide first-line computer support for the Department of Information Technology and units/departments supported by Information Technology, and other departments within the School as needed. Troubleshoots and resolves moderately complex software and hardware problems. Consults with higher-level specialists to resolve problems, when necessary.
2. Installs, configures, and updates operating system, application, and communication software on personal computer workstations.
3. Installs microcomputer hardware, peripherals, and software. Tests hardware, software, and peripherals for compatibility.
4. Configures operating system, application, and communication software to allow printing to local and network printers as well as School installed printer/copier/scanners.
5. Tests operating system, application, and communication software installations for proper start-up and exit; for the reliable saving, printing, and retrieving of documents from that application; and for access to on-line help.
6. Diagnoses and resolves computer hardware and software issues.
7. Documents service requests, applications and systems using provided ticket tracking and documentation systems.
8. Manages video conference and resource calendar schedules, including scheduling, updating and removing meetings as requested, in addition to monitoring and troubleshooting problems, and updates web pages and calendaring system accordingly.

5% Network Support

1. Assists with campus computer network cabling moves, additions, and changes.
2. Establishes and maintains documentation relevant to network modifications.

1. High School Graduation or equivalent AND
2. Any one or any combination totaling one (1) year (12 months) from the following categories: a. 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)

b. Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field. AND

One year work experience providing end-user technical support or related help-desk support specifically supporting the configuration and maintenance of Microsoft Windows operating systems (experience can be in conjunction with requirement #2);* AND

Possession of a valid Illinois Driver’s License and an automobile to carry out the duties of this position.

*Note: Bachelor’s Degree in Computer Science, Information Technology or a closely related field may be substituted for requirements #2 and #3 above. Skills and Abilities Needed for the Position

The person in this position must have a logical orientation to problem solving, in addition to the following specific knowledge.

1. Must have good knowledge of computing practices, methods, principles, and techniques and be able to conduct hardware/software/network malfunction investigations and diagnostic testing.
2. Expertise with common office productivity software, electronic mail and calendaring.
3. Must have good knowledge of microcomputers and their operating systems.
4. Ability to plan, coordinate, and implement chronological operations. Possess strong analytical and troubleshooting skills. Must possess the ability to act independently, manage multiple ongoing projects, see tasks through to completion in an orderly and timely fashion, and work well with a team.
5. Must possess excellent interpersonal skills in training, advising, and assisting end users with microcomputer equipment, software, and networking.
6. Must possess good organizational skills, the ability to act independently, and the persistence to see tasks through to completion in an orderly fashion.
7. Must be able to exercise good judgment.
8. Sensitive to the needs of underrepresented minority populations.

The mission of Southern Illinois University School of Medicine is to optimize the health of the people of central and southern Illinois through education, patient care, research and service to the community.

The SIU School of Medicine Annual Security Report is available online at https://www.siumed.edu/police-security. This report contains policy statements and crime statistics for Southern Illinois University School of Medicine in Springfield, IL. This report is published in compliance with Federal Law titled the “Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act.”

Southern Illinois University School of Medicine is an Affirmative Action/Equal Opportunity employer who provides equal employment and educational opportunities for all qualified persons without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, protected veteran status or marital status in accordance with local, state and federal law.

Pre-employment background screenings required.

Southern Illinois University School of Medicine is an Equal Opportunity Employer.