Associate IT Service Desk Specialist

We are seeking a motivated and customer-focused IT professional to join our team as an Associate IT Service Desk Specialist (IT Support Associate - ITSA). This is an entry-level role ideal for someone who enjoys helping others, is eager to learn, and has a strong interest in technology. In this role, you will provide frontline support to end users, troubleshoot a variety of technical issues, and help ensure a positive customer experience. We are looking for someone with excellent customer service skills, a curious mindset, and the ability to think critically when solving problems. A willingness to learn new tools and technologies, along with a collaborative attitude, is essential. This is a great opportunity to build a strong foundation in IT, develop your technical and professional skills, and make a meaningful impact supporting our community.

This position will be expected to work at the University of Illinois Urbana-Champaign campus on a full-time basis per the University’s Workplace Flexibility policy. Sponsorship for work authorization is not available for this position.

Why Work at Technology Services?

Highlights of Employee Benefits

Job Summary This position provides technical expertise in a highly technical campus 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., * 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 faculty, staff, and student clients as well as the community for services provided by Technology Services 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 Technology Services ticketing system and/or Technology Services 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 campus users.
• Train and document performance of junior staff and student workers in order to maintain proper levels of customer service and support. Act as point of escalation for junior staff.
• Perform other duties as assigned including:
• Create support document for use within Technology Services.
• 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 Technology Services as well as suggest alternatives.
• Serve on cross department functional team.
• Serve on special projects.
• Provide technical leadership.
• Obtain basic training and certifications.
• Participate in seminars, classes and staff meetings.

Do you have experience in IT department experience?, Do you have a High school diploma or GED?, * High school diploma or equivalent.

• One (1) year of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
• College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows: o 30 semester hours equals one (1) year o Associate’s Degree (60 semester hours) equals eighteen (18) months o 90 semester hours equals two (2) years o Bachelor’s Degree (120 semester hours) equals three (3) years)

Preferred Qualifications

• Experience working in an IT environment in higher education.
• Experience working in an IT Service Desk troubleshooting tickets.

Knowledge, Skills and Abilities

• General understanding and ability to use different computer software programs and on-line databases such as: Microsoft Office Suite, Microsoft Unified Communications (Outlook Exchange), Box, Knowledge Base, and ticketing system.
• Ability to provide a positive customer service experience to those with inquiries.
• Ability to handle emergency situations in a calm and efficient manner.
• Ability to work with others cooperatively.
• Excellent communication skills.
• Demonstrated organizational and time-management skills.
• Ability to adapt quickly to frequently changing policies.
• Ability to exercise initiative, use independent judgment, work and communicate well with all customers and co-workers.
• Demonstrated problems solving skills.

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, This is a 100% full-time Civil Service 5032 - Information Technology Support Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after the closing date. The budgeted salary for the position is $45,000 to $52,000. Salary is commensurate with experience., 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.

At the University of Illinois Urbana-Champaign - the state’s flagship public university and one of the world’s leading research institutions - every staff member helps shape what’s next. Founded in 1867, Illinois is home to a vibrant community of 59,000 students from all 50 states and 129 countries, supported by 15 colleges and instructional units, more than 20 research institutes, and one of the most comprehensive student service ecosystems in the nation. Whether you’re empowering first-generation students, fueling breakthrough innovation, or strengthening communities across Illinois and beyond, your work here has a far-reaching and deeply meaningful impact. The university offers a highly competitive benefits package designed to support your well-being, growth, and financial security. Join a top 10 public university that has launched over 330 startups and continues to redefine excellence - where the Illinois Value Proposition ensures that your contributions are recognized, your potential is nurtured, and your career can thrive.

Champaign-Urbana