Job Details

Senior IT Specialist
School of Information Sciences

University of Illinois, Urbana-Champaign

Job Summary

Enjoy working in the School of Information Sciences (iSchool) supporting Information Technology. This position primarily supports our technology help desk. It also has focuses on providing support for our in person, online, and hybrid learning environments. Come and work with our team where we have fun while also having each other's backs and providing excellent support.

Duties & Responsibilities

Manage Help Desk Student Workers

• Developing and improving policies, procedures, and standards.
• Leading the team to hire new graduate students.
• Developing training for new student staff, including supervision of peer training.
• Supervising the student staff, including staffing the manager on duty office, scheduling student shifts, and coordinating Graduate Assistant projects.

Customer Service, Support, and Training

• Delivering excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.
• Monitoring the ticket system (currently TDX) for new and outstanding requests, update the request system regularly, and assign requests to appropriate individuals.
• Working on a team of IT professionals supporting instructional, research, and administrative computing in the School of Information Sciences.
• Working with units, teams, and individuals to provide the unique technological needs for their instructional, research, and administrative technology environment.
• Developing and delivering training for faculty and staff in the iSchool.
• Work to build relationships with customer community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings.
• Work to resolve customer satisfaction issues, including those elevated from the iSchool Help Desk.
• Documentation.

eLearning System Support

• Maintaining systems related to hybrid course delivery (both online and in-person students) for the colleges online programs and e-learning offerings including in-room systems and cloud-based services.
• Providing support for teaching and learning technology used by iSchool online programs.
• Creating and maintaining the teaching and learning infrastructure, including LMS templates, semester-cycle tasks such as creating new course spaces, migrating content from prior courses, archiving old courses, etc.
• Assisting in designing and supporting classroom technology systems and work to adapt such systems to the unique needs of the unit where necessary.
• Supporting faculty, instructors, and teaching assistants in use of learning management systems (LMS, currently Canvas), including both standard templates and specialized implementation.
• Researching emerging technologies in the eLearning and multimedia field.

Professional Development

• Keeping abreast of current technologies for course delivery.
• Representing the iSchool for help desk and instruction technology related topics on and off campus.
• Other duties as assigned.

Physical Demands

• Lifting/Carrying : Occasionally
• Pushing/Pulling : Occasionally

Additional Physical Demands

The majority of work will be within an office work environment, however visits to other campus locations can be expected. Work can involve lifting and moving equipment, media, and peripherals approximating 30-35 pounds. The individual must be able to access all areas of the building and movement between buildings is required. May require emergency response or maintenance work outside of normal working hours.

Minimum Qualifications

1. Any combination totaling two (2) years from the following categories:

A. progressively more responsible work experience in an Information Technology (IT) related profession
B. college course work which included Information Technology (IT), IT Management, 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
• 90-120 semester hours or Bachelor's Degree equals two (2) years

2. Demonstrated experience in customer service

Preferred Qualifications

Experience Preferred:

• Bachelor's degree in LIS, Computer Science, Education, or related field
• Experience with preparing and delivering training
• Experience supporting users at a distance
• Experience with learning management systems, especially Canvas
• Experience with both Mac and Windows operating systems
• Experience with ticketing systems, especially Campus TDX
• Experience with AV equipment, such as webcams and headsets

Knowledge, Skills and Abilities

• While this position is primarily during regular business hours, there may be a few times a year where work outside normal hours is required. Given the nature of the support, this position will not be eligible for remote work.

Appointment Information

This is a 100% full-time Civil Service 5031 - Information Technology Technical Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after 5/31/2023. The salary range starts at $65,700.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (CST) on April 30th, 2023. Apply for this position using the Apply Now button at the top or bottom of this posting, include a cover letter, a current resume, names, and contact information for three references, including email and telephone numbers. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact Jen Anderson, jdmorgan@illinois.edu. For questions regarding the application process, please contact 217-333-2137.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, COVID-19 vaccination requirement, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.