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University of Illinois Urbana-Champaign · 8 hours ago

Service Desk Analyst Associate/Service Desk Analyst - Student Affairs Technology

Urbana, IL

Full-time

Hybrid

Entry, Mid Level

$40K/yr - $50K/yr

1+ years exp

The University of Illinois Urbana-Champaign is seeking a Service Desk Analyst Associate to enhance the student experience through innovative IT services. This role serves as the first point of contact for support requests, providing desktop support, software support, and account management while contributing to the mission of Student Affairs Technology.

Higher Education

No H1B

Responsibilities

Serve as first point of contact users with technology requests and service issues; refer more complex issue to peers as appropriate

Gather information and track issues using a ticket system to report customer feedback, identify problems and trends, and suggest resolutions

Create and maintain end user documentation

Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity

Provide support and training for assigned unit specific applications

Generate and compile reports for assigned unit specific applications

Assist staff with initial user account setup and access

Serve as a Unit Security Contact; providing systems account provisioning and termination

Assume appropriate related additional duties to further the mission of the unit

Provide assistance with special technology projects and Service Desk reports as directed

Qualification

IT customer serviceDesktop supportMicrosoft OfficeWindows troubleshootingMicrosoft Active DirectoryApplication supportAudio visual supportTechnical documentationApple OS troubleshootingMobile technology supportTechnical trainingHigher education experienceCollaborationCommunication skills

Required

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

Demonstrated experience providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools

Demonstrated experience providing application and/or desktop support to end users, including Microsoft Office

High school diploma or equivalent

Two (2) years of work experience in IT ‐ related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field

Experience providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools

Experience providing application and/or desktop support to end users, including Microsoft Office

Experience troubleshooting Windows workstation operating systems

Experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including group and user management

Preferred

Experience troubleshooting Windows workstation operating systems

Experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including group and user management

Experience troubleshooting Apple OS or Apple mobile OS in an enterprise environment

Experience supporting and troubleshooting Adobe applications

Experience supporting mobile technology platforms such as tablets, iPads or smartphones

Experience in a higher education environment

Experience troubleshooting Apple OS or Apple mobile OS in an enterprise environment

Experience supporting and troubleshooting Adobe applications

Experience supporting mobile technology platforms such as tablets, iPads or smartphones

Experience supporting audio visual equipment, including setup and maintenance

Experience with providing technical training to end-users

Benefits

Health

Dental

Vision

Life Insurance

A Retirement Plan

Paid time Off

Tuition waivers for employees and dependents

Company

University of Illinois Urbana-Champaign

The University of Illinois Urbana-Champaign is dedicated to building upon its tradition of excellence in education, research, public engagement and economic development.

Founded in 1915

Champaign, IL, US

10001+ employees