Fast Facts
The ITSA-Desktop Support role involves providing on-site microcomputer hardware and software support primarily at the School of Medicine, collaborating with higher-level technicians to troubleshoot and resolve issues, and assisting with network modifications.
Responsibilities: Provide first-line computer support, troubleshoot software and hardware issues, install and configure systems and software, document service requests, manage video conference schedules, assist with network changes.
Skills: Proficient in hardware/software troubleshooting, knowledge of Microsoft Windows operating systems, experience with office productivity software, strong analytical and interpersonal skills.
Qualifications: High School Diploma or equivalent plus one year of IT-related experience or relevant coursework; one year of end-user technical support; valid Illinois Driver's License.
Location: USA
Compensation: Not provided by employer. Typical compensation ranges for this position are between $40,000 - $65,000.
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 ONSITE ONLY*****
Hardware and Software Support 95%
- 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.
- Installs, configures, and updates operating system, application, and communication software on personal computer workstations.
- Installs microcomputer hardware, peripherals, and software. Tests hardware, software, and peripherals for compatibility.
- Configures operating system, application, and communication software to allow printing to local and network printers as well as School installed printer/copier/scanners.
- 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.
- Diagnoses and resolves computer hardware and software issues.
- Documents service requests, applications and systems using provided ticket tracking and documentation systems.
- 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.
Network Support 5%
- Assists with campus computer network cabling moves, additions, and changes.
- Establishes and maintains documentation relevant to network modifications.
Minimum Acceptable Qualifications
Credentials to be verified:
- High School Graduation or equivalent AND
- Any one or any combination totaling one (1) year (12 months) from the following categories:
- 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)
- 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.
- Must have good knowledge of computing practices, methods, principles, and techniques and be able to conduct hardware/software/network malfunction investigations and diagnostic testing.
- Expertise with common office productivity software, electronic mail and calendaring.
- Must have good knowledge of microcomputers and their operating systems.
- 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.
- Must possess excellent interpersonal skills in training, advising, and assisting end users with microcomputer equipment, software, and networking.
- Must possess good organizational skills, the ability to act independently, and the persistence to see tasks through to completion in an orderly fashion.
- Must be able to exercise good judgment.
- Sensitive to the needs of underrepresented minority populations.
Condition of Employment
Pursuant to the State Universities Civil Service System, an out-of-state resident who is hired into this position must establish Illinois residency within 180 calendar days of their start date.
