Job Details

Senior Operational Technician - Information Technology Services
Facilities and Services
University of Illinois at Urbana/Champaign

Facilities & Services (F&S) at the University of Illinois at Urbana-Champaign is accepting applications for a Senior Operational Technician. Under direct supervision of the F&S Associate Director of Shared Administrative Services - Director of Information Technology Services, the Information Technology Technical Associate, or the Manager of Infrastructure - The Senior Operational Tech will gather information about technical issues, take corrective action, and when necessary reassign tasks to more senior staff. The focus of this position is on tier 2 and tier 3-user support. This position serves as a bridge between IT staff focused on systems and junior staff who are focused on user support. The Senior Operational Tech is responsible for ensuring F&S staff have the technology necessary to effectively and efficiently complete their work.

MAJOR DUTIES AND RESPONSIBILITIES:

Tier 2 and Tier 3 Technical Support

• Promoting excellent customer service, maintaining strong relationships with the user community, and setting/managing expectations of customers.
• Lead the planning, research, purchasing and installation of end user technology systems and products (hardware/software deployment).
• Manage a complex environment consisting of user access, file and print share, network subnets, and F&S specific software applications.
• Analyzing functional and performance issues, offering solutions, and implementing corrective actions.
• Work independently, prioritize user requests, and escalate appropriately.
• Resolve IT problems with limited supervision escalating when appropriate.

Technology Administration

• Create and manage disk images and software deployments using Microsoft System Center Configuration Manager.
• Manage mobile devices using WorkSpace ONE.
• Perform various IT tasks requiring some evaluation, originality, and ingenuity.
• Independently completing assigned projects lasting two to six months.
• Recommend enhancements to technical systems designed to improve staff work experience and efficiency.

Documentation and Policy Administration

• Create and maintain documentation.
• Communicate IT services and strategies through presentation and documentation to staff, administration, and IT peers.
• Ensure F&S security policies are followed as they relate to staff use of technology
• Assign and revoke security roles and permissions.
• Formally and informally, train F&S staff to use technology.
• Mentor less senior IT staff.

Other Duties as Assigned.

QUALIFICATIONS:

Required Education:

See Experience required field for education information.

Required Work Experience:

• Eight years of IT user support experience. 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.
• Experience using a desktop management system (MS SCCM or similar) in large-scale Windows environments (100+).
• Experience using a desktop management system (MicrosoftSCCM or similar) in large-scale Windows environment (100+ workstations).
• Experience managing mobile devices in large-scale environments (50+ mobile devices) using a mobile device management system.
• Experience with common desktop and software troubleshooting techniques.
• Experience with common user applications including; Internet browsers, word processors, and email clients.
• Experience writing and editing documents describing technical systems and applications.

Preferred Work Experience:

• Experience with technology at the University of Illinois.
• Understanding of the business of IT service delivery, with emphasis on endpoint management.
• Experience administrating Microsoft Active Directory and/or LDAP.
• Experience managing essential network services, including DNS, DHCP, file and print services.
• Experience automating tasks in large-scale Windows environments (100+).
• Technical skills in: networking (OSI Model), IT security, OS imaging, and Active Directory.
• Knowledge of network and security concepts.

Successful Candidates will have:

• Scripting/programming skills in one or more languages/platforms.
• Strong working knowledge of Windows and Macintosh systems on TCP/IP networks in large-scale environments (200+).
• Knowledge of common desktop and mobile computing platform hardware and troubleshooting techniques.
• Technically skilled with common user applications, such as Internet browsers, word processors, and email clients.
• Knowledge of Microsoft Active Directory.
• Knowledge of essential network services, including DNS, DHCP, and VPNs.
• Knowledge of network and security concepts.
• Demonstrated ability to perform assigned work independently and escalate appropriately.
• Excellent written and verbal communication skills.
• Ability to work in a collaborative environment.

Environmental Demands:

Position involves lifting technology equipment up to 25 pounds.

SALARY AND APPOINTMENT INFORMATION:

This is a full-time Civil Service IT Technical Associate position appointed on a 12-month service basis. The expected start date is as soon as possible after October 14, 2019. Salary is commensurate with experience.

APPLICATION PROCEDURES AND DEADLINE INFORMATION:

Applications must be received by October 14, 2019. Apply for this position using the "Apply for Position" button. If you have not applied before, you must create your candidate profile at jobs.illinois.edu. If you already have a profile, you may be redirected to that existing profile via email notification. To complete the application process:

Step 1) Submit the Staff Vacancy Application
Step 2) Submit the Voluntary Self-Identification of Disability forms.
Step 3) Upload your cover letter, resume (months and years of employment must be included), academic credentials (unofficial transcripts or diploma may be acceptable), and names/contact information for three references.

In order to be considered as a transfer candidate, you must apply for the position using the "Apply for Position" button. Applications not submitted through this website will not be considered. For further information about the position, you may contact Keri Frederick, 217-300-1575 or klfreder@illinois.edu. For questions regarding the application process, please contact 217-333-2137 .

The University of Illinois conducts criminal background checks on all job candidates upon acceptance of a contingent offer.

The University of Illinois is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply. For more information, visit go.illinois.edu/EEO.