"Desktop Support Associate I"

Job Details

Description

Salary is competitive and commensurate with qualifications and experience, while also considering internal equity.

SIU Carbondale’s SalukiTech support team within the Office of Information Technology (OIT) is searching for an IT Support Associate II - Desktop Support Associate I (DSA I) to enhance our technology service capabilities and customer satisfaction. The successful candidate will work with a team of technology support staff (including full-time staff, graduate assistants, and student workers) to deliver excellent customer service and quality support.

The DSA I position is an entry-level technical position that requires a moderate level of hands-on experience in support for desktop computers, portables, computer labs, and computer-equipped classrooms paired with a strong desire to learn. It also requires the ability to effectively communicate and assist in a call center environment via remote means, phone, chat, etc. Responsibilities also include assisting and eventually working independently with set-up, maintenance, and troubleshooting for functionality and stability. The DSA I, as are all OIT technical staff responsible for being aware of and diligent in preventing cyber threats and educating campus staff on doing the same. In this position, the DSA I will work with the OIT support team, both in-person and remote, to acquire specific skills and knowledge within the first three months; the ability to assimilate new skills is an ongoing need and requirement.

As a service role, the DSA I must resolve service requests, work with customers as needed to gather more information, and provide technology solutions available in the OIT service catalog to fulfill requests. The DSA I works with other support staff within all areas of OIT. Part of the function is documenting solutions in the Knowledgebase to provide Tier I support the knowledge and processes needed to resolve requests.

In addition to technical skills, the DSA I must have the people skills necessary to build and maintain relationships between the OIT and campus customers. The primary goal of the DSA I is communicating with OIT customers in the most appropriate manner (phone, chat, digital communications, or face-to-face) to understand their needs and provide timely resolutions to their requests with minimal downtime. As an entry-level team member, the DSA I must also be aware of the need to escalate issues that are unfamiliar or beyond their experience level and have the confidence to do so in a timely manner.

Qualities of a strong candidate include:

• Willingness to learn and acquire technical knowledge.
• Ability to learn to troubleshoot software, hardware, and/or system issues.
• An ability to follow instructions, research options, and work with other team members to develop solutions.
• The discipline to document resolutions and step-by-step processes in the Knowledgebase.
• Ability to communicate with non-technical people.
• The ability to prioritize urgent work with assigned work to meet customer needs.
• A commitment to excellent client service and the delivery of optimal resolutions.
• The ability to commit to “OIT standards” and uphold operational practices/expectations.

Why Join SIU Carbondale?

SIU Carbondale’s generous benefits package includes paid vacation and sick leave, comprehensive health insurance, full employee tuition waiver at SIU, schedule flexibility, institutional retirement fund match, and more. See SIU Points of Pride to learn more about the University. Additionally, Carbondale and the surrounding region has incredible natural beauty. This recreational paradise is located just outside of the Shawnee National Forest in southernmost Illinois.

Examples of Duties

Works under the direction and guidance of a senior staff member to:

• Engage with colleagues and customers with a service mindset: congeniality, timeliness, and complete communication are essential. Active listening is imperative.
• Ask questions to gather information from customers.
• Collaborate with OIT supervisors and supported departments.
• Learn any/all aspects of technology support including customer service and support, device maintenance, and desktop support around campus. Must be flexible and willing to take on any assigned tasks or projects related to the OIT's technology efforts.
• Complete assigned tasks and elevate issues to the team lead when challenges require unique consideration. (Must build the confidence to make on-the-spot decisions consistent w/ OIT operating procedures and the service catalogue).
• Work with standardized operating systems, such as Windows and Mac OS, using enterprise management tools, such as SCCM, JAMF, Active Directory, Group Policy, etc.
• Create/manage tickets to undertake assigned tasks. Enter all information about task efforts into the ticketing system quickly and completely.
• Provide deskside/remote "training" to faculty, staff, and students to enable customers to access devices/systems and to work productively/efficiently.
• Recognize and capture procedures to document issues and resolutions.
• Receive and share knowledge with other employees.
• Train for, learn, or takes on new technology tasks as assigned.
• Supervise/train/mentor 1 – 2 student workers.

Critical Technology-specific Responsibilities:

• Works under the direction and guidance of a senior staff member to:
• Provide computer support, which includes installation, maintenance, removal/disposal, and training for desktop computers, portables, computer labs, computer-equipped classrooms, and audio-visual/teaching lab set up/maintenance.
• Assist with network design, construction, maintenance, and troubleshooting for functionality, stability, and security.
• Work proactively and diligently to learn about, prevent, and mitigate all forms of cyber-attack. Efforts include: self-training and client training. Assists with security remediation.

Qualifications

1. High school diploma or equivalent.
2. Any one or any combination totaling one (1) year (12 months) from the following categories:

A. College coursework which includes Information Systems Technologies (IST), Computer Science (CS), Information Technology (IT) or a closely related discipline, including coursework in desktop computing and/or networking, 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)

B. Work experience in end-user computing (desktop or helpdesk) support related profession.

Supplemental Information

Illinois Residency Requirement: Pursuant to the State Universities Civil Service System, out-of-state candidates must establish Illinois residency within 180 calendar days of the start date for this position.

Tips for Completing a Civil Service Application:

1. To be eligible for the role, ensure that your application includes a complete and detailed employment history that highlights your relevant full-time and part-time work experience, including start and end dates of employment.
2. Relevant part-time work experience will count towards the qualifications for this position and will be converted to full-time equivalence to calculate the total length of experience.
3. Upload all official transcripts to meet the educational requirements. If the job description specifies a minimum number of college hours, transcripts are mandatory for the successful processing of your application.
4. Veterans who qualify for preference must provide proof of eligibility within ten (10) working days of submitting an application, unless the same proof has already been submitted in a previous application. The required proof of eligibility includes, at a minimum, a copy of the veteran's DD214/DD215 form (Department of Defense), NGB22 form (National Guard), or Discharge Orders or DD256 Discharge Certificate (Reserves).
5. After the position has closed, your application and supporting materials will be reviewed to determine if you meet the minimum qualifications, including any specialty factors associated with this position. Those who qualify will move forward for Civil Service Examination/Testing.
6. Please monitor your e-mail for further information regarding your application. Emails will be generated from info@schooljobs.com.
7. For more information on Civil Service classifications, please visit the SUCSS web site.

About Civil Service Examination/Testing: The Civil Service examination for this classification is based on your application materials and responses to the supplemental questions. No participation other than submission of application materials is required from applicants that qualify to take the exam. If you meet the minimum required qualifications for this position, your application will move forward for examination/testing in which you will receive a score calculated based on your education and experience, and your name will be placed on the active employment register by exam score. This score will be emailed to the email address noted on your application. After the application deadline, the names within the top three scores will be referred to the department for interview.

Sponsorship for Work Authorization is not available. For more information visit https://policies.siu.edu/policies/employment-non-us-citizens.php.

Southern Illinois University Carbondale is an R1 Opportunity University with a statewide economic impact of $2.7 billion dollars. We offer 200+ undergraduate degrees, minors and specializations, 79 master’s degrees, and 40 doctoral degrees. Our main campus is 1,136 acres, with additional acreage in University Farms, Touch of Nature Outdoor Education Center, and other facilities. The university is an essential part of the city of Carbondale and an important contributor to the culture of the entire region. While Carbondale includes many of the amenities of urban life, it retains its small-town flavor. Cost of living is considerably lower in the region than similar areas elsewhere, and many employees commute from nearby counties.

The Southern Illinois region is distinct from the rest of the state, boasting considerable natural beauty including the Shawnee National Forest, many state parks, national wildlife areas, and several lakes beloved for recreation. Local foods are readily available in the area, with a variety of eateries and a growing specialized food truck presence. The area is home to the Shawnee Hills Wine Trail, an official wine appellation designation. The wineries extend the cultural reach of the community, hosting live music and continual art exhibits. The campus itself is a microcosm of the area, with a lake and forest on campus, as well as traditional collegiate architecture, quad, and residential halls. Students enjoy outdoor study areas as well as specialized computer labs scattered across campus, including in the three million volume Morris Library. To learn about employee benefits, employee tuition waivers, and find resources about Carbondale and the Southern Illinois region, visit: https://jobs.siu.edu/.

SIU Carbondale is an Equal Opportunity Employer, including but not limited to disability and/or veteran status.