"Senior Service Desk Analyst - Student Affairs Technology"

Senior Service Desk Analyst - Student Affairs Technology

Company:
University of Illinois at Urbana-Champaign

Job Location:
Urbana, 61820

Category:
IT Support and Training

Type:
Full-Time

Senior Service Desk Analyst

Student Affairs Technology

Student Affairs Technology is at the heart of transforming the student experience through innovative IT services for Student Affairs departments across campus. We work closely with business leaders and IT professionals to deliver technical solutions that enhance efficiency and build operational resilience. We're looking for passionate individuals from all backgrounds who are eager to help shape and nurture a vibrant community aligned with our mission. By joining our team, you'll directly contribute to advancing the University's academic goals, fostering environments that promote student learning and success, championing diversity, and supporting the holistic development of all students. Your work will play a crucial role in creating a more inclusive, thriving campus for everyone.

We are hiring across several functions within Student Affairs Technology and invite you to view all our current openings here. You are encouraged to apply for all positions that best match your profile and interests.

Job Summary Serves as a second level point of contact to intake support requests for Student Affairs units, providing basic technical support. Supports technical training and documentation.

Duties & Responsibilities

• Desktop Support
  • Serve as second level point of contact for more complex technology requests and service issues.
  • Gather, track, and analyze issues using a ticket system to report customer feedback; help identify problems and trends; independently resolve or escalate issues as needed.
  • Work within defined policies and procedures to identify problems to be solved, propose solutions with originality and/or ingenuity, obtain approval, and/or escalates appropriately.
  • Create and maintain end user documentation.
  • Create and maintain technical documentation for technology staff.
• Software Support
  • Provide support and training for assigned unit specific applications.
  • Generate and compile reports for assigned unit specific applications.
  • Serve as a resource between SATech infrastructure and/or development teams and customers for major software implementations or system application changes.
• Training and Management
  • Train desk staff on providing basic call center routing and technical support to end users.
  • Serves as a technical and institutional resource to peers and acts as escalation point for all team members.
  • Gather and analyze customer metrics to anticipate needs and proactively work to find solutions.
  • Completes and/or coordinates assigned individual or team on special technology projects, tracks assignments and resources to ensure project milestones are achieved.
• Account Management
  • Assist staff with initial user account setup and access.
  • Serve as a Unit Security Contact; providing systems account provisioning and termination.
• Audio-Visual Support
  • Serve as subject matter specialist for departmental building audio-visual spaces.
  • Provide assistance, training, and troubleshooting for on-loan and fixed audio-visual equipment
• Other Duties
  • Assume appropriate related additional duties to further the mission of the unit.

Specialty Factors

1. High school diploma or equivalent.
2. Any one or any combination totaling four (4) years (48 months) from the following categories:
   • A. 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)
   • B. Work experience in IT-related functions, such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
3. Demonstrated experience providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools.
4. Demonstrated experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including group and user management.
5. Demonstrated experience providing application and desktop support to end users, including Microsoft Office.
6. Demonstrated experience troubleshooting Windows workstation operating systems.
7. Demonstrated experience with providing technical training to end-users.

Preferred Qualifications

1. Experience troubleshooting Apple OS or Apple mobile OS in an enterprise environment.
2. Experience supporting and troubleshooting Adobe applications.
3. Experience supporting mobile technology platforms such as tablets, iPads or smartphones.
4. Experience supporting essential network services (DNS, DHCP, and/or VPNs) and diagnosing network problems.
5. IT Certifications related to core responsibilities and knowledge of position (e.g. ITIL, CompTIA A+, HDI Customer Service, etc.).
6. Experience supporting audio visual equipment, including setup and maintenance.
7. Experience training students and/or professional staff.
8. Experience in a higher education environment.

Knowledge, Skills and Abilities

• Ability to work in a collaborative team environment.
• Ability to provide service in a friendly, positive, and professional manner.
• Ability to work independently within specified time constraints while demonstrating sound decision-making skills.
• Ability to solve technical problems, utilize good organizational skills, and comfortable managing multiple priorities.
• Excellent communication skills to a variety of audiences (management, peers, users and vendors).

Additional Working Demands

• Work can involve lifting and moving equipment, media, and peripherals approximating 30-35 pounds.

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 2/2/2026.

• Salary Information: The budgeted salary for this position is $60,000 - $70,000 per year.
• Work Environment & Schedule: The majority of work will be within an office work environment, however visits to other campus locations can be expected. The individual must be able to access all areas of the building and may require emergency response or maintenance work outside of normal working hours. This position is eligible for a hybrid work schedule (remote work and in-person work in Urbana-Champaign each week).
• Sponsorship: Sponsorship for work authorization is not available for this position.

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 (Central Time) on 2/2/2026. Apply for this position using the Apply Now button at the top or bottom of this posting. 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 iustaffdevelopment@illinois.edu. For questions regarding the application process, please contact 217-333-2137.

Requisition ID: 1034261

Job Category: Technical

Apply at: https://jobs.illinois.edu

Apply Now