This job was posted by https://illinoisjoblink.illinois.gov : For moreinformation, please see:https://illinoisjoblink.illinois.gov/jobs/11598827 Job Responsibilities

　　Troubleshoot and resolve hardware, infrastructure, and software issues.

　　Take ownership of user problems.

　　Follow up on the status of issues and communicate progress promptly.

　　Stage, configure, deploy, and track new and existing personal desktops,laptops, and peripherals.

　　Identify user needs for IT hardware.

　　Recommend appropriate hardware options for selection.

　　Drive IT new hire orientations and offboarding activities.

　　Provide specialized advice and training to users on the optimal use ofcomputer equipment and software.

　　Manage well-defined department tasks.

　　Collaborate with team members and end-users on specifications forlarger-scale projects.

　　Document IT service issues in the IT service management system.

　　Facilitate the identification of trends.

　　Resolve recurring issues.

　　Improve overall service delivery.

　　Draft and publish support documentation.

　　Assist staff with requests for information.

　　Provide training as needed.

　　Research issues and products as requested.

　　Assist in the selection and evaluation of hardware and software.

　　Education, Experience, and Skills

　　Any combination of education and experience that would likely providethe required knowledge and abilities is qualifying. A typical way toobtain the knowledge and abilities would be:

　　Associate degree in computer science, information technology, or relatedarea of study required OR equivalent work experience.

　　Microsoft Certified Professional designation preferred.

　　Minimum of one year of experience in a technical support or analyticalposition.

　　Experience installing, configuring, and maintaining computer hardwareand associated network equipment required.

　　Exposure to a wide variety of software applications including MS Office365, various cloud applications, backup tools, antivirus tools, etc.

　　Understanding of networking technologies such as Ethernet routing andswitching, wireless LANs, DHCP, DNS, etc.Extensive troubleshootingskills, especially for remote users.

　　Excellent customer service orientation:

　　Capable of effectively interacting with employees at all organizationallevels and cultures.

　　Ability to work with vendors, resulting in consistently highsatisfaction levels.

　　Ability to convey technical knowledge to non-technical colleagues.

　　The ability to lift and carry IT equipment up to 50 lbs. is required.