Description

SIU Carbondale's SalukiTech Support Team (SST), within the Office of Information Technology (OIT) is searching for an IT Support Associate II - Client Services Associate I (CSA 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.

This 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. Responsibilities also include assisting and eventually working independently with set-up, maintenance, and troubleshooting for functionality and stability. The CSA 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 CSA I will work with the support team 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 CSA I must attend to 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 CSA I works with other support staff and in conjunction with the call center help desk to document solutions in the knowledgebase to provide Tier I support the knowledge and processes needed to resolve requests at the Tier I level when possible.

In addition to technical skills, the CSA I must have the people skills necessary to build and maintain relationships between the OIT and campus customers. The primary goal of the CSA 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 CSA 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 (https://news.siu.edu/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.

Please Note: There are two positions available.

Examples of Duties

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

Provide front-line technical support for end-user devices, systems, and applications across the university environment, including helpdesk, deskside support, and device deployment activities. Works under supervision to troubleshoot issues, fulfill service requests, document solutions, and assist users in effectively utilizing technology. Develops foundational knowledge of endpoint support, customer service, and enterprise technology standard.

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, Mac OS, iOS, and Android, using enterprise management tools, such as SCCM, Active Directory, Group Policy, Intune, 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

Required Minimum Qualifications:

High school diploma or equivalent.
Any one or any combination totaling one (1) year (12 months) from the following categories:
- 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)
- Work experience in end-user computing (desktop or helpdesk) support related profession.
Based on position requirements, additional education, training, and/or work experience in the area of specialization inherent to the position may be required.

Preferred Qualifications:

Familiar with administration of most of these tools/systems: MS Windows, MS Office 365 (Word, Excel, PowerPoint, Outlook, OneDrive), MacOS, MS SCCM, MS Intune, Active Directory, Group Policy.
Ability to prioritize work, complete assigned tasks, and proactively review/maintain the ITSM ticketing log.
Adept at troubleshooting tasks, but is also cognizant of the need to request assistance when tasks/situations require advanced knowledge/expertise.
Able to balance work to move urgent requests forward while providing a timely response and appropriate resolution to less urgent needs.
Willing to document scenarios in a comprehensive way to leave procedural paths to previously unknown (or undocumented) issues.
Flexible and able to work well with colleagues.
Open to constant learning (at work and/or self initiated).

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:

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.
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.
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.
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).
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.
Please monitor your e-mail for further information regarding your application. Emails will be generated from info@schooljobs.com.
For more information on Civil Service classifications, please visit the SUCSS web site at sucss.illinois.gov

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

University employees may be eligible for a variety of State of Illinois benefits. These benefits are administered through the Illinois Department of Central Management Service (CMS). These benefits include: Health Insurance plans (HMOs, OAPs, QCHP and CDHP), Dental Insurance, Vision Plan, Life Insurance, Accidental Death & Dis-memberment (AD&D), Supplemental Long Term Disability (LTD), Flex Spending Accounts, MCAP and DCAP, and 457(b) Deferred Compensation Plan.

Eligible employees are required to participate in the State Universities Retirement System (SURS). SURS is the retirement administrator for employees in public higher education in the State of Illinois.

Other benefits available to eligible employees include: Generous paid time-off, 403(b) Supplemental Retirement Plans, and Employee Assistance Program.

SIUC also provides extensive tuition benefits for its employees and their families such as: tuition waiver/application fee waiver for the employee and their dependents, a Legacy tuition rate for children of SIU Alumni, and Civil Service Employee Counsel (CSEC) Education Assistance Program (EAP).

For more information please visit: https://hr.siu.edu/benefits/

IT Support Associate - Client Services Associate I