I.T. Help Desk Technician

Job no: 519340
Work type: On Campus
Location: Normal, Illinois

Title: I.T. Help Desk Technician
Employee Classification: Student Help Regular
Division Name: Student Affairs
Department: Student Affairs Information Technology

Job Summary

The purpose of this role is to provide first-level technical support for all computing and technology needs within the Division of Student Affairs. Support includes handling phone calls, emails, and face-to-face conversations with our customers as they require assistance with their technology needs.

The role requires exceptional customer service and communication skills and a pronounced level of IT aptitude and troubleshooting skills. Duties will include handling calls and emails from the customer and reviewing any issues or concerns, documenting those issues or concerns, and facilitating the resolution or escalation of those concerns using Student Affairs IT (SAIT) approved processes and procedures.

Pay Rate

$15.00/hour

Preferred Qualifications

Desired skills include the ability to work hands on, either in person or over the phone, with division customers, ensuring they have the equipment and software needed to perform their daily tasks and that it is functioning correctly.

It is expected that the candidate will have exceptional written and verbal communication skills, have a neat and professional appearance during their scheduled shifts, and have a defined sense of empathy and a genuine customer-focused approach to be of service for our customers with their technology needs.

The ability to work in a fast pace, team environment with quickly changing priorities is also a must. Varied technical background preferred, but a strong technical aptitude and ability to learn quickly can take the place of hands on experience.

Work Hours

This is an on-campus position and does require in person workdays. Hours vary based on class schedules. The Help Desk is operational - 7:00 am to 6:00 pm - Monday through Friday only

Functional Expectations

Must be able to complete the following with or without reasonable accommodations:
1. Effectively communicate on a daily basis

Proposed Starting Date

October 2024

Required Applicant Documents

Resume, Work Availability & Other (Class Schedule)

Please Note: These documents are required to be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Special Instructions for Applicants

Please attach a CALENDAR VIEW of your class schedule

Contact Information for Applicants

Suni Brown
asbrow3@ilstu.edu

Important Information for Applicants

This position is subject to a criminal background investigation and if applicable, an employment history review, based on University Policy 3.1.30 and any offer of employment is contingent upon you passing a satisfactory criminal background investigation and/or an employment history review. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.

In addition, all appointments are contingent upon proof of eligibility for employment at Illinois State University to perform the required duties described above on your scheduled start date. The Immigration and Control Act of 1986, Public Law 99-603, requires all new employees to file an I-9 in person and no later than three days from the beginning of employment. This may be accomplished within the department or through Human Resources. A list of the types of documentation you will be expected to provide is available at https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents. Failure to comply with this law will result in cancellation of your appointment.

Illinois State University, as your employer, is required by federal law to ensure proper tax withholding from wages and to ensure that the required reporting of employee wages, withholding, and employment taxes is accurate. For this reason, every employee must have a valid Social Security Number registered with the University at the time of employment and/or as soon after as possible, but no later than 45 days from the start date. Failure to comply with this law may result in cancellation of your appointment.

Illinois State University student employees are restricted to no more than 28 hours per week of on-campus employment for all positions held.

International students are restricted by their visa status to no more than 20 hours per week of on-campus employment when the university is in session but may work more when the university is not in session. International students should contact the Office of International Studies and Programs for guidance if they have questions concerning employment restrictions.

Illinois State University is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are an individual with a disability and need a reasonable accommodation under the Americans with Disabilities Act (ADA) or other state or federal law you may request an accommodation by contacting the Office of Equal Opportunity and Access at (309) 438-3383 . The Office of Equal Opportunity and Access will hold any confidential information you provide in confidence.

If you are having difficulty accessing the system, please call Human Resources at (309) 438-8311 .

Application Opened: 09/18/2024 03:55 PM CST
Application Closes: 10/09/2024 11:55 PM CST