This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/11911769 Senior IT Specialist - School of Information Sciences

School of Information Sciences

Job Summary

Enjoy working in the School of Information Sciences (iSchool) supporting information technology! This position primarily supports our technology Help Desk. It also has focuses on providing support for our in-person, online, and hybrid learning environments. Come and work with our team where we have fun while also having each other\'s backs and providing excellent support.

Duties & Responsibilities

Manage Help Desk Student Workers (45%)

- Developing and improving policies, procedures, and standards.

- Leading the team to hire new graduate students.

- Developing training for new student staff, including supervision of peer training.

- Supervising the student staff, including staffing the manager on duty office, scheduling student shifts, and coordinating Graduate Assistant projects.

Customer Service, Support, and Training (25%)

- Delivering excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.

- Monitoring the ticket system (currently TDX) for new and outstanding requests, update the request system regularly, and assign requests to appropriate individuals.

- Working on a team of IT professionals supporting instructional, research, and administrative computing in the School of Information Sciences.

- Working with units, teams, and individuals to provide the unique technological needs for their instructional, research, and administrative technology environment.

- Developing and delivering training for faculty and staff in the iSchool.

- Work to build relationships with customer community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings.

- Work to resolve customer satisfaction issues, including those elevated from the iSchool Help Desk.

- Documentation

eLearning System Support (15%)

- Maintaining systems related to hybrid course delivery (both online and in-person students) for the college\'s online programs and e-learning offerings including in-room systems and cloud-based services.

- Providing support for teaching and learning technology used by iSchool online programs.

- Creating and maintaining the teaching and learning infrastructure, including LMS templates, semester-cycle tasks such as creating new course spaces, migrating content from prior courses, archiving old courses, etc.

- Assisting in designing and supporting classroom technology systems and work to adapt such systems to the unique needs of the unit where necessary.

- Supporting faculty, instructors, and teaching assistants in use of learning management systems (LMS, currently Canvas), including both standard templates and specialized implementation.

- Researching emerging technologies in the eLearning and multimedia field.

Professional Development (10%)

- Keeping abreast of current technologies for course delivery.

- Representing the iSchool for help desk and instruction technology related topics on and off campus.

Other duties as assigned (5%)

Physical Demands

: Occasionally

: Occasionally

Additional Physical Demands

The majority of work will be within an office work environment, however visits to other campus locations can be expected. Work can involve lifting and moving equipment, media, and peripherals approximating 30-35 pounds. The individual must be able to access all areas of the building and movement between buildings is required. May require emergency response or maintenance work outside of normal working hours.

Minimum Qualifications

1\ High School Diploma or equivalent

2. Any one or any combination totaling two (2) years (24 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. Demonstrated customer service experience.

Preferred Qualifications

Experience supervising part of a team, preferably students and/or grad students

Experience at a technology help desk

Experience with preparing and delivering training

Experie