Help Desk Technician

3 weeks ago

Champaign, United States State Universities Retirement System of Illinois Full time
Position Vacancy Announcement

SURS is the administrator of a cost-sharing, multiple-employer, public employee retirement system that provides retirement, survivor, disability and death benefits to employees of Illinois state universities, community colleges, and certain other affiliated organizations and agencies. SURS was created in 1941, by an act of the Illinois General Assembly, and is governed by the Illinois Pension Code (40 ILCS 5/15-101 et seq.). SURS provides benefit services to over 250,000 members who work for 61 employers. SURS is responsible for investing assets in a diversified portfolio of U.S. and foreign stocks, bonds, real estate and alternative investments. SURS maintains a defined benefit plan, which on June 30, 2023, had assets valued at approximately $23.2 billion. SURS also administers two defined contribution plans, the Retirement Savings Plan, which on June 30, 2023, had assets of approximately $3.7 billion and the Deferred Compensation Plan, which had assets of approximately $28.5 million. Northern Trust serves as SURS’ master trustee custodian.

Position: The purpose of this position is to monitor and administer the ticketing system used at SURS, as well as provide support to the end users for computer hardware, software, and system issues; identify, research, and resolve technical problems of moderate complexity; respond to telephone, email, and online requests for technical support; document, track, and monitor problems using applicable systems and tools. May need to coordinate with other teams or departments through escalation process to resolve user problems.

Position: Help Desk Technician

Civil Service Classification: Information Technology Support Associate

Position Type: Full-Time | Based in Champaign, IL

Main Duties
  • Help serve as the first contact with staff that need technical assistance via service desk tickets.
  • Obtain and document necessary information for resolving technical issues.
  • Learn troubleshooting techniques using different diagnostics.
  • Acquire hands on experience with diagnosing and resolving basic technical issues.
  • Keep record of problems and their resolution.
  • Provide resolution and excellent customer service.
  • Redirect unresolved issues to the next level of support personnel as needed.
  • Follow-up with staff regarding their technical issues.
  • Provide feedback on processes and make recommendations of areas to improve.
  • Update user procedures.
  • Acquire necessary knowledge of computer systems and mobile devices.
  • Work with senior technicians to learn the necessary skills.
Required Qualifications
  1. High school graduation or equivalent
  2. Any one for any combination totaling one (1) year (12 months) from the following categories:
    1. 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)
    2. Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
  3. 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
  • Demonstrated ability to work in a team setting.
  • Strong organizational skills and attention to detail.
  • Strong customer service skills.
  • Ability and willingness to communicate with constituents through multiple modes such as phone, email, video conference, chat, and in person on a daily basis in a professional and cordial manner.
  • Familiarity with IT service management tools and best practices.
  • Experience supporting Windows, Apple, and Android devices.
Knowledge, Skills, and Abilities (KSAs)
  • Knowledge of the systems and operations used within the areas and departments of responsibility.
  • Excellent verbal and written communication skills.
  • Ability to oversee and coordinate activities of user groups.
  • Ability to effectively communicate and professionally interact with all staff levels and customer groups.
  • Ability to identify and resolve technical problems.
  • Ability to demonstrate fundamental knowledge of effective trouble shooting methodologies.
Additional Requirements
  • Ability to lift objects weighing up to 35 pounds
  • Occasional evening, weekend and non-regular work hours required


Application Process

To apply for this position, please click the apply button at the top of this job posting. Please fill out the online application and attach a copy of your resume and cover letter.

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