End-User Computing Systems Specialist
2 weeks ago
Under general supervision, the End User Computer Systems Analyst plays a crucial role within the Illinois Department of Innovation & Technology (DoIT). This position is responsible for addressing complex hardware issues and ensuring optimal performance of user systems.
Key Responsibilities:
1. **Technical Problem Resolution:**
- Diagnose and resolve intricate hardware challenges.
- Report maintenance issues to relevant departments.
- Address system-related complications, including Active Directory interfaces, network integrations, and software applications, by adapting complex processes to various system requirements.
- Collaborate with vendors to troubleshoot advanced software and hardware issues.
- Act as a liaison among agency clients, vendors, and DoIT management/technicians to facilitate problem resolution.
- Handle the physical setup of computers and related equipment, traveling to different locations as necessary.
2. **System Services Support:**
- Provide expert technical assistance for computer hardware and software.
- Configure, implement, and test PC hardware and software for standalone systems and Local Area Networks using automated deployment tools like System Center Configuration Manager (SCCM) and Microsoft installer scripts (MSI).
- Schedule, coordinate, and support the installation of end-user hardware, including personal computers, monitors, and printers, while supporting both Microsoft and Mac operating systems.
- Review customer requests, develop tailored solutions, and recommend appropriate hardware and software products.
3. **Project Coordination:**
- Oversee standard projects, including medium-sized hardware/software installations and deployments.
- Determine project components, manage scheduling, and assign tasks to project analyst staff.
- Provide guidance and direction to team members, ensuring successful project completion.
4. **User Engagement:**
- Meet with users to identify their needs and objectives.
- Develop recommendations to meet user requests while ensuring compatibility with existing standards.
- Research, test, and deploy ADA-compliant hardware and software solutions.
- Implement necessary software and operating system upgrades, and maintain documentation related to customer desktop environments.
5. **Service Monitoring:**
- Monitor trouble tickets to ensure timely service levels for break/fix support to agencies.
6. **Training and Support:**
- Provide individual or group training to customers on installed hardware and software, including network and server components.
7. **Continuous Learning:**
- Stay updated on the latest developments in the Information Technology field by attending relevant meetings, training sessions, and conferences.
8. **Additional Duties:**
- Perform other related tasks as assigned, ensuring alignment with the responsibilities outlined above.
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End-User Computing Systems Specialist
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