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IT Support Specialist
2 months ago
This position is with the Illinois Department of Innovation & Technology (DoIT).
Key Responsibilities:
30% Customer Support:
Under direct supervision, the individual will function as a Customer Support Specialist, assisting end users with Microsoft Office and various software applications. This includes:
- Providing professional support and guidance to users.
- Collaborating with experienced systems analysts for software distribution utilizing automated deployment tools such as Microsoft Windows Installer scripts (MSI) and System Center Configuration Manager (SCCM).
- Facilitating the connection of personal computer systems to the network, employing knowledge of client network configuration and routing protocols, including VPN and programming/scripting.
- Aiding in the testing, implementation, documentation, and upkeep of personal computer systems.
- Offering on-site and remote assistance for problem diagnosis and resolution across the state.
- Gathering sufficient information to assist higher-level professionals in resolving complex issues while enhancing personal technical support skills.
- Updating service management systems and documentation.
25% System Configuration and Maintenance:
Working alongside senior analysts, the role involves:
- Configuring, testing, installing, documenting, and maintaining desktop and laptop systems along with related peripherals.
- Ensuring that configurations adhere to security protocols, performance standards, and established guidelines.
25% Operating System Installation:
This includes:
- Duplicating new operating system installations, such as Microsoft Windows and Mac, for efficient deployment of desktop and laptop systems statewide.
- Conducting on-site installations and providing direct support to users.
- Keeping service management systems and documentation updated.
10% Training Assistance:
Supporting higher-level staff in:
- Conducting training sessions for end users and staff.
- Compiling and organizing workshop materials.
- Maintaining compliance with all training material requirements.
- Providing telephone support to users and submitting documentation on issues to supervisors.
5% Professional Development:
Staying updated with advancements in the IT field by:
- Participating in meetings, training sessions, seminars, and conferences to enhance knowledge of products, vendors, techniques, and procedures.
- Attending demonstrations and exhibitions relevant to the operations.
5% Additional Duties:
Performing other responsibilities as assigned that fall within the scope of the above duties.
