IT Operations Assistant

3 weeks ago


Normal, United States Illinois State University Full time

IT Operations Assistant (SP)

Job no: 519236
Work type: On Campus
Location: Normal, Illinois

Title: IT Operations Assistant 
Employee Classification: Student Help Regular
Division Name: Academic Affairs
Department: Instructional Tech - College of Education

Job Summary

- Primary responsibility is user support and customer service
- Be present and visible in the College of Education and available to users requiring technical assistance
- Respond to questions from customers; remotely assist faculty, faculty associates, staff, and students with technology incidents and requests
- Learn fundamental operations of commonly used software, hardware, and other equipment
- Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using ticket tracking software
- Accurately assign, manage, track, update, and retire IT Inventory Assets
- Attend all Help Desk training sessions when provided
- Become familiar with available support resources; stay up-to-date on campus technology changes or incidents
- Become familiar with the College’s technology policies, services, and staff
- Elevate tickets to appropriate College technology support staff as necessary
- Maintain reasonable discipline and decorum in the Help Desk
- Other duties as assigned by the Endpoint Administrators or other COE technology support staff, as appropriate

Pay Rate

$16/hour

Required Qualifications

- Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
- Ability to provide technical support either remotely or in person with a professional demeanor; previous customer service experience strongly desired
- Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it
- Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
- Creativity; ability to think around problems and come up with creative solutions is helpful
- Ability to work responsibly with or without direct supervision
- Working knowledge of common operating systems (Windows 10, macOS, and iOS)
- Strong research skills
- Strong organizational skills

Preferred Qualifications

- Experience in a leadership/mentor role
- Experience or interest in any of the following:
1. Microsoft Windows 10 and 11
2. macOS Catalina, Big Sur, and Monterey
3. Microsoft Office 365
4. Active Directory
5. SCCM, Intune, Jamf, or other Mobile Device Management (MDM)
6. Scripting/Programming languages such as PowerShell
7. Cherwell Service Management or other ITSM application

Work Hours

Hours will be between 7:30 am and 5:00 pm

Functional Expectations

Must be able to complete the following with or without reasonable accommodations:
1. Remain at a workstation for extended periods
2. Distinguish colors on a monitor
3. Move about in various locations across campus as needed to complete day-to-day work.
4. Distinguish color codes and wires.
5. Effectively communicate on a daily basis.

Proposed Starting Date

September 2024



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