State Universities Civil Service System
1717 Philo Road, Suite 24
Urbana, IL 61802
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Help Desk Analyst

University/Agency: Illinois State University
Civil Service Classification: Information Technology Support Associate
View Class Spec Details
Posting Duration: 8/4/2017 - 8/18/2017
Probation Period: 12 months

Job Description

This position is part of the Technology Support Center team providing service desk and operations center services to the entire University population. The position would assist in the provision of all Technology Support Center services, including assisting users with technical issues through email, chat, web form and phone or in person contacts, accurately documenting, routing and escalating incidents, fulfilling service requests, and providing timely and accurate outage notification reports according to established procedures.

This position will provide superior customer support for systems utilized by the entire campus as well as build and maintain appropriate levels of familiarity and skill with identified enterprise applications in order to provide immediate support and long-term retention (knowledge base). Additionally, the position will serve as a communications channel between all departments related to the University enterprise systems.

This position will also be part of the Knowledge Team and will assist with the creation and auditing of knowledge articles. As part of the Knowledge Team, the employee will attend regular team meetings and work with other areas on campus as directed by the Knowledge Team Lead.

The incumbent will learn, utilize, and continuously improve the service desk system used by the department for Information Technology Infrastructure Library (ITIL) functions (incident, change, problem, knowledge, and communication management).


1. High School Graduation or equivalent
2. Any combination totaling one year from the following categories:
a. Progressively more responsible work experience in an Information Technology (IT) related profession
b. College course work which included Information Technology (IT), or a closely related discipline, as measured by the following conversion table or its proportional equivalent (60 semester hours or Associate's Degree equals one year)
3. Proven customer service skills and the ability to work with a diverse constituency
4. Ability to interact and work effectively in a team environment
5. Ability to critically reason through troubleshooting scenarios and possess a high degree of current technical knowledge on a variety of operating systems, applications and mobile devices
6. Demonstrated ability to follow established procedures, even in a high pressure situation
7. Ability to effectively multitask and self-manage assigned projects and daily tasks in an environment with shifting priorities
8. Excellent oral and written communication skills
9. Proven analytical problem solving skills and the ability to research complex problems independently
10. Experience using Help Desk ticketing software.
11. Experience with incident troubleshooting escalation.
12. Experience with and aptitude for the creation of knowledge base articles and/or technical documentation.
13. Foundation qualification in Information Technology Infrastructure Library (ITILv3) or ability to obtain within 3 months of hire
14. If this position is Security Sensitive or if you are subject to a criminal background investigation based on University policy, employment is contingent upon you passing a satisfactory criminal background investigation. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.


Commensurate with experience


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Contact Information

University/Agency: Illinois State University
   Department/College: Illinois State University
Contact: Jill Smith
Phone Number:
Comments: For full consideration, the application and all supplemental information must be submitted on-line. Please complete the entire employment application including the education and work history background. Please do not put "see resume" in the duties and responsibilities section of the work history. This will be considered an incomplete application and incomplete applications will not be considered. The employment application (not resume/cover letter) will be reviewed to determine if applicant meets minimum qualifications. Please be complete in the duties and responsibilities section for each position listed.

The Civil Service examination for this classification is a credentials assessment. No participation other than submission of applicant materials is required from applicants that qualify to take the exam.

Copies of transcripts (may be unofficial), and any certifications MUST be submitted in order to receive full consideration for this position. If applicable, DD214 must be submitted to Jill Smith by the posting deadline via fax to 309-438-0011, or sent to Human Resources, Campus Box 1300 Normal, IL 61790-1300.

Please upload a cover letter, resume and a reference list of three business references with name/mailing address/title/phone number.

The active register for this classification will be voided after the position is filled.

Illinois State University is an Equal Opportunity/Affirmative Action Employer.

If you are an individual with a disability and need a reasonable accommodation under the Americans with Disabilities Act (ADA) or other state or federal law you may request an accommodation by contacting the Office of Equal Opportunity and Access at 309-438-3383.

If you are having difficulty accessing the system, please call Human Resources at (309) 438-8311.