This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/11911769 Senior IT
Specialist - School of Information Sciences
School of Information Sciences
Job Summary
Enjoy working in the School of Information Sciences (iSchool) supporting
information technology! This position primarily supports our technology
Help Desk. It also has focuses on providing support for our in-person,
online, and hybrid learning environments. Come and work with our team
where we have fun while also having each other\'s backs and providing
excellent support.
Duties & Responsibilities
Manage Help Desk Student Workers (45%)
- Developing and improving policies, procedures, and standards.
- Leading the team to hire new graduate students.
- Developing training for new student staff, including supervision of
peer training.
- Supervising the student staff, including staffing the manager on duty
office, scheduling student shifts, and coordinating Graduate Assistant
projects.
Customer Service, Support, and Training (25%)
- Delivering excellent customer service by responding to requests in
person, on the phone, or via email in a timely, polite, and professional
manner.
- Monitoring the ticket system (currently TDX) for new and outstanding
requests, update the request system regularly, and assign requests to
appropriate individuals.
- Working on a team of IT professionals supporting instructional,
research, and administrative computing in the School of Information
Sciences.
- Working with units, teams, and individuals to provide the unique
technological needs for their instructional, research, and
administrative technology environment.
- Developing and delivering training for faculty and staff in the
iSchool.
- Work to build relationships with customer community by proactively
communicating relevant information and discussing their needs,
initiatives, and service levels through periodic meetings.
- Work to resolve customer satisfaction issues, including those
elevated from the iSchool Help Desk.
- Documentation
eLearning System Support (15%)
- Maintaining systems related to hybrid course delivery (both online
and in-person students) for the college\'s online programs and
e-learning offerings including in-room systems and cloud-based services.
- Providing support for teaching and learning technology used by
iSchool online programs.
- Creating and maintaining the teaching and learning infrastructure,
including LMS templates, semester-cycle tasks such as creating new
course spaces, migrating content from prior courses, archiving old
courses, etc.
- Assisting in designing and supporting classroom technology systems
and work to adapt such systems to the unique needs of the unit where
necessary.
- Supporting faculty, instructors, and teaching assistants in use of
learning management systems (LMS, currently Canvas), including both
standard templates and specialized implementation.
- Researching emerging technologies in the eLearning and multimedia
field.
Professional Development (10%)
- Keeping abreast of current technologies for course delivery.
- Representing the iSchool for help desk and instruction technology
related topics on and off campus.
Other duties as assigned (5%)
Physical Demands
: Occasionally
: Occasionally
Additional Physical Demands
The majority of work will be within an office work environment, however
visits to other campus locations can be expected. Work can involve
lifting and moving equipment, media, and peripherals approximating 30-35
pounds. The individual must be able to access all areas of the building
and movement between buildings is required. May require emergency
response or maintenance work outside of normal working hours.
Minimum Qualifications
1\ High School Diploma or equivalent
2. Any one or any combination totaling two (2) years (24 months) from
the following categories:
A. 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)
B. Work experience in IT-related functions, such as hardware/software
support, programming, network design, network engineering, IT systems
integration, or closely related field. Demonstrated customer service
experience.
Preferred Qualifications
Experience supervising part of a team, preferably students and/or grad
students
Experience at a technology help desk
Experience with preparing and delivering training
Experie