Computer Support Technician (Information Services Specialist I, Opt C (Ump))

Agency : Department of Innovation and Technology
Posting Date: 01/22/2024
Closing Date/Time: 02/02/2024
Salary: $5,051 - $7,424/mo.
Job Type: Salaried Full Time
County: Sangamon
Number of Vacancies: 20
Plan/BU: RC063
This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position.
All applicants who want to be considered for this position MUST apply electronically through the illinois.jobs2web.com website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal.
Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered.
Posting Identification Number 34788
THIS JOB POSTING IS INTENDED FOR CURRENT STATE OF ILLINOIS EMPLOYEES
***Transcripts are required. If you don't upload transcripts you will not considered for this position.***
Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. This position serves as a Computer Support Technician, assisting in providing end user assistance with computer hardware and software issues. In this role you will perform computer installations and participate with senior analysts in the configuration, testing, installation, documentation and maintenance of desktop/laptop systems and related peripheral systems. In addition, you will assist higher level staff in conducting training sessions for end users and staff. If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position to join the DoIT Team!
If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position to join the DoIT Team!
As a State of Illinois employee, you receive a comprehensive benefits package including:

• Competitive Group Insurance benefits including health, life, dental and vision plans
• Flexible work schedules (when available and dependent upon position)
• 10 -25 days of paid vacation time annually (10 days for first year of state employment)
• 12 days of paid sick time annually which carryover year to year
• 3 paid personal business days per year
• 13-14 paid holidays per year dependent on election years
• 12 weeks of paid parental leave
• Pension plan through the State Employees Retirement System
• Deferred Compensation Program - voluntary supplemental retirement plan
• Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP)
• Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

For more information regarding State of Illinois Benefits follow this link: https://www2.illinois.gov/cms/benefits/Pages/default.aspx
Job Responsibilities
30% Under immediate supervision, serves as a Customer Support Technician in the End User Computing section for the Department of Innovation & Technology (DoIT):

• Assists in providing professional support and assistance to end users of Microsoft Office and other applications, software and automated equipment.
• Assists experienced systems analysts in software distribution at user provided facilities using automated Deployment tools such as Microsoft Windows/Microsoft Installer scripts (MSI), System Center Configuration Manager (SCCM), or Lite-Touch procedures and programs.
• Assists in connecting personal computer systems to the network using network communication concepts and principles, including knowledge of client network configuration, routing protocols, Virtual Private Network (VPN) and Internet and computer programming and/or scripting.
• Assists with the testing, implementation, documentation and maintenance of personal computer systems.
• Assists end-users on-site and remotely with problem diagnosis and repair on a statewide basis.
• Elicits sufficient information to enable higher level professionals to resolve the more complex problems, while developing skills to provide higher level of technical support services.
• Updates designated service management systems and documentation.

25% Participates with senior analysts in the configuration, testing, installation, documentation and maintenance of desktop/laptop systems and related peripheral systems including network communication, client network configurations, routing protocols, Virtual Private Network, Internet, and computer programming and/or scripting:

• Assists in ensuring configurations comply with agency security considerations, performance requirements, and established standards.

25% Performs the process of duplicating new operating system installations, including Microsoft Windows and Mac, for efficient on-site installations of large quantities of desktop/laptops statewide:

• Conducts on-site desktop/laptop installations and provides direct user contact support.
• Updates designated service management systems and documentation.

(Job Responsibilities continued)
10% Assists higher level staff in conducting training sessions for end users and staff:

• Compiles and organizes workshop materials.
• Acquires and maintains all training materials in compliance with all requirements.
• Provides telephone support to users.
• Submits documentation to supervisor on issues and/or problems.

5% Keeps abreast of new developments in the Information Technology (IT) field:

• Continues education by attending meetings, training sessions, seminars and conferences to increase familiarity with and maintain current on IT products, vendors, techniques and procedures.
• Attends demonstrations and exhibitions related to assigned operations.

5% Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.
Minimum Qualifications
Requires knowledge, skill, and mental development equivalent to completion of two (2) years of college with course work in computer science or directly related fields
OR
Requires satisfactory completion of an agency sponsored training program.
Preferred Qualifications (In Order of Significance):
1. Elementary knowledge of supporting and troubleshooting Microsoft Windows or Mac operating systems.
2. Elementary knowledge of Automated Software Deployment tools such as Microsoft Windows/Microsoft Installer scripts, System Center Configuration Manager (SCCM) or Lite-Touch.
3. Elementary knowledge of network communication concepts and principles including knowledge of client network configurations, routing protocols, VPN, Internet or computer programming and/or scripting.
4. Elementary knowledge of Microsoft Office client software products.
Conditions Of Employment
NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.
1. Requires ability to travel.
2. Requires ability to pass a position specific, agency required background check.
3. Requires ability to work outside of normal business hours to meet deadlines.
4. Requires ability to use agency-supplied equipment (cell phone, laptop, etc.).
5. Requires ability to attend seminars, conferences, and trainings to stay current on methods, tools, ideologies, or other industry related topics relevant to the job duties.
6. Requires ability to lift and carry objects weighing up to 30 pounds. This is considered medium work as defined by the U.S. Department of Labor (20 CFR 404.1567(b)). Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds.
The conditions of employment listed are incorporated and/or related to any duties included in the position description.
Work Hours: 8:30 AM - 5:00 PM; Monday - Friday
Work Location: 5300 S. 6th Street, Springfield, IL
Agency Contact:
Lorna Bock
Lorna.A.Bock@illinois.gov
Job Family: Science, Technology, Engineering & Mathematics
This title is within the Upward Mobility Program. General Program information can be found by clicking on the Upward Mobility Program link or for specific title information at UMP Title Descriptions. There are three categories of UMP titles: 1) certificate titles which require passing a written proficiency exam; 2) credential titles which require the possession of a specified college degree and/or licensure; and 3) dual titles for which a certificate may be earned by following either the certificate or credential pathway.
This position DOES NOT contain "Specialized Skills" (as that term is used in CBAs).
APPLICATION INSTRUCTIONS
Use the "Apply" button at the top right or bottom right of this posting to begin the application process.
If you are not already signed in, you will be prompted to do so.
State employees should sign in to the career portal for State of Illinois employees - a link is available at the top left of the Illinois.jobs2web.com homepage in the blue ribbon.
Non-State employees should log in on the using the "View Profile" link in the top right of the Illinois.jobs2web.com homepage in the blue ribbon. If you have never before signed in, you will be prompted to create an account.
If you have questions about how to apply, please see the following resources:
State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid
Non-State employees: on Illinois.jobs2web.com - click "Application Procedures" in the footer of every page of the website.
The Department of Innovation & Technology (DolT) is the state's IT agency delivering an enterprise approach to statewide technology, innovation and telecommunication services, as well as policy and standards development, lifecycle investment planning, and cybersecurity services. With over 1,500 employees, DolT delivers IT services and innovative solutions to customer agencies to improve services provided to Illinois residents, DolT offers employees the opportunity to advance their careers, develop new skills and reach their potential, both personally and professionally. DoIT is committed to promoting and preserving a workplace culture that embraces diversity and inclusion. We welcome and value employees with different backgrounds, life experiences and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation.
The main form of communication will be through email. Please check your "junk mail", "spam", or "other" folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses:

• donotreply@SIL-P1.ns2cloud.com
• systems@SIL-P1.ns2cloud.com