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Position Information
Posting Number S220109P Posting Date 11/20/2023 Closing Date 12/22/2023 Title Information Technology Support Associate Working Title IT Support Analyst Salary Range $55,000 - $68,000 Employee Class Civil Service Department User Services Full-time/ Part-time Full-time Specialization One of the following Certifications;
- Microsoft Of365 or Office 2016 Certification
- Comptia IT fundamentals Certification
- Html/C++/SQL certification
The position provide fundamental support for application software, operating systems and equipment configurations. This includes the implementation and maintenance for software components, providing assistance in the development and assessment of hardware and software components, recommending optimum equipment and software configurations, and providing assistance to the general campus population. The focus of these positions is in the basic support function related to client and end user software, telephone/voice communications systems, final end user interface with other, more complex, networking or server components. Duties may also include supervision or acting as a team leader/coordinator.
Job Description Research, evaluate, and select computer hardware, software, and related accessories. Support client software and/or network-independent software on end user systems.
* Install, repair, and maintain computer system hardware pertaining to any technology owned and supported by Chicago State University, Primarily Laptops, Desktops, Scanners, Printers.
* Perform standard maintenance tests and checks on the computer.
* Coordinates with end users and performs ID card printing, Loaner laptop distribution, Deskside Support and other processes IT helpdesk owns
Help Desk Support:
* Provide support to users of technology services provided by campuses, departments, or other organizational units in the areas of computers, local and campus-area networks, voice systems, and the applications associated with those systems.
* Provide general user services such as preparing and processing trouble reports, general user training and consulting.
* Services are typically performed at a deskside support level and from a central location
ID services Support
* coordinates with End-users (staff, students, faculty) verifies credentials and creates ID cards
* Performs routine maintenance on ID printer, and systems associated with ID services
*Runs reports through ODYSSEY PCS as per department need
Computer Systems Support
Monitor, control, assess, and help maintain the operations of a computer that has a network of terminals, workstations, or other secondary computers connected to it and whose processing unit consists of a mini, large computer, or clustered computers. Assists in computer operations that process the users' jobs at periodic intervals or on special request referred to as "batch" processing and that use various storage media for entering data into and getting information from the computer than terminals alone. Start up, monitor, control, and bring down the operation of the computer system using the computer or administrator console, the consoles of equipment at remote sites, and other control/monitor units. Investigate and solve commonly occurring computer operations problems in order to maintain continuous service to terminal users, calling in and assisting higher-level technical support personnel, supervisors, or vendors to deal with more serious problems
Customer Education
Develop and deliver training in application and computer hardware, networking, operating systems, general use of technology and related program applications. May involve needs assessment and course design for instructor led and web-based job aids and tutorials. Develop tools for the assessment of training effectiveness.
Minimum Qualifications * Install, repair, and maintain computer system hardware pertaining to any technology owned and supported by Chicago State University, Primarily Laptops, Desktops, Scanners, Printers.
* Perform standard maintenance tests and checks on the computer.
* Coordinates with end users and performs ID card printing, Loaner laptop distribution, Deskside Support and other processes IT helpdesk owns
Help Desk Support:
* Provide support to users of technology services provided by campuses, departments, or other organizational units in the areas of computers, local and campus-area networks, voice systems, and the applications associated with those systems.
* Provide general user services such as preparing and processing trouble reports, general user training and consulting.
* Services are typically performed at a deskside support level and from a central location
ID services Support
* coordinates with End-users (staff, students, faculty) verifies credentials and creates ID cards
* Performs routine maintenance on ID printer, and systems associated with ID services
*Runs reports through ODYSSEY PCS as per department need
Computer Systems Support
Monitor, control, assess, and help maintain the operations of a computer that has a network of terminals, workstations, or other secondary computers connected to it and whose processing unit consists of a mini, large computer, or clustered computers. Assists in computer operations that process the users' jobs at periodic intervals or on special request referred to as "batch" processing and that use various storage media for entering data into and getting information from the computer than terminals alone. Start up, monitor, control, and bring down the operation of the computer system using the computer or administrator console, the consoles of equipment at remote sites, and other control/monitor units. Investigate and solve commonly occurring computer operations problems in order to maintain continuous service to terminal users, calling in and assisting higher-level technical support personnel, supervisors, or vendors to deal with more serious problems
Customer Education
Develop and deliver training in application and computer hardware, networking, operating systems, general use of technology and related program applications. May involve needs assessment and course design for instructor led and web-based job aids and tutorials. Develop tools for the assessment of training effectiveness.
High school diploma or equivalent.
Any one or any combination totaling one (1) year (12 months) from the following categories:
1. 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:
1. 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)
2. Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
3. Based on position requirements, additional education, training, and/or work experience in the area of specialization inherent to the position may be required.
- Two years hands on experience in an Information Technology (IT) related profession
- Any one of the following certifications: CTP, CNCT, A+, Any Microsoft analyst level certifications along with HTML, C++ or any relevant certification
- Knowledge of the systems and operations used within the areas and departments of responsibility.
- Excellent verbal and written communication skills.
- Ability to oversee and coordinate activities of user groups.
- Ability to effectively communicate and professionally interact with all staff levels and customer groups.
- Ability to identify and resolve technical problems.
- Ability to demonstrate fundamental knowledge of effective troubleshooting methodologies.
- May require extend periods of sitting or standing at a time.
- Participate in evening and weekend on-call rotations
- Office, classroom, conference setting environment
