User Services Specialist

Campus Information Technologies and Educational Services (CITES) seeks to fill one or more positions in the CITES Help Desk, which includes approximately eight full-time employees and 35 student consultants. The Help Desk serves as first-contact support for faculty, staff, students, and retirees. In addition to making our clients feel comfortable in their dealings with the Help Desk, the group must be adept at interacting with other groups within the organization that provide IT services for the campus community.

Help Desk staff members answer a broad range of questions about email, computer wireless networking, and other CITES services. Full-time staff also serve as tier 2 and tier 3 support for specific CITES services. In addition, they supervise and mentor student employees that work in the Help Desk. Ideal candidates will have broad technical knowledge, in-depth skills in one or more areas, and exemplary “people skills”.

Required Qualifications

• Bachelor’s Degree
• Demonstrated experience in effective communication with customers
• Logical and systematic problem solving skills
• Basic system administration skills with vendor supported versions of Windows and/or Macintosh
• User level understanding of common applications such as email, networking, and anti-virus software
• Demonstrated experience in customer service
• Experience using an enterprise ticketing system and knowledge base

Desired Qualifications

• Network administration skills in a Windows, Macintosh, or Unix environment
• Detailed technical knowledge in one of the common operating systems
• Detailed technical knowledge of common applications
• Demonstrated experience supervising employees

This is a full-time, academic professional position. Benefits include 24 vacation days and 11 paid holidays per year. Salary is commensurate with experience and qualifications. Starting date is ASAP after the close of the search. Direct questions to Kathy Lyons (217) 265-0892, or send an email to kmsimpso@illinois.edu. To ensure full consideration, applications must be received by July 25, 2008. Interviews may be conducted immediately; however no offer will be extended until after the close of the search.

To apply, send cover letter and resume (including email address) to:

Bobbie Leisure
University of Illinois at Urbana-Champaign
1102 Digital Computer Laboratory, MC-256
1304 W. Springfield Avenue
Urbana, IL 61801
(217) 333-8794
leisure@uiuc.edu

Electronic submissions are preferred and an email address must be provided.

Please indicate that you are applying for position # 11947

The University of Illinois is an Affirmative Action/Equal Opportunity Employer