Duties and Responsibilities: - Responds to assigned technical support requests, providing assistance to agency staff in resolving hardware, software, and program related problems in accessing the network and resolving account issues.
- Appropriately updates and closes support requests following established coding guidelines and makes corresponding timely updates in the inventory system according to departmental policy.
- Deploys, installs, upgrades, and reconfigures hardware and software as needed.
- Images laptops, desktop, and thin clients.
- Provides advanced support of IT initiatives including, but not limited to, migrations to new operating systems, software, and service platforms; printer consolidation projects; and VDI migrations - creating thin/fat client images, software installation and updates.
- Participates in assigned training and team meetings.
- Researches technical problems: investigates, suggests diagnoses, and resolves hardware and software problems.
- Monitors loaner devices and departmental inventories.
- Conducts searches for equipment, validates asset reports, and counts and completes warehousing projects to store, label, clean, reconcile, and itemize IT support team stock.
- Assists other IT support team members with annual inventory and location of missing equipment.
- Cannibalizes equipment, sends wiped/cannibalized equipment to surplus and maintains part stock in IT support team storage.
- Performs configuration, setup, and deployment of hardware for new employees.
- Provides basic knowledge transfer to new employees during their on-boarding orientation.
- Re-claims and re-inventories hardware for employees/contractors who separate from the Agency.
- Performs other duties as assigned.
|
Required Qualifications: - Bachelor's degree in computer science, Computer Network Systems, Information Technology or other specific IT or computer field, or an associate's degree in one of the listed fields plus six months of recent (within past 12 months) full-time employment in a diagnostic/repair/refurbish/deployment position that demonstrates increasing responsibility and experience in hardware and software support. Coursework must include a minimum of 40 hours in wiring/cabling/connection topology, personal computers, desktop operating systems (Microsoft windows/Linux/Unix or any combination), networking and LAN/WAN protocols and standards, network and systems security, problem solving, skills for continuing technical learning, or other coursework specifically related to performance of TAT diagnostic/repair/installation duties. (COPY OF TRANSCRIPTS REQUIRED AT TIME OF APPLICATION)
- Recent experience (within past 12 months) with direct, hands-on performance of diagnostic/repair/refurbish/deployment tasks for personal computers, printers, scanners, laptops, thin clients, fat clients, mobile devices, and/or other peripheral equipment.
- Experience in laptop encryption.
- Experience in both a standard desktop network environment and virtual environment that includes diagnosing and isolating trouble issues attributable to each, and the planning, design, testing, installation or connection of peripherals in each environment.
- Experience troubleshooting performance issues related to hardware and software such as Windows and Microsoft Office, security, LAN connectivity, networking, and internet communications.
- Experience in installation of operating systems and migration from one operating system to another.
- Demonstrated diagnostic/repair/refurbish/deployment skills that show increasing responsibility.
- Advanced knowledge of information technology concepts, principles, theories and the functions of computer systems.
- Excellent organizational skills.
- Ability to analyze data logically.
- Ability to prioritize and manage multiple tasks simultaneously.
- Ability to establish and maintain good working relationships with team members, management staff, and agency personnel at all hierarchy levels.
- Ability to work independently on tickets and issues.
- Ability to participate cooperatively on group projects.
- Ability to quickly learn and apply new technologies.
- Excellent oral and written communication skills.
- Ability to translate technical issues and descriptions into user-friendly terminology.
- Ability to write clear, concise, and thorough methods, process, and procedure documentation.
- Demonstrated understanding of virtualization concepts, solutions, and practices.
- Previous vendor or employer based training on VMware thinapp/thin client deployment and/or exact on-the-job training.
- Ability to lift up to 50 pounds.
- Ability to travel occasionally.
|
Preferred Qualifications: - Microsoft certification.
- Experience in a large network environment.
|
ISBE provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics. We actively foster a culture of inclusion and encourage individuals of all backgrounds to apply. Illinois has an urgent and collective responsibility to achieve educational equity by ensuring that all policies, programs, and practices affirm the strengths that each and every child brings within their diverse backgrounds and life experiences, and by delivering the comprehensive supports, programs, and educational opportunities they need to succeed. |
