Computer Support Analyst (Information Systems Analyst I, Opt. C)

State of Illinois•Springfield, IL

29d•Onsite

About The 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 Computer Support Analyst performing difficult and specialized system services functions serving assigned agencies. In this role you, will resolve complex hardware problems, perform diagnosis and resolve system related problems including interfaces to active directory, network integrations, and software applications/products. In addition, you will confer with vendors for advanced software and hardware problems. This position also configures, implements, and tests PC based hardware and software for stand-alone personal computers and in Local Area Networks and serves as project coordinator for standard projects including hardware/software installations and deployments. The successful candidate will meet with users to determine user needs and objectives, monitor trouble tickets and provide group or individual assistance and training to customers on installed hardware and software and other functional areas. If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position with DoIT!

Requirements

Requires knowledge, skill, and mental development equivalent to four (4) years of college with coursework in computer science or directly related fields.
Requires one (1) year of professional experience in client services or a related Information Technology field.
Requires one (1) year of professional experience providing both in person and remote technical support for end-user hardware, software, and application systems, including the use of established troubleshooting methodologies to resolve issues efficiently.
Requires one (1) year of professional experience utilizing Active Directory (AD) and automated software deployment tools such as Microsoft Windows Installer (MSI) scripts, System Center Configuration Manager (SCCM), Microsoft Deployment Toolkit (MDT) and Lite-Touch for system configuration and software distribution.
Requires one (1) year of professional experience maintaining, diagnosing, and resolving issues related to network-connected devices within a business-class infrastructure, ensuring optimal performance and connectivity, including troubleshooting connectivity, authentication, and integration issues within Active Directory and Local Area Network (LAN) environments
Requires the ability to verify identity.
Requires employment authorization to accept permanent full-time position with the State of Illinois.
Requires a valid driver's license and the ability to travel.
Requires ability to pass a position specific, agency required background check and requires self-disclosure of criminal history.
Requires the ability to work overtime including scheduled, unscheduled, short notice, evenings, weekends and holidays.
Requires ability to work outside of normal business hours to meet deadlines.
Requires ability to use agency-supplied equipment (cell phone, laptop, etc.).
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.
Requires the ability to lift and carry objects or equipment weighing up to 30 pounds. This is considered medium work as defined by the U.S. Department of Labor (20 CFR 404.1567(c)). Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds.

Nice To Haves

One (1) year of professional experience providing both in person and remote technical support for end-user hardware, software, and application systems, including the use of established troubleshooting methodologies to resolve issues efficiently.
One (1) year of professional experience utilizing Active Directory (AD) and automated software deployment tools such as Microsoft Windows Installer (MSI) scripts, System Center Configuration Manager (SCCM), Microsoft Deployment Toolkit (MDT) and Lite-Touch for system configuration and software distribution.
One (1) year of professional experience maintaining, diagnosing, and resolving issues related to network-connected devices within a business-class infrastructure, ensuring optimal performance and connectivity, including troubleshooting connectivity, authentication, and integration issues within Active Directory and Local Area Network (LAN) environments
One (1) year professional experience supporting and troubleshooting Microsoft Windows operating systems and Microsoft Office client applications in a production environment.
One (1) year of professional experience coordinating, scheduling, and managing tasks or components of IT projects, ensuring timely delivery and alignment with organizational goals, including coordinating activities, scheduling tasks, and supporting assignment of work components to project team members.
One (1) year of professional experience delivering technical support for computer-based hardware and software, including performing root cause analysis, documenting resolutions and implementing effective resolutions.
Working knowledge of the configuration, support, and basic troubleshooting of Mac Operating Systems, including system setup, user environment customization, and software installation.
Ability to analyze data logically and exercise sound judgement in defining and evaluating problems of an operational or procedural nature.
Ability to lead and coordinate cross-functional teams, aligning individual contributions toward shared goals to consistently deliver high-impact results
Developed verbal and written communication skills to present technical information clearly and precisely to diverse audiences, including business users, development teams, and agency executives.

Responsibilities

Under general direction, serves as a Computer Support Analyst for the Department of Innovation & Technology (DoIT), performing difficult and specialized professional work in Client Services functions serving assigned agencies and resolving complex hardware problems.
Provides technical support for computer-based hardware/software and configures, implements, and tests PC based hardware and software for stand-alone personal computers and in Local Area Networks.
Serves as project coordinator for standard projects including hardware/software installations and deployments by determining and coordinating project components such as project scheduling and assignments.
Collaborates, confers, and conducts meetings with users to determine user needs and objectives and develops recommendations to accommodate user's requests and ensures compatibility with existing hardware and software standards.
Monitors trouble tickets to ensure acceptable service levels for providing break/fix services to agencies within listed time frames are being met.
Provides group or individual assistance and/or training to customers on installed hardware and software and other functional areas including, but not limited to, network and server hardware, software, and peripherals.
Keeps abreast of new developments in the information technology field by continuing education through online training platforms, meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.

Benefits

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