End User Computing Incident Analyst II (Information Systems Analyst II, Opt. C)

State of Illinois•Springfield, IL

1d•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 a End User Computing Incident Analyst II, performing complex professional and advisory functions in End User Computing (EUC) support for assigned agencies. In this role you will serve as an analyst on incidents including but not limited to trending incident problems and complex Incidents not resolved by multiple teams. In addition, you will utilize complex software distribution application development for Microsoft Windows and Novell networks using automated software development tools such as Microsoft Installer (MSI) scripts, Microsoft Deployment Toolkit (MDT), Microsoft Operating System Deployment (OSD), and Microsoft Systems Center Configuration Manager (SCCM). If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position to join the DoIT Team!

Requirements

Requires knowledge, skill, and mental development equivalent to four (4) years of college with course work in computer science or directly related fields.
Requires three (3) years of professional experience in Client Services, end user support, or a related IT field.
Requires three (3) years of professional experience managing and supporting Active Directory (AD), Netware, and eDirectory networking environments, including advanced desktop functions, including configuration, installation, and troubleshooting within enterprise-level systems.
Requires three (3) years of professional experience in providing end user computing support for Microsoft Windows desktop/laptop systems, Apple Devices, and MAC operating systems, including installation, configuration, maintenance, and support of hardware, software, and peripherals.
Requires three (3) years of professional experience in utilizing automated software development and distribution tools including Microsoft Installer (MSI) scripts, Microsoft Systems Center Configuration Manager (SCCM), Microsoft Operating System Deployment (OSD), and Microsoft Deployment Toolkit (MDT) for testing, implementation, documentation, and the maintenance of software distribution processes.
Requires three (3) years of professional experience with enterprise-level security and network services, including anti-virus software (e.g. McAfee), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), and scripting for troubleshooting and support of network-related issues.

Nice To Haves

Three (3) years of professional experience managing and supporting Active Directory (AD), Netware, and eDirectory networking environments, including advanced desktop functions, including configuration, installation, and troubleshooting within enterprise-level systems.
Three (3) years of professional experience in providing end user computing support for Microsoft Windows desktop/laptop systems, Apple Devices, and MAC operating systems, including installation, configuration, maintenance, and support of hardware, software, and peripherals.
Three (3) years of professional experience in utilizing automated software development and distribution tools such as Microsoft Installer (MSI) scripts, Microsoft Systems Center Configuration Manager (SCCM), Microsoft Operating System Deployment (OSD), or Microsoft Deployment Toolkit (MDT) for testing, implementation, documentation, and the maintenance of software distribution processes.
Three (3) years of professional experience with enterprise-level security and network services, including anti-virus software (e.g. McAfee), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), and scripting for troubleshooting and support of network-related issues.
Three (3) years of professional experience documenting diagnostic and remedial procedures, maintaining detailed work logs, and preparing technical documentation to ensure compliance with established standards and agency security considerations.
Three (3) years of professional experience analyzing incident trends, managing complex incidents to resolution, and providing high-level technical assistance and ticket reporting using enterprise ticketing systems.
Ability to analyze data logically and exercise sound judgement in defining and evaluating problems of an operational or procedural nature.
Ability to gain and maintain effective working relationships with associates, vendors, clients, and others.
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

Serves as an End User Computing Incident Analyst II for the Department of Innovation & Technology (DoIT), providing difficult and specialized professional-level end-user computing troubleshooting and support services for end users related to hardware, software, and peripherals on Microsoft Windows desktop/laptop systems, Apple devices and MAC operating systems.
Serves as a lead analyst on incidents, including but not limited to, trending incident problems and complex Incidents not resolved by multiple teams, including coordinating procedures and actions taken to respond to and resolve end user incidents.
Utilizes complex software distribution application development for Microsoft Windows and MAC using automated software development tools such as Microsoft Installer (MSI) scripts, Microsoft Deployment Toolkit (MDT), Microsoft Operating System Deployment (OSD), Microsoft Systems Center Configuration Manager (SCCM) and JAMF.
Prepares documentation and performs extensive maintenance of desktop/laptop Microsoft Operating Systems, including comparing established agency standards documentation and agency service level agreements to ensure configurations comply with agency security considerations, performance requirements, and established standards.
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 which are reasonably within the scope of the duties and responsibilities 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 carry over 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