IT Operations Assistant - Lab Schools

Illinois State•Normal, IL

4d•Onsite

About The Position

The IT Operations Assistant will primarily be working to provide first-level technology support and assistance to Laboratory Schools faculty, staff, and students by phone, email, and in person. This support is related but not limited to, university-owned computers and software as well as ULID account and password issues.

Requirements

Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
Ability to provide technical support either remotely or in person with a professional demeanor; previous customer service experience strongly desired
Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
Creativity; ability to think around problems and come up with creative solutions is helpful
Ability to work responsibly with or without direct supervision
Working knowledge of common operating systems (Windows 10, macOS, and iOS)
Strong research skills
Strong organizational skills

Nice To Haves

Experience in a leadership/mentor role
Experience or interest in any of the following: 1. Microsoft Windows 11 2. macOS Ventura, Sonoma, and/or Sequoia 3. Microsoft Office 365 4. Active Directory 5. SCCM, Intune, Jamf, or other Mobile Device Management (MDM) platforms 6. Scripting/Programming languages such as PowerShell and/or Bash/zsh 7. ServiceNow or other ITSM applications

Responsibilities

Be present and visible in the Laboratory schools and available to users requiring technical assistance
Respond to questions from customers; remotely assist faculty, faculty associates, staff, and students with technology incidents and requests
Learn fundamental operations of commonly used software, hardware, and other equipment
Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using ticket tracking software
Accurately assign, manage, track, update, and retire IT Inventory Assets
Attend all Help Desk training sessions when provided
Become familiar with available support resources; stay up-to-date on campus technology changes or incidents
Become familiar with technology policies, services, and staff
Elevate tickets to appropriate technology support staff as necessary
Maintain reasonable discipline and decorum in the Help Desk
Other duties as assigned by technology support staff, as appropriate