Technology Support Center/Knowledge & Training Analyst

Illinois State•Normal, IL

4d•$23 - $25•Onsite

About The Position

This position is part of the Technology Support Center (TSC) team which provides first level functional and technical support through phone, email, chat, web form, and in person contacts. Support topics cover a broad range including but not limited to applications, university owned hardware, ISU functional processes, and personally owned devices. When escalation is necessary, analysts will accurately document the issue or request and escalate to the appropriate team. The supported user base includes prospective students, enrolled students, faculty, staff, guests, and annuitants of Illinois State University. This position is part of the Knowledge Team which is tasked with creating and modifying internal and end user facing knowledge articles within a knowledge management system. Additional responsibilities may include training of new TSC students and full-time staff, training on new or updated TSC supported processes, and customer facing training of supported IT products and processes in use at Illinois State. Additional Information Technology Solutions provides Information Technology services for the administrative and business functions of Illinois State University. Through our Technology Support Center and our highly trained staff, Technology Solutions looks to improve the campus experience for students, faculty, staff, and the rest of the University community. Client Services provides computing support to the entire campus community. They diagnose and resolve information technology-related issues, including problems with network connectivity and ULID accounts.

Requirements

High school graduation or equivalent
Any combination totaling one year from the following categories: a. college course work which included Information Technology, IT Management, Programming, IT Systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent: - 30 semester hours equals one year (12 months) - 60 semester hours or Associate’s degree equals 18 months - 90 semester hours equals two years (24 months) - Bachelor's or higher degree equals three years (36 months) b. progressively more responsible work experience in an Information Technology related profession
Ability to interact and work effectively in a team environment
Demonstrated ability to follow established procedures, even in a high-pressure situation
Ability to effectively multitask and self-manage assigned projects and daily tasks in an environment with shifting priorities
Excellent oral and written communication skills
Proven customer service skills and the ability to work with a diverse constituency
Proven analytical problem-solving skills and the ability to research complex problems independently

Nice To Haves

Bachelor’s degree
Information Technology-related certification
Experience with and aptitude for creation of business or technical documentation
Experience working with customer or support record applications such as a CRM or ITSM system.
Previous experience in a higher education environment and/or previous technology support environments.
Experience supporting both the Windows and Mac operating systems, as well as a variety of mobile operating systems (Android, iOS, etc.), common browsers, and applications such as Microsoft Office.
Experience working in a call center environment

Responsibilities

Creating and modifying internal and end user facing knowledge articles within a knowledge management system.
Training of new TSC students and full-time staff.
Training on new or updated TSC supported processes.
Customer facing training of supported IT products and processes in use at Illinois State.