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Division Name: Finance and Planning
Department: Client Services

Job Summary

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.

Position Highlights:

• This position is eligible for hybrid work (mix of pre-scheduled remote and in-person days) after a minimum six-month training period. Eligibility is based upon employee performance, appropriate remote working environment, and business needs.

University Benefit Highlights:

• Insurance benefits, including health, dental, vision, and life
• Retirement and supplemental retirement planning options
• Tuition waiver benefits available to staff as well as their eligible dependents
• Paid holiday/administrative closures during Thanksgiving and Winter Breaks
• Paid benefit time

For more University Benefit information: https://hr.illinoisstate.edu/benefits/ 

Information regarding eligibility for participation in the State Universities Retirement System and the State of Illinois Group Insurance program can be reviewed here https://hr.illinoisstate.edu/benefits/insurance/

Salary Rate / Pay Rate

$23.00 - $25.00 per hour

Required Qualifications

1. High school graduation or equivalent
2. 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
3. The following skills and abilities:
   a. Ability to interact and work effectively in a team environment
   b. Demonstrated ability to follow established procedures, even in a high-pressure situation
   c. Ability to effectively multitask and self-manage assigned projects and daily tasks in an environment with shifting priorities
   d. Excellent oral and written communication skills
   e. Proven customer service skills and the ability to work with a diverse constituency
   f. Proven analytical problem-solving skills and the ability to research complex problems independently

Preferred Qualifications

1. Bachelor’s degree
2. Information Technology-related certification
3. Experience with and aptitude for creation of business or technical documentation
4. Experience working with customer or support record applications such as a CRM or ITSM system.
5. Previous experience in a higher education environment and/or previous technology support environments.
6. 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.
7. Experience working in a call center environment

Work Hours

This position is for second shift with regular hours of 1:30pm to 10:00pm Monday through Friday. One weekend shift is required every August with one weekend shift also required every other January, as scheduled by Client Services management.

The Technology Support Center is open 7 days per week, 7:30am to 10:00pm Monday through Friday and 10:00am to 6:30pm Saturday and Sunday.

Functional Expectations

Must be able to complete the following with or without a reasonable accommodation:

1. Remain at a workstation for extended periods.
2. Distinguish colors on a monitor.
3. Effectively communicate daily.

Proposed Starting Date

January 2026

Required Applicant Documents

Resume
Reference List

Please Note: These documents are required to be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Optional Applicant Documents

Transcripts - See Special Instructions to Applicants for additional options
Certification of Retirement Annuity

Please Note: These documents may be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Special Instructions for Applicants

Applicants for this position must be authorized to work in the U.S. without ISU sponsorship. Sponsorship for work authorization will not be considered for this position.

Please fully complete the entire application including, but not limited to, the education and work history portions. Be specific on your work history, including employment dates (if part-time you must list the number of work hours) and duties for all positions held. Applicable part-time work experience will be considered toward qualifying for this position; however, it will be converted to a full-time equivalency to determine combined length of experience. Please do not put "see resume" in the duties and responsibilities section of the work history. This will be considered an incomplete application and incomplete applications will not be considered.

If you are using college or university coursework to qualify for this position, then college or university transcripts (may be unofficial) must be submitted prior to the application deadline to receive full consideration. Transcripts can either be uploaded with your application or submitted via the options listed below.

To be eligible for Veteran's Preference points on the exam, appropriate military service documentation such as a DD-214 must be submitted prior to the application deadline.

Transcripts and/or military service documentation may be emailed, faxed, or mailed to Human Resources by the application deadline:

Email: kgshelt@ilstu.edu 
Fax: 309.438.0011, Attn: Kira Shelton
Address: Illinois State University
Human Resources
Campus Box 1300
Normal, IL 61790-1300

The Civil Service examination for this classification is based on your application materials and responses to the supplemental questions. No participation other than submission of applicant materials is required from applicants that qualify to take the exam. If you meet the minimum required qualifications for this position, you will receive a score calculated based on your education and experience, and your name will be placed on the active employment register by exam score. After the application deadline, the names within the top three scores will be referred to the department for interview. The active register for this classification will be voided when the position is filled.

Illinois State University is authorized to do business within the State of Illinois. All work under this appointment is required to be performed from within the State of Illinois. If hired, out-of-state candidates must establish Illinois residency within 180 calendar days from the start date for this position. Illinois residency requires proof of a valid Illinois driver’s license or a valid State of Illinois ID card. Failure to produce the required documentation within 180 calendar days will result in immediate termination of employment.

Contact Information for Applicants

Kira Shelton
Human Resources
kgshelt@ilstu.edu 
(309) 438-2120

Important Information for Applicants

This position is subject to a criminal background investigation and if applicable, an employment history review, based on University Policy 3.1.30 and any offer of employment is contingent upon you passing a satisfactory criminal background investigation and/or an employment history review. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.

Illinois State University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are an individual with a disability and need a reasonable accommodation under the Americans with Disabilities Act (ADA) or other state or federal law you may request an accommodation by contacting the Office of Equal Opportunity and Access at (309) 438-3383. The Office of Equal Opportunity and Access will hold any confidential information you provide in confidence.

If you are having difficulty accessing the system, please call Human Resources at (309) 438-8311.