IT Support Associate (Desktop Support) (5032)

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Description

This position provides microcomputer hardware and software support to Information Technology and to the departments supported by Information Technology. This position assists Information Technology clients and participates in Information Technology teams to further the development of the information "commons" at the School of Medicine.

Examples of Duties

Hardware and Software Support 95%

• Works with higher-level support technicians to provide first-line computer support for the Department of Information Technology and units/departments supported by Information Technology, and other departments within the School as needed. Troubleshoots and resolves moderately complex software and hardware problems. Consults with higher-level specialists to resolve problems, when necessary.
• Installs, configures, and updates operating system, application, and communication software on personal computer workstations.
• Installs microcomputer hardware, peripherals, and software. Tests hardware, software, and peripherals for compatibility.
• Configures operating system, application, and communication software to allow printing to local and network printers as well as School installed printer/copier/scanners.
• Tests operating system, application, and communication software installations for proper start-up and exit; for the reliable saving, printing, and retrieving of documents from that application; and for access to on-line help.
• Diagnoses and resolves computer hardware and software issues.
• Documents service requests, applications and systems using provided ticket tracking and documentation systems.
• Manages video conference and resource calendar schedules, including scheduling, updating and removing meetings as requested, in addition to monitoring and troubleshooting problems, and updates web pages and calendaring system accordingly.

Network Support 5%

• Assists with campus computer network cabling moves, additions, and changes.
• Establishes and maintains documentation relevant to network modifications.

Qualifications

Credentials to be Verified by Placement Officer

• High school diploma or equivalent.
• Any one or any combination totaling one (1) year (12 months) from the following categories:
• College coursework which includes Information Technology (IT), 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 (1) year (12 months)
• Associate’s Degree (60 semester hours) equals eighteen months (18 months)
• 90 semester hours equals two (2) years (24 months)
• Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
• Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
• Based on position requirements, additional education, training, and/or work experience in the area of specialization inherent to the position may be required.

Knowledge, Skills And Abilities (KSAs)

• Knowledge of the systems and operations used within the areas and departments of responsibility.
• Excellent verbal and written communication skills.
• Ability to oversee and coordinate activities of user groups.
• Ability to effectively communicate and professionally interact with all staff levels and customer groups.
• Ability to identify and resolve technical problems.
• Ability to demonstrate fundamental knowledge of effective troubleshooting methodologies.

Condition of Employment

Pursuant to the State Universities Civil Service System, an out-of-state resident who is hired into this position must establish Illinois residency within 180 calendar days of their start date.

Supplemental Information

If you require assistance, please contact the Office of Human Resources at [email protected] or call 217-545-0223 Monday through Friday, 8:00am-4:30pm.

The mission of Southern Illinois University School of Medicine is to optimize the health of the people of central and southern Illinois through education, patient care, research and service to the community.

The SIU School of Medicine Annual Security Report is available online at . This report contains policy statements and crime statistics for Southern Illinois University School of Medicine in Springfield, IL. This report is published in compliance with Federal Law titled the

"Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act."

Southern Illinois University School of Medicine is an Affirmative Action/Equal Opportunity employer who provides equal employment and educational opportunities for all qualified persons without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, protected veteran status or marital status in accordance with local, state and federal law.

Pre-employment background screenings required.