IT Help Desk specialist

School of Information Sciences

The iSchool at Illinois makes a meaningful difference in the lives of individuals through teaching, research, and public engagement. Our mission is to lead the way in understanding the use of information in science, culture, society, commerce, and the diverse activities of our daily lives. We engage in inclusive community partnerships, working beyond geographic boundaries to benefit the social good. We believe in the power of information to change the world. For more information about iSchool, visit https://ischool.illinois.edu/.

Job Summary

Duties & Responsibilities

• Supervising and Training Help Desk Student Workers (50%)
  • Work on a team of IT professionals and graduate students supporting instructional, research, and administrative computing in the School of Information Sciences.
  • Serve as a technical and institutional resource to peers and acts as escalation point for all team members.
  • Develop and improve policies, procedures, and standards.
  • Train desk staff on providing basic call center routing and technical support to end users.
  • Develop training for new student staff, including supervision of peer training.
  • Supervise the student staff, including reviewing their ticket responses and providing follow-up training as needing.
  • Serve as second level point of contact for more complex technology requests and service issues.
  • Create and maintain end user documentation.
  • Create and maintain internal technical documentation.
  • Work to build relationships with community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings.
• Customer Service and Support (30%)
  • Work with units, teams, and individuals to provide the unique technological needs for their instructional, research, and administrative technology environment.
  • Deliver excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.
  • Monitor the ticket system (currently TDX) for new and outstanding requests, update the request system regularly, and assign requests to appropriate individuals.
  • Gather, track, and analyze issues using a ticket system to report customer feedback; help identify problems and trends; independently resolve or escalate issues as needed.
  • Work within defined policies and procedures to identify problems to be solved, propose solutions where solutions don’t currently exist, obtain approval, and/or escalate appropriately.
  
  
• Professional Development (10%)
  • Keep abreast of current technologies for course delivery.
  • Represent the iSchool for technology related topics on and off campus.
  
  
• Training (5%)
  • Support the development and delivery of trainings for faculty and staff in the iSchool.
  • Provide support for teaching and learning technology used by the iSchool for in person and online programs.
  
  
• Other duties as assigned (5%)

Physical Demands

Additional Physical Demands

Minimum Qualifications

High school diploma or equivalent. Any one or any combination totaling two (2) years (24 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. Demonstrated customer service experience. Experience working with Internships and or Assistantships.

Preferred Qualifications

Degree in LIS, Computer Science, Education, or related field Experience supporting users at a distance Experience with both Mac and Windows operating systems Experience with ticketing systems, especially Campus TDX Experience with AV equipment, such as webcams and headsets

Knowledge, Skills and Abilities

• Ability to work in a collaborative team environment.

• Ability to provide service in a friendly, positive, and professional manner.

• Ability to work independently within specified time constraints while demonstrating sound decision-making skills.

• Ability to solve technical problems, utilize good organizational skills, and comfortable managing multiple priorities.

• Excellent communication skills to a variety of audiences (management, peers, and users)

Appointment Information

This is a 100% full-time Civil Service 5031 - Information Technology Technical Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after 4/26/2026. The budgeted salary range for the position is $55,000 to $65,000.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (Central Time) on April 8th, 2026. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact iSchool-hr@illinois.edu. For questions regarding the application process, please contact 217-333-2137.

At the University of Illinois Urbana-Champaign — the state’s flagship public university and one of the world’s leading research institutions — every staff member helps shape what’s next. Founded in 1867, Illinois is home to a vibrant community of 59,000 students from all 50 states and 129 countries, supported by 15 colleges and instructional units, more than 20 research institutes, and one of the most comprehensive student service ecosystems in the nation. Whether you’re empowering first-generation students, fueling breakthrough innovation, or strengthening communities across Illinois and beyond, your work here has a far-reaching and deeply meaningful impact. The university offers a highly competitive benefits package designed to support your well-being, growth, and financial security. Join a top 10 public university that has launched over 330 startups and continues to redefine excellence — where the Illinois Value Proposition ensures that your contributions are recognized, your potential is nurtured, and your career can thrive.

Champaign-Urbana

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position; however, all employment decisions will be made by a person.

This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodation portal, or by contacting the Office for Access & Equity at 217-333-0885, option #1, or accessibility@illinois.edu.

Requisition ID: 1035216
Job Category: Technical
Apply at: https://jobs.illinois.edu