Service Desk Analyst

The University of Illinois offers a full-time Civil Service IT opportunity with a direct path to impact across AITS. As a Service Desk Analyst, you will be the first point of contact for customers seeking help with computer systems and/or usage, and you will help improve service quality by troubleshooting, documenting solutions, and reducing repeat incidents. The role includes competitive pay ($50,000 to $60,000), health, dental, and vision coverage, life insurance, a retirement plan, paid time off, and tuition waivers for employees and dependents.

What you’ll do

• Deliver first-point customer support for AITS via phone, email, and other support channels.
• Troubleshoot inquiries to identify and isolate root issues, using the KnowledgeBase as the primary resource; apply creative problem-solving when issues are unfamiliar.
• Log all calls and email requests in the ticketing system, and document troubleshooting steps and pertinent customer facts, especially for issues transferred to higher support tiers.
• Provide technical front-line and second tier support related to open systems batch processing, including batch requests, migrations, and parameter modification.
• Search for and analyze operating and batch problems and initiate corrective measures within the limits of authority.
• Monitor system activity and performance across a large complex of servers, network interfaces, and peripheral devices; take timely corrective action and ensure alerts are acknowledged, resolved, and cleared.
• Page on-call staff and post to the university status page for urgent and high priority incidents.
• Maintain knowledge articles daily to keep content accurate and fresh; create new articles and update existing ones as needed so solutions remain clear and easy to follow.
• Coordinate during your shift by communicating software, hardware, system, and operational problems, and share information proactively to support smooth handoffs.
• Keep peers and end users informed of trends, significant problems, unexpected delays, and environment changes that affect customers; update customers on progress when first-call resolution is not possible.
• Support continuous improvement through participation in customer service and process improvement initiatives and knowledge-sharing efforts, including cross-training.
• Participate in project teams to test and implement new products and services, facilitate information sharing across AITS groups, and assist in evaluating software tools to enhance monitoring capabilities.
• Assist unit goals aimed at improving Service Desk service, productivity, and efficiency, while also working toward personal career goals and ongoing technical development.

What you’ll need

• High school diploma or equivalent.
• Any one or any combination totaling two (2) years (24 months) from: college coursework (including IT, IT Management, Programming, IT systems, or closely related discipline) measured using the provided conversion table, plus related IT work experience in areas such as hardware/software support, programming, network design, network engineering, or IT systems integration.
• Extensive customer service experience.
• Ability to interact professionally and courteously with customers by telephone and email, including managing difficult or emotional situations with prompt follow-up.
• Strong problem-solving skills, including delivering reliable and accurate information, using appropriate escalation when needed, and implementing solutions (not just fixes).
• Excellent writing and communication skills, with the ability to document technical solutions into clear knowledge documents for both customers and internal support staff.
• Flexibility in scheduling with consistent attendance, and availability to work overtime or any shift (1st, 2nd, 3rd) as requested or required.
• Strong teamwork, accountability, and the ability to work independently in ambiguous situations.
• Comfort with desktop and client software concepts (browsers, operating systems, etc.) and the ability to quickly learn new technical skills to become self-sufficient.

Helpful skills and preferred qualifications

• Strong preference for familiarity with batch scheduling concepts, experience with service management software, and ability to extract data, analyze, and develop recommendations.
• Web design experience and ability to read and edit HTML, CSS, and JS.
• Knowledge of SQL and shell scripting.
• HDI or ITIL certification.

Appointment and application details

• This is a 100% Full Time Civil Service IT Technical Associate position.
• Expected start date: as soon as possible after the search process concludes.
• Work authorization sponsorship is not available for this position.
• Eligible for the Referral Program for System Office jobs like this one.
• System Office job start salary range: $50,000.00 to $60,000.00, competitive and commensurate with qualifications and experience, considering internal equity.
• Apply: click the APPLY NOW link on this page to submit an application on the university portal by 6 pm on 10/11/2026.