Support Jobs in Urbana, IL

1 job found

Include remote jobs

Today

Service Desk Analyst

University of Illinois Urbana, IL 🇺🇸 Remote

Urbana, IL

Today

$50k - $60k/yr Full time Customer Service Customer Support Data Processing

Apply Now

Job Description

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.

View full job page →

Get Support Jobs in Urbana, IL alerts

New Support Jobs in Urbana, IL, daily.