Computer Support Analyst (Information Systems Analyst I, Opt. C)

Position Title: Information Systems Analyst I Opt C

Agency : Department of Innovation and Technology

Posting Date: 04/22/2024

Closing Date: 05/06/2024

Salary: $6,230 - $9,370

Job Type: Salaried

County: Sangamon

Number of Vacancies: 8

Plan/BU: RC063

This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position.

All applicants who want to be considered for this position MUST apply electronically through the illinois.jobs2web.com website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal.

Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered.

Transcripts are required. Please upload a copy of your transcript for consideration.

Posting Identification Number 37275

Position Overview

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. This position serves as Computer Support Analyst performing difficult and specialized system services functions for End User Computing (EUC) section serving assigned agencies. In this role you will resolve complex hardware problems, perform diagnosis and resolve system related problems including interfaces to active directory, network integrations, and software applications/products. In addition, you will confer with vendors for advanced software and hardware problems. This position also configures, implements, and tests PC based hardware and software for stand-alone personal computers and in Local Area Networks and serves as project coordinator for standard projects including hardware/software installations and deployments. The successful candidate will meet with users to determine user needs and objectives, monitor trouble tickets and provide group or individual assistance and training to customers on installed hardware and software and other functional areas. If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position with DoIT!

As a State of Illinois employee, you receive a comprehensive benefits package including:

⦁ Competitive Group Insurance benefits including health, life, dental and vision plans

⦁ Flexible work schedules (when available and dependent upon position)

⦁ 10 -25 days of paid vacation time annually (10 days for first year of state employment)

⦁ 12 days of paid sick time annually which carryover year to year

⦁ 3 paid personal business days per year

⦁ 13-14 paid holidays per year dependent on election years

⦁ 12 weeks of paid parental leave

⦁ Pension plan through the State Employees Retirement System

⦁ Deferred Compensation Program - voluntary supplemental retirement plan

⦁ Optional pre-tax programs

• Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP)

⦁ Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

For more information regarding State of Illinois Benefits follow this link: https://www2.illinois.gov/cms/benefits/Pages/default.aspx

Essential Functions

25% Under general direction, serves as a Computer Support Analyst for the Department of Innovation & Technology (DoIT):

• Performs difficult and specialized professional work in client services functions for the End User Computing (EUC) section serving assigned agencies.

• Resolves complex hardware problems.

• Reports maintenance problems to appropriate areas.

• Performs diagnosis and resolves system related problems including interfaces to active directory, network integrations, and software applications/products using the ability to adapt complex processing to different system/program requirements.

• Confers with vendors for advanced software and hardware problems.

• Serves as liaison between agency customers, vendors, DoIT management, and technicians for problem resolutions.

20% Performs professional advisory functions to support assigned agencies:

• Provides technical support for computer-based hardware and software

• Configures, implements, and tests PC based hardware and software for stand-alone personal computers and in Local Area Networks using automated software deployment tools such as System Center Configurations Manager (SCCM) or Microsoft Windows/Microsoft installer scripts (MSI), Lite-Touch, and computer programming and/or scripting.

• Schedules, coordinates, configures, installs, and supports end user hardware (personal computers, monitors, printers, etc.), supports Microsoft and Mac operating systems, Microsoft Office client software products, and various software and supported applications on personal computers.

• Reviews and evaluates customer requests and develops solutions to satisfy customer needs and to ensure requests meet standards and procedures and recommends hardware and software products for applications.

• Performs installation of computers, monitors, and other equipment.

20% Serves as project coordinator for standard projects including hardware/software installations and deployments:

• Determines and coordinates project components such as project scheduling and assignments.

• Assigns and reviews the work of project analyst staff.

• Provides expertise, guidance, and direction to staff.

• Monitors project/team work to ensure quality assurance and control measures are applied.

15% Meets with users to determine user needs and objectives:

• Develops recommendations to accommodate user's requests and ensures compatibility with existing hardware and software standards.

• Researches Americans with Disabilities (ADA) compliant hardware and software requests.

• Tests, installs, and implements software and operating system upgrades.

• Develops and updates documentation concerning the administration of customer desktop computer environments.

Essential Functions Continued

5% Monitors trouble tickets to ensure acceptable service levels for providing break/fix services to agencies within listed time frames are being met:

• Escalates time sensitive trouble calls to senior staff and/or appropriate vendor for faster resolution time.

5% Provides group or individual assistance and/or training to customers on installed hardware and software and other functional areas including, but not limited to, network and server hardware, software, and peripherals.

5% Keeps abreast of new developments in the Information Technology (IT) field as it relates to the administration and support of the customer desktop computer in an enterprise setting:

• Continues education by attending meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on IT products, vendors, techniques and procedures.

• Attends demonstrations and exhibitions related to assigned operations.

5% Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.

Minimum Qualifications

• Requires knowledge, skill, and mental development equivalent to four (4) years of college with coursework in computer science or directly related fields.

• Requires one (1) year of professional experience in client services, computer support, or a related Information Technology (IT) field.

Specialized Skills

• Requires one (1) year of professional experience in supporting end user hardware, software and application systems including using troubleshooting tools and procedures.

• Requires one (1) year of professional experience with Active Directory and automated software deployment tools such as Microsoft Windows/MSI scripts, Systems Center Configuration Manager (SCCM), or Lite-Touch.

• Requires one (1) year of professional experience in maintaining and troubleshooting devices on a network within a business infrastructure environment.

Preferred Qualifications

• One (1) year professional experience and supporting end user hardware, software and application systems including using troubleshooting tools or procedures.

• One (1) year professional experience with Active Directory and automated software deployment tools such as Microsoft Windows/MSI scripts, Systems Center Configuration Manager (SCCM), or Lite-Touch.

• One (1) year professional experience with maintaining and troubleshooting devices on a network within a business infrastructure environment.

• One (1) year professional experience with Microsoft Windows and Microsoft Office client software products.

• One (1) year of professional experience coordinating and scheduling projects in an Information Technology environment.

• One (1) year of professional experience providing technical support for computer-based hardware and software including diagnosis and resolution.

• Developed verbal and written communication skills to present technical information to others with clarity and precision.

• Working knowledge of Mac Operating Systems configuration.

• Ability to analyze data logically and exercise sound judgement in defining and evaluating problems of an operational or procedural nature.

• Ability to communicate effectively to present technical information to others with clarity and precision.

Conditions of Employment

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.

• Requires the ability to verify identity.

• Requires employment authorization to accept permanent full-time position with the State of Illinois.

• Requires ability to travel in the performance of duties.

• Requires self-disclosure of criminal history.

• Requires the ability to work overtime including scheduled, unscheduled, short notice, evenings, weekends and holidays.

• Requires ability to pass a position specific, agency required background check.

• Requires ability to work outside of normal business hours to meet deadlines.

• Requires ability to use agency-supplied equipment (cell phone, laptop, etc.).

• Requires ability to attend seminars, conferences, and trainings to stay current on methods, tools, ideologies, or other industry related topics relevant to the job duties.

• Requires the ability to lift and carry objects or equipment weighing up to 30 pounds. This is considered medium work as defined by the U.S. Department of Labor (20 CFR 404.1567(c)). Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds.

The conditions of employment listed are incorporated and/or related to any duties included in the position description.

Work Hours: Monday

• Friday 8:30AM - 5:00PM

Work Location: 5300 S 6th Street, Springfield, IL

Agency Contact: Tristan.J.Molumby@illinois.gov

Posting Group: Science, Technology, Engineering & Mathematics

This position DOES contain "Specialized Skills" (as that term is used in CBAs).

APPLICATION INSTRUCTIONS

Use the "Apply" button at the top right or bottom right of this posting to begin the application process.

If you are not already signed in, you will be prompted to do so.

State employees should sign in to the career portal for State of Illinois employees - a link is available at the top left of the Illinois.jobs2web.com homepage in the blue ribbon.

Non-State employees should log in on the using the "View Profile" link in the top right of the Illinois.jobs2web.com homepage in the blue ribbon. If you have never before signed in, you will be prompted to create an account.

If you have questions about how to apply, please see the following resources:

State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid

Non-State employees: on Illinois.jobs2web.com - click "Application Procedures" in the footer of every page of the website.

The main form of communication will be through email. Please check your "junk mail", "spam", or "other" folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses:

• donotreply@SIL-P1.ns2cloud.com
• systems@SIL-P1.ns2cloud.com

The Department of Innovation & Technology (DolT) is the state's IT agency delivering an enterprise approach to statewide technology, innovation, and telecommunication services, as well as policy and standards development, lifecycle investment planning, and cybersecurity services. With over 1,500 employees, DolT delivers IT services and innovative solutions to customer agencies to improve services provided to Illinois residents, DolT offers employees the opportunity to advance their careers, develop new skills and reach their potential, both personally and professionally. DoIT is committed to promoting and preserving a workplace culture that embraces diversity and inclusion. We welcome and value employees with different backgrounds, life experiences and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation.

Nearest Major Market: Springfield