Help Desk Technician - Information Systems Technician I - User Support - Illinois Secretary of State

Office of the Illinois Secretary of State
Alexi Giannoulias

Job Title:    Information Systems Technician I - User Support
Division:    Technical Services
Union:        IFT
Location:    2701 S Dirksen Pkwy, Springfield, IL – Sangamon County
Salary:        Salary $4,865.00 Monthly - commensurate with experience

Overview:

Assists internal and external users with both software and hardware issues on their electronic devices in a primarily Microsoft environment; these devices may include PC’s, tablets, laptops, printers, scanners, etc.  Ensure all callers satisfaction and their ability to effectively operate hardware and software.

Duties and Responsibilities:

• Exercises excellent interpersonal skills while assisting internal and external customers in resolving problems related to hardware and software issues: serve as the first point of contact for customers requiring technical assistance over the phone or email; communicate effectively and be customer-oriented and patient to deal with difficult customers; work closely with all Department Support groups when required to compete customer requests or problems.
• Thoroughly document all calls and emails in ticketing system to keep all open tickets current; maintain and update general documentation related to procedures, activity logs, statistics, required reference manuals, menus, etc.; assist other Department Support groups when possible.
• Travels as necessary for education, meetings and site surveys.
• Performs other duties as required or assigned.

Education and Experience:
 
Requires knowledge, skill, and mental development equivalent to completion of one year of college, with coursework in the computer science field OR 1.5 years of technical systems and programming experience OR any equivalent combination of education and experience.

Knowledge, Skills and Abilities:

• Requires elementary knowledge of Information Technology concepts and principles, the theories and functions of computer systems, and the principles and techniques of Information Technology documentation.
• Requires elementary knowledge of hardware and software, languages, and procedures to provide assigned technical and analytical support services.
• Requires elementary knowledge of accounting and statistical theories, methods and practices.
• Requires working knowledge of the devices for capturing data and the means available for receiving and transmitting data from remote locations to a computer.
• Requires working knowledge of the principles and techniques of computer system documentation.
• Requires ability to effectively participate in and profit from formal and in-service training programs.
• Requires ability to analyze data logically.
• Requires ability to maintain satisfactory working relationships with others.
• Requires the ability to follow oral and/or written instructions and to carry out routine operations, once established, without further instructions.
• Requires sufficient oral and written communication skills for effective engagement with colleagues and internal users/customers.
• Requires awareness and adherence to organizational standards for security, privacy and ethics.
• Requires willingness to travel and possession of a valid Illinois driver’s license as required by individual positions within the class.
• Requires the ability to lift, carry and push/pull up to 50 lbs. 
• Requires the ability to travel.

Application Process:

• Please visit https://ilsos.applytojob.gov/apply to apply by completing the online application; you may also upload a resume or other attachments as needed.
• Preference will be given to Illinois residents in the hiring and selection process, in accordance with the Illinois Secretary of State Merit Employment Code.
• Questions regarding this posting or Illinois Secretary of State employment practices may be directed to Job Counselors at our Personnel offices in Chicago (312-793-5515) or Springfield (217-782-4783).  

Equal Employment Opportunity Employer. Applicants must be lawfully authorized to work in the United States.
Applicants are considered for all positions without regard to race, color, religion, sex, national origin, sexual orientation, age, marital or veteran status, or the presence of a non-job-related medical condition or disability.
 

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