IT Specialist - Instructional Computing Services

IT Specialist - Instructional Computing Services Technology Services - University of Illinois Urbana-Champaign Technology Services is excited to announce an opening for an IT Specialist on the Instructional Computing Services (ICS) team. ICS plays a vital role in supporting computer labs and classrooms, virtual desktops, and printing services across campus. This position offers the opportunity to work with a range of technologies, solve technical challenges, and collaborate with colleagues and campus partners. We are looking for someone who enjoys troubleshooting, learning new technologies, and finding practical solutions to technical problems. If you value teamwork, excellent customer service, and the opportunity to develop your technical skills, we encourage you to apply!. Hybrid work options may be available for this position, with the ability to be on-site at the University of Illinois Urbana-Champaign campus as needed per the University’s Workplace Flexibility policy. Highlights of Employee Benefits Job Summary This position plays a critical role in supporting the University's teaching and learning environment by providing technical support, administration, and maintenance for approximately 1,000 computers and other IT-related devices located in computer labs and classrooms across campus. Responsibilities include the daily administration, configuration, troubleshooting, and maintenance of workstations, instructional technology, printers and printing systems, and associated network infrastructure. The position also supports software packaging, testing, deployment, and ongoing application management to ensure instructional software is reliable, up to date, and readily available. Duties & Responsibilities Technical Support for Teaching and Learning Environments Administer maintain, install, configure, and upgrade Windows and macOS workstations and printers using endpoint management tools, including MECM/Intune, Jamf, and tools adopted by Technology Services. Package, deploy, support, and maintain specialized applications through endpoint management systems. Diagnose and resolve hardware, software, and network connectivity issues in Technology Services-supported labs and classrooms. Configure user accounts, security groups, and permissions in Microsoft Active Directory; edit and maintain Group Policy Objects (GPOs). Activate and troubleshoot network ports; monitor workstation patch status and respond to security vulnerability alerts. Monitor printing supplies, recommend replenishment, and assist with PaperCut portal tasks, including reports, refunds, and issue investigation. Respond to audiovisual support requests in supported labs/classrooms and escalate complex issues to the appropriate service team. Install, maintain, troubleshoot, and support Microsoft Teams VoIP phones and peripherals such as scanners and Wacom tablets. Provide Tier 1 support for virtual desktop infrastructure (VDI). Operational Support Assist with full endpoint lifecycle, including procurement, inventory, setup, reporting, and appropriate disposal. Evaluate current and emerging technologies that could improve services in supported labs. Assist with planning purchases and deployments of hardware and upgrades to operating systems and applications. Collaborate with campus IT professionals to address technology needs, improve services, and communicate service offerings and issues to stakeholders. Identify opportunities to reduce duplication and overlap among services and technologies. Prepare service metrics, reports, and summaries for planning, service evaluation, and stakeholder communication. Create, maintain, and regularly update technical and operational documentation to ensure accuracy and consistency for end users and IT staff. Perform other assigned duties. Customer Service Advocate for service users and deliver responsive, professional customer support. Use, create, and maintain service documentation. Investigate and resolve customer satisfac…

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