Agency: Department of Innovation and Technology Posting Date: 03/22/2023 Closing Date/Time: 04/04/2023 Salary: $5,844 - $8,789 Job Type: Salaried Full Time County: Cook Number of Vacancies: 1 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. Posting Identification Number: 25402 ***Transcripts are required. If you don't upload transcripts you will not be considered for the position*** 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. Job Responsibilities 30% Under general direction serves as an End User Computer Coordinator performing difficult and specialized professional activities to support affected agencies in the assigned areas: Provides technical support for computer-based hardware and software Configures, implements and tests hardware and software for stand-alone personal computers (PCs) and in Local Area Networks (LAN) 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 (PCs, monitors, printers, etc.), Microsoft or MacOS 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 Recommends hardware and software products for applications 20% Diagnoses and resolves computer system related problems including interfaces to active directory, network integrations, and software applications/products adapting complex processing to different system/program requirements: Resolves hardware problems, reports maintenance problems to areas Serves on-call for emergency situations and the more difficult software and hardware problems Confers with vendors for advanced software and hardware problems Serves as liaison between agency customers, vendors and Department of Innovation& Technology management/technicians for problem resolutions. 15% Meets with users to determine needs, specifications, recommendations and scheduling for projects and installations for small to medium- size EUC tasks, installations and deployments: Develops recommendations to accommodate user’s requests and to ensure compatibility with existing hardware and software standards Researches software requirements and tests and installs Americans with Disabilities Act (ADA) compliant hardware and software Implements software and operating system upgrades; develops and updates documentation concerning the administration of customer desktop computer environments Lifts, carries, loads and unloads computers/ equipment weighing up to 30 pounds Travels to various locations for installation of computers, monitors, printers, etc. (Job Responsibilities continued) 15% Serves as project coordinator on standard projects including small to medium size computer 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 Reviews results and incorporates individual components of project into the final products 5% Monitors trouble tickets to ensure acceptable service levels for providing break/fix services to agencies within listed time frames: Escalates time sensitive trouble calls to senior staff and/or appropriate vendor for faster resolution time Works outside of normal business hours to meet deadlines or address critical issues, as necessary 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: Continues education by attending meetings, training sessions, seminars and conferences to increase familiarity with and maintain current on IT products, vendors, techniques and procedures. Attends demonstrations and exhibitions related to assigned operations. Travels to attend meetings, training and events when held off-site 5% Performs other duties as required or assigned which are reasonably within the scope of duties enumerated above. Knowledge, Skills, and Abilities Minimum Qualifications: 1. Requires knowledge, skill and mental development equivalent to completion of four (4) years of college with course work in computer science or directly related fields 2. Requires one (1) year of professional experience in end user computing or client services Information Technology Field Specialized Skills: 1. Requires one (1) year of professional experience in Microsoft Windows and Mac Operating Systems configuration, Microsoft Office client software products, Active Directory; Automated software deployment tools such as Microsoft Windows/MSI scripts, Systems Center Configuration Manager (SCCM), Lite-Touch and computer programming and/or scripting. 2. Requires one (1) year of professional experience in automated equipment, scheduling, coordinating and supporting end user hardware, software and application systems. 3. Requires one (1) year of professional experience in desktop and laptop hardware configurations and hardware/software troubleshooting tools and procedures. 4. Requires one (1) year of professional experience in networking integration. Preferred Qualifications (In order of Significance): 1. One (1) year of professional experience in Microsoft Windows and Mac Operating Systems configuration, Microsoft Office client software products, Active Directory; Automated software deployment tools such as Microsoft Windows/MSI scripts, Systems Center Configuration Manager (SCCM), Lite-Touch and computer programming and/or scripting. 2. One (1) year of professional experience in automated equipment, scheduling, coordinating and supporting end user hardware, software and application systems. 3. One (1) year of professional experience in desktop and laptop hardware configurations and hardware/software troubleshooting tools and procedures. 4. One (1) year of professional experience in networking integration 5. One (1) year of professional experience providing technical support for computer-based hardware and software 6. One (1) year of professional experience diagnosing and resolving computer system related problems including interfaces to active directory, network integrations, and software applications/products adapting complex processing to different system/program requirements 7. Ability to analyze data logically and exercise sound judgment in defining and evaluating problems of an operational or procedural nature 8. Developed verbal and written communication skills to present technical information to others with clarity and precision 9. Ability to coordinate the activities of work associates to achieve desired results. 10. Ability to gain and maintain effective working relationships with associates, vendors, clients and others Employment Conditions 1. Requires ability to travel. 2. Requires ability to pass a position specific, agency required background check. 3. Requires ability to work outside of normal business hours to meet deadlines. 4. Requires ability to use agency-supplied equipment (cell phone, laptop, etc.). 5. Requires the ability to lift, carry, load and unload equipment weighing up to 30 pounds. 6. Requires the ability to serve on an on-call basis Work Hours: Monday - Friday 8:30AM - 5:00PM Work Location: 555 West Monroe Street, Chicago IL 60661 Agency Contact: [ Email address blocked ] - Click here to apply to END USER COMPUTER COORDINATOR (INFORMATION SYSTEMS ANALYST I - OPTION C) Job Family: Technology 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 willbe 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: [ Email address blocked ] - Click here to apply to END USER COMPUTER COORDINATOR (INFORMATION SYSTEMS ANALYST I - OPTION C) [ Email address blocked ] - Click here to apply to END USER COMPUTER COORDINATOR (INFORMATION SYSTEMS ANALYST I - OPTION C) 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.