This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12009540

30% Under immediate supervision, serves as a Customer Support Technician in the End User Computing section for the Department of Innovation & Technology (DoIT):

• Assists in providing professional support and assistance to end users of Microsoft Office and other applications, software, and automated equipment.
• Assists experienced systems analysts in software distribution at user provided facilities using automated Deployment tools such as Microsoft Windows/Microsoft Installer scripts (MSI), System Center Configuration Manager (SCCM), or Lite-Touch procedures and programs.
• Assists in connecting personal computer systems to the network using network communication concepts and principles, including knowledge of client network configuration, routing protocols, Virtual Private Network (VPN) and Internet and computer programming and/or scripting.
• Assists with the testing, implementation, documentation, and maintenance of personal computer systems.
• Assists end-users on-site and remotely with problem diagnosis and repair on a statewide basis.
• Elicits sufficient information to enable higher level professionals to resolve the more complex problems, while developing skills to provide higher level of technical support services.
• Updates designated service management systems and documentation.

25% Participates with senior analysts in the configuration, testing, installation, documentation and maintenance of desktop/laptop systems and related peripheral systems including network communication, client network configurations, routing protocols, Virtual Private Network, Internet, and computer programming and/or scripting:

• Assists in ensuring configurations comply with agency security considerations, performance requirements, and established standards.

25% Performs the process of duplicating new operating system installations, including Microsoft Windows and Mac, for efficient on-site installations of large quantities of desktop/laptops statewide:

• Conducts on-site desktop/laptop installations and provides direct user contact support.
• Updates designated service management systems and documentation.

10% Assists higher level staff in conducting training sessions for end users and staff:

• Compiles and organizes workshop materials.
• Acquires and maintains all training materials in compliance with all requirements.
• Provides telephone support to users.
• Submits documentation to supervisor on issues and/or problems.

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 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 the duties enumerated above.