Computer Support Technician II (Information Services Specialist II Option C)

State of Illinois•Springfield, IL

1d•Onsite

About The Position

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 a Computer Support Technician II for the Department of Innovation & Technology (DoIT) providing professional technical support and assisting in intermediate personal computer services functions. In this role, you will ensure DoIT standards and procedures are followed in the setup, installation, maintenance, upgrade, inventory, and general use of personal computers and associated software packages. Additionally, you will provide intermediate level on-site and remote troubleshooting and support services for agency computer customers and equipment. If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position to join the DoIT Team! 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 Why Work for Illinois? Working with the State of Illinois is a testament to the values of compassion, equity, and dedication that define our state. Whether you’re helping to improve schools, protect our natural resources, or support families in need, you’re part of something bigger—something that touches the lives of every person who calls Illinois home. No matter what state career you’re looking for, we offer jobs that fit your life and your schedule—flexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our top-tier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois.Essential Functions Under general supervision, serves as a Computer Support Technician II for the Department of Innovation & Technology (DoIT), providing professional technical support and assisting in intermediate personal computer services functions, including ensuring DoIT standards and procedures are followed in the setup, installation, maintenance, upgrade, inventory, and general use of personal computers and associated software packages.

Requirements

Requires knowledge, skill, and mental development equivalent to completion of two (2) years of college with coursework in computer science or directly related fields.
Requires one (1) year of Client Services or related Information Technology experience.
Requires one (1) year of professional experience providing enterprise-level computer technical services for end users, including support for Microsoft Office 0365, Windows applications, and associated software packages, while maintaining compliance with standards and procedures for setup, installation, maintenance, and troubleshooting.
Requires one (1) year of professional experience supporting and troubleshooting Microsoft Windows and Mac operating systems, including configuration, installation, and maintenance of desktop and laptop systems and related peripherals to meet provided security and performance requirements.

Nice To Haves

One (1) year of professional experience providing enterprise-level computer technical services for end users, including support for Microsoft Office 0365, Windows applications, and associated software packages, while maintaining compliance with standards and procedures for setup, installation, maintenance, and troubleshooting.
One (1) year of professional experience supporting and troubleshooting Microsoft Windows and Mac operating systems, including configuration, installation, and maintenance of desktop and laptop systems and related peripherals to meet provided security and performance requirements.
Working knowledge of automated software deployment tools such as System Center Configuration Manager (SCCM), Microsoft Windows/Microsoft Installer scripts, or Lite-Touch, including performing configuration, installation, and updates of vendor-supplied hardware, software, and peripherals.
Working knowledge of network communication concepts and principles, including configuring client network settings, troubleshooting routing protocols, VPN connectivity, and utilizing tools such as Zscaler and Citrix VDA to ensure secure and efficient system performance.
Working knowledge of providing intermediate-level on-site and remote troubleshooting and support services for computer hardware, software, and related peripherals, including utilizing tools such as Beyond Trust, Webex, or Active Directory (AD) to deliver accurate and timely resolutions to user-reported issues.
Ability to conduct end-user training sessions and providing one-on-one instruction on computer systems, software applications, and security awareness programs.
Ability to analyze data logically and exercise sound judgement in defining and evaluating problems of an operational or procedural nature.
Ability to gain and maintain effective working relationships with associates, vendors, clients, and others.
Developed verbal and written communication skills to present technical information clearly and precisely to diverse audiences, including business users, development teams, and agency executives.

Responsibilities

Provides intermediate level on-site and remote troubleshooting and support services for agency computer customers and equipment, including providing accurate and quality on-site and remote resolutions to user reported problems with computer hardware, software and related peripherals or services on a statewide basis.
Participates with senior analyst in the analysis of configuration, testing, installation, documentation and maintenance of desktop/laptop systems and related peripheral systems, ensuring configurations comply with agency security considerations, performance requirements and established standards.
Conducts training sessions for end users and staff and provides one-on-one training to users, including evaluating training sessions and providing telephone support to users.
Keeps abreast of new developments in the information technology field by continuing education through online training platforms, meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
Performs other duties assigned or required which are reasonably within the scope of duties enumerated above.

Benefits

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.