Customer Support Specialist (Information Services Specialist I, Opt. C) (UMP)

State of Illinois•Springfield, IL

2d•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 Customer Support Specialist completing professional assignments of limited scope in the Enterprise Production Operation Services (EPOS)/Input Services (IS) Section. In this role you will assist higher level staff in performing multi-platform monitoring of nightly production cycles for assigned agency systems. In addition, you will assist in performing routine end of the day transaction of batch programs between mainframe and midrange systems. 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

Requirements

Requires knowledge, skill, and mental development equivalent to completion of two (2) years of college with course work in computer science or directly related fields.
OR
Requires satisfactory completion of an agency sponsored training program.
Qualifying state employees in the Upward Mobility Program shall have the stated requirements of this classification waived by successful completion of specific proficiency tests and training programs.
NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position.
Requires the ability to verify identity.
Requires employment authorization to accept permanent full-time position with State of Illinois.
Requires the ability to pass a position specific, agency required background check and requires self-disclosure of criminal history.
Requires the ability to travel in performance of duties.
Requires the ability to work outside of normal hours to meet deadlines.
Requires the ability to work overtime including scheduled, unscheduled, short notice, evening, weekends, and holidays.
Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone, etc.
Requires the ability to attend seminars, conferences, and training to remain current on methods, tools, ideologies, or other industry related topics relevant to job duties.
Requires the ability to lift and carry objects or equipment weighing up to 20 pounds. This is considered light work as defined by the U.S. Department of Labor (20 CFR 404.1567(b)). Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds.
The conditions of employment listed are incorporated and/or related to any duties included in the position description.

Nice To Haves

Elementary knowledge of technical customer support functions, including receiving requests via phone or email, documenting issues, and providing status updates.
Elementary knowledge of ServiceNow or similar ticketing and reporting systems, including creating, categorizing, tracking, and resolving service requests and incidents.
Elementary knowledge of BM AIX/UNIX environments, databases (DB), and Virtual Control Module (VCM) as they relate to system processing, monitoring, and troubleshooting.
Elementary knowledge of Active Directory (AD) for user access, authentication, and basic account-related support.
Elementary knowledge of remote desktop management tools used to assist users and support issue resolution.
Elementary knowledge of desktop emulations and standard desktop operating systems, including basic navigation and troubleshooting.
Elementary knowledge of IT monitoring tools and methods such as Mainframe BlueZone or similar tools, for identifying issues, alarms, and batch processing concerns.
Elementary knowledge of security and system protection tools, including anti-virus software and awareness of system performance or service-impacting issues.
Elementary knowledge of MS Office Suite software for preparing documentation, reports, logs, and communications.
Elementary knowledge of Cornerstone or similar learning management systems, including use in training, skill development, and continuing education activities.

Responsibilities

Under immediate supervision, serves as a Customer Support Specialist for the Department of Innovation & Technology (DoIT) completing professional client services assignments of limited scope, including assisting in performing basic services requests in accordance with established operational standards and guidelines.
Assists higher level staff in performing multi-platform monitoring of nightly production cycles for assigned agency systems and monitors, executes, and troubleshoots multi-agency system programs and processing between various platforms, including escalating to on-call personnel when appropriate.
Assists with isolating user problems using diagnostic tools (e.g., Mainframe BlueZone) and coordinates support from other internal sources to ensure prompt resolution of issues due to failures and unsatisfactory service-related installations, maintenance, and repairs.
Assists in performing routine end of the day transaction of batch programs between mainframe and midrange systems, including maintaining documentation on requests and incidents using appropriate reporting tools according to the procedures and standards established.
Participates in the development of methods and procedures and training programs to improve skill levels associated with the products, services, and processes.
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 as required or assigned 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