Computer Support Technician II; Information Services Specialist II Option C

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The Department of Innovation & Technology (DoIT) 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, DoIT delivers IT services and innovative solutions to customer agencies to improve services provided to Illinois residents. 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.

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology 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 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. You will provide intermediate level on-site and remote troubleshooting and support services for agency computer customers and equipment.

• Under general supervision, serves as a Computer Support Technician II for 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.
• 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.

• 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 365, 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.

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