IT Specialist - Engineering IT Shared Services

IT Specialist
Engineering IT Shared Services
The Grainger College of Engineering
University of Illinois Urbana-Champaign

Engineering IT Shared Services at the University of Illinois at Urbana-Champaign seeks applicants for an IT Specialist. We are the IT services provider for the nationally-ranked Grainger College of Engineering, providing services for teaching, research, and learning. Our mission is to be a trustedacademic partner in support and service to over 1,100 faculty and staff, andover 10,000 students. We pride ourselves on a customer-centric approach, with emphasis on effectiveness, transparency, and accountability to furnishinnovative solutions to the needs of a college dedicated to ingenuity.

You will enjoy energetic and challenging work running and supporting our IT services, along with a transparent and respectful work environment built upon partnerships, collaboration, and teamwork. We caredeeply about supporting the growth of our employees and invest in employee development through mentorship, cross-functional teams, and professional development and career-advancement opportunities.

Engineering IT Shared Services values employees who are able towork autonomously and on a team with integrity, honesty, comfort withambiguity, and a growth mindset. Individuals that demonstrate commitment and determination in their work will find this a rewarding and supportive environment.

The IT Specialist provides end-user workstation, application, andsystem support for assigned departments and users within the Grainger Collegeof Engineering, which includes focusing on one or more of the following:administrative business and academic operations, classrooms and instructionallabs, or research computing/HPC. Includes managing file and print shares, wirednetworks, and Engineering specific software and licensing. This position reports to the IT Managers within the IT Operations - User Services division,Engineering IT Shared Services.

Duties and Responsibilities:

Customer Service and Support:
Delivering excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.
Working on a team of IT professionals supporting the instructional, research, or administrative customers of the Grainger College of Engineering.
Working with units, teams, and individuals to provide the unique technological needs for their instructional, research, and administrative technology environment.
Working to build relationships with customer community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings.
Working to resolve customer satisfaction issues.

Systemand Network Support:
Assisting in planning, research, purchasing, and installation of IT systems and products (hardware/software deployment).
Analyzing functional and performance issues associated with use of technology, collaborate with peers on possible solutions and implement corrective actions in a timely manner.
Consulting with customers on installation and use of software applications, including interfaces with network connections and optimizing systems for best performance.
Providing customer assistance with network connectivity, administer and audit local building networks, manage DNS and DHCP for departmental networks.
Advising and assist in the use of varied computing and communications technology.
Providing hardware quotes for purchasing and consultation.

Organizational Support:
Interacting with various teams within Engineering IT Shared Services to ensure outstanding service delivery to customers.
As needed, supervising student/hourly employees, including the assignment of tasks, performance management, etc.; may also serve as a mentor/coach to junior staff.
Implementing centralized services where practical and align them to the unique needs of unit or customers.
Working within cross-functional teams, with limited authority for final decision making.

Project and Task Delivery:
Managing projects at the divisional or team level and drive deliverables and results by designated deadlines.
Completing individual projects and tasks assigned by…