IT Service Desk Specialist

IT Service Desk Specialist

This position is an on-campus, full-time, 12-month appointment covered by the Professional Support Staff (PSS) Union with an annual salary of $46,937.06 (PSS Grade 10).

Application Close Date/Time: Tuesday, December 31, 2024 at 6PM CT

The Tech Service Desk Specialist is
responsible for assisting with Campus Technologies service desk functions,
overseeing first-level technical assistance for the college via phone, email,
website, chat, and in-person requests. The Tech Service Desk Specialist helps
the Associate Director in responding to service desk related
questions/concerns, daily operations, and communicating IT-related changes to
the College. The IT Service
Desk Specialist is on a
schedule established by the Associate Director, Technology Service Desk.
Internal and external events occasionally necessitate an altered work schedule.
Limited supervision is available; the Specialist must be able to work
independently, troubleshoot, solve problems, and accurately prioritize tasks.

Applicants must submit:

• An online employment application
  
• Cover letter
  
• Resume or CV
  

Essential Job Functions:

• Assist the associate director in overseeing daily service desk operations, keeping abreast of ongoing changes and relevant IT issues and emergencies.
  
• Train and mentor new employees. This includes but is not limited to answering questions, clarifying procedures, and making judgement calls.
  
• Handle all aspects of user account support including identity verification, password management, guest Wi-Fi access, and MFA (multi-factor authentication) account management.
  
• Assist all users with access, navigation, and usage of Parkland systems such as the Parkland Portal, Cobra Learning, Self Service, and Office 365.
  
• Provide initial troubleshooting for all employee generated IT support tickets involving Parkland hardware and software.
  
• Enter incidents into the IT service management system, ensuring that all tickets are updated and/or escalated properly.
  
• Process new user and Colleague account requests.
  
• Suggest updates and necessary changes to the IT Service Catalog and ticketing forms.
  
• Send IT Event Notices and Alerts to all Parkland employees and students.
  
• Write, edit, and review IT-related Knowledge Base articles.
  
• Assist with maintaining/updating extensive training materials for the Tech Service Desk staff.
  
• Assess user satisfaction with Parkland's online systems and IT services; recommend and help plan changes for improving user satisfaction.
  
• Assist with overseeing the Campus Technologies' small parts room; initiate orders and maintain an accurate inventory.
  
• Provide account assistance during the Student Services enrollment events.
  
• Work with other Campus Technologies staff and CIO to test, troubleshoot, and suggest changes to service desk supported systems.
  
• In collaboration with the Instructional Technology Specialist, ensure that Cobra support needs are met and elevate advanced Cobra issues to the specialist when required.
  
• Other duties as assigned.

Minimum Requirements:

• Associate degree or three (3) years of prior work experience in an IT customer support setting or an equivalent combination of education and work experience.
  
• Must successfully pass a criminal background check with fingerprinting.
  
• English usage, spelling, grammar, and punctuation, particularly in the creation and maintenance of technical documentation.
  
• Advanced ability in Microsoft Outlook, current word processing, database, and spreadsheet software packages with the ability to learn the Parkland information systems and new programs as technology changes.
  
• Knowledge of desktop computers and mobile devices.
  
• Ability to communicate diplomatically, clearly, and effectively with a diverse population, and to project strong interpersonal skills.
  
• Ability to maintain confidentiality of accounts, personnel, and FERPA protected information.
  
• Must be organized, adaptable, efficient, professional, team-oriented, and able to work well under pressure.
  
• In an effort to comply with SURS return-to-work restrictions for employers (40 ILCS 5/15-139.5), candidates for employment at Parkland College must either not be a SURS annuitant or must be willing to suspend his/her SURS annuity upon employment. This applies to all SURS annuitants except those receiving their annuity under either the Self-Managed Plan (SMP) or by lump sum payment.

Robust benefits, including medical insurance with no monthly premiums, dental, life, disability, retirement plans, flexible spending, dependent care, EAP, work/life balance with generous paid time off, and tuition waiver. More information on the benefits package may be found online at our Benefits page.

Apply for this position using the Apply Now button at the top or bottom of this posting. Applications not submitted through https://www.parkland.edu/careers will not be considered.

Please monitor your email, including spam or junk mail folders, for future correspondence from Parkland College Human Resources.
For further information on the application process, please contact Parkland College Human Resources at 217-351-2220.

Applicants with disabilities may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process.

Requests may be submitted by contacting Human Resources at 217-351-2220 or by emailing hr@parkland.edu.

Equal Opportunity Employer