IT Support Associate

Illinois, United States
Salary Not Specified
Apr 20, 2021
Employment Type
Full Time

Primary Function

The individual in this position manages day to day operations of Residential Technology and the Helpdesk. The Helpdesk is a team of student employees that provides desktop support to staff in Housing and Residential Services, Recreation and Wellness, and Residential Dining. The Helpdesk also supports cable television system, computers labs, smart classrooms, and provides network troubleshooting for students and staff living in the residence halls. The individual in this position must adapt to changes in the field of technology. The individual in this position works under the supervision of the Director of Information Technology for Student Affairs.

Duties and Responsibilities (generally)

Supervises Graduate Assistant, undergraduate Helpdesk Student Manager and 10 hourly students employed at the ResTech Helpdesk. Directs the day to day tier 2 technical support operations of the Residential Technology Helpdesk. Provides tier 3 technical support. Assists with short and long-range planning. May be contacted to respond to system outages during non-business hours.

Minimum Required Qualifications for this position

1. High school graduation or equivalent

2. Any combination totaling one (1) year from the following categories:
A. progressively more responsible work experience in an Information Technology (IT) related profession
B. college course work which included Information Technology (IT), or a closely related discipline, as measured by the following conversion table or its proportional equivalent:
~60 semester hours or Associate’s Degree equals one (1) year

3. One (1) year of work experience troubleshooting computer hardware and software such as, but not limited to, Windows Operating Systems and Microsoft Office Suite.

4. ITIL Foundations certification within 1 year of hire

Specialty Factors (Additional Required Qualifications)

Education and Experience Preferred

1. Bachelor’s degree in IT-related field

2. Demonstrated knowledge of Microsoft SharePoint

3. General understanding of Windows Active Directory, Windows Group Policy, Microsoft Endpoint Manager

4. Experience providing end user technical support

5. Experience with virus detection and removal

6. Understanding of the IT Service Management ( ITSM ) processes and the ITIL framework for managing the ITSM lifecycle

List the knowledge, skills, and abilities critical to the performance of this position.

• Understanding of the IT Service Management ( ITSM ) processes and the ITIL framework for managing the ITSM lifecycle
• Strong understanding of Windows 7, 8/8.1 and 10, and Mac OS X
• Strong Microsoft Office Suite skills
• Experience providing customer service
• Experience creating documentation and training; experience conducting training

Working Hours
M-F 8a-4:30p
Minimum Pay Rate (Hourly or Monthly)
$16.18 per hour
Hiring Rate Information

Actual hiring rate is commensurate with experience, education, and internal equity; position includes a robust benefits package to eligible applicants.

Posting Date
Closing Date
Priority Review Date

Special Instructions to Applicants
  • Fully complete the Education and Work History sections of the application. Be specific on your entire work history, including employment dates and duties for all positions held. Applicable part-time work experience will be considered toward qualifying for this position, however, it will be converted to a full-time equivalency to determine combined length of experience.
  • If you have education and/or training in excess of what is required, we encourage you to upload your unofficial transcripts.
  • After the posting has closed, your submission will be reviewed to determine if you meet the minimum qualifications for the classification, including any specialty factors associated with this particular position.
  • Please monitor your e-mail for further information regarding your application. Emails will be generated from and . Please add these emails to your address book to ensure timely delivery of any future communication.
  • We STRONGLY recommend that contact information used in your online profile be personal use, not professional/work information: personal email address, home address, and phone numbers. The information you provide is used to make contact on search updates, department referrals and interviews, etc. We must be able to relay sensitive and important information in a way that protects your privacy concerning job search activity, now and in the future.
  • The Civil Service examination for this classification is a Credentials Assessment, and is based on your application materials as submitted for this posting. If you meet the minimum required qualifications for this position, you will receive a score based on your education and experience, and your name will be placed on the active employment register. After the application deadline, the names within the top three scores will be referred to the hiring department for interview.
  • Once this position has been filled, all names will be removed from the employment register in accordance with State Universities Civil Service System rule 250.60(h)(10) .
  • If eligible for Veteran’s Preference Points, DD214/DD215/NGB22/DD256 paperwork reflecting an Honorable Discharge MUST be uploaded to this application in order to receive the maximum eligible points on the Civil Service examination.
  • Click on IT Support Associate for more information including typical duties, minimum acceptable qualifications, and testing requirements.
  • Please click Human Resource Services – Benefits for detailed information about Northern Illinois University’s benefits package.
  • Employment is contingent upon your passing a criminal background investigation. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.

Link to Department Homepage
Housing and Residential Services
Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger and handle. The employee frequently is required to stand, walk, sit, and reach with hands and arms. The employee is occasionally required to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, depth perception, color vision, and ability to adjust focus. The noise level in the work environment is usually moderate.

EEO Statement

In accordance with applicable statutes and regulations, NIU is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, sex, religion, age, physical and mental disability, marital status, veteran status, sexual orientation, gender identity, gender expression, political affiliation, or any other factor unrelated to professional qualifications, and will comply with all applicable federal and state statutes, regulations and orders pertaining to nondiscrimination, equal opportunity and affirmative action.

The following person has been designated to handle inquiries regarding the non-discrimination policies:

Ethics and Compliance Officer, Title IX Coordinator
Health Services 230

Is Background Check Required
Visa Policy

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

ADA Accommodation

NIU remains committed to ensuring that its recruitment and application procedures include full opportunities for applicants with disabilities. Employment opportunities will not be denied to anyone because of the need to make accommodations for a person’s disability during either the application or interview process. An applicant who believes they require an accommodation to participate in the employment process due to a disability may request that accommodation through the Accommodation Request Form . For further assistance, please contact the office of Affirmative Action, Equal Opportunity and Education ( AAEOE ) at .

Clery Act Information

NIU provides information regarding campus security, personal and fire safety, including topics such as: crime prevention, emergency response procedures and crime reporting policies, in addition to crime and fire statistics for the most recent three calendar years. The Annual Security Report containing security and safety information is available at or by contacting the University Police Department and Public Safety Department at 815-753-9628 to receive a hard copy. The Annual Fire Safety Report is available at or by contacting the Environmental Health and Safety Department at 815-753-0404 to receive a hard copy.

Quick Link
Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How many years of full-time professional-level work experience in Information Technology (IT) do you possess?
    • Less than 1 year
    • 1-2 years
    • 2-4 years
    • More than 4 years
  2. * Please provide the name of the employer and the dates of employment where you gained this experience. Please note that this information must be verified on an NIU application and/or resume.

    (Open Ended Question)

  3. * Do you posses one year, or more, of work experience troubleshooting computer hardware and software such as, but not limited to, Windows Operating Systems and Microsoft Office Suite?
    • Yes
    • No
  4. * Please provide the name of the employer and the dates of employment where you gained this experience. Please note that this information must be verified on an NIU application and/or resume.

    (Open Ended Question)

  5. Please choose which degree you have in Information Technology (IT), IT Management, or a closely related discipline. (Please remember to upload the appropriate unofficial transcript to support your choice.)
    • Bachelor's
    • Master's
    • Doctorate
  6. Have you attached a copy of your DD214, DD215, NGB22, or DD256 for consideration of Veteran's Preference Points? The copy submitted should reflect the status of discharge in order to be considered.
    • Yes
    • No
    • Not Applicable
Applicant Documents
Required Documents
  1. Resume/Curriculum Vitae
Optional Documents
  1. Military Discharge Documents ONLY (DD214/DD215/NGB22/DD256)
  2. Transcripts (unofficial with official required at hire)
  3. Certifications/Licensure #1

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