Senior IT Specialist - Facilities & Services

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information:

Title:

Senior IT Specialist - Facilities & Services

Classification Title:

5031 - Information Technology Technical Associate

Job Location or Region:

Urbana-Champaign - 133

Job Description Reason:

Vacancy

Appointment Type:

Permanent

Position Number:

UA9339

Position Class Code:

5031G-IT TECH ASSOC (LU)

Employee Group:

C - Civil Service Web/Dpt Tm Entry

COA:

1 - Urbana

Organization Code:

701010

Organization Name:

F&S Computer Support

College/Administrative Unit:

NN-Facilities

HR Information:

Full Time Equivalent (FTE):

1.0

Is this position Security Sensitive?

Is this a Protection of Minors position?

Purchasing Authority of $5,000 or more?

Supervisory Authority of 20 or more?

Regular Driver?

Organizational Relationship:

Associate Vice Chancellor, F&S

Director, Shared Admin Services

Associate Director, IT Services

Manager, User Support

Senior IT Specialist

PRIMARY POSITION FUNCTION/SUMMARY

Under general supervision of the Manager of User Support, the Senior Support Technician provides advanced technical expertise across Tier 1, Tier 2, and Tier 3 support functions within Facilities & Services Information Technology Services. This role independently resolves complex and enterprise-impact issues, leads technical components of modernization initiatives, and ensures the stability, security, and reliability of user access and endpoint systems supporting critical F&S operations.

•

Tier 2 – Advanced Technical Support –

 • Independently resolve complex technical issues affecting multiple users, departments, or operational units.

 • Troubleshoot operating systems, endpoint management platforms, identity systems, and user applications.

 • Analyze recurring incidents and implement sustainable corrective solutions.

 • Serve as escalation resource for Support Technicians on non-routine and high-impact issues.

30%

•

Tier 3 – Enterprise-Level Technical Resolution and Modernization –

 • Lead resolution of high-impact incidents affecting critical F&S systems and infrastructure.

 • Conduct root cause analysis and implement long-term remediation strategies.

 • Lead technical execution of operating system migrations, hardware refresh cycles, and endpoint platform upgrades.

 • Evaluate deployment strategies and automation opportunities to enhance operational efficiency and reliability.

 • Coordinate implementation plans to minimize operational disruption and operational risk.

30%

•

Tier 1 – Operational Execution and Standards Oversight –

 • Ensure consistent execution of onboarding, offboarding, and account provisioning processes.

 • Validate adherence to ITS standards for device configuration, deployment, and documentation.

 • Provide technical guidance to Support Technicians to ensure process accuracy and compliance.

 • Review documentation for completeness and alignment with established procedures.

15%

•

User Access Governance and Identity Management –

 • Serve as senior technical authority for user account lifecycle management, including provisioning, modification, and deprovisioning.

 • Ensure appropriate role-based access controls and adherence to separation-of-duties standards.

 • Review and validate permissions for high-risk or sensitive system access.

 • Support audit preparation and remediation activities related to access governance.

 • Monitor compliance with University security policies and recommend improvements to strengthen access controls.

15%

•

Operational Improvement and Advisory Support –

 • Analyze service metrics and identify workflow or performance improvement opportunities.

 • Provide technical advisement to the Manager of User Support regarding operational risk and service optimization.

 • Contribute to refinement of ITS documentation standards and support processes.

5%

•

Other duties as assigned.

5%

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications:

Specialty Factors:

1. High school diploma or equivalent.

2. Six (6) years of work experience in IT‐related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows: 30 semester hours equals one (1) year, Associate’s Degree (60 semester hours) equals eighteen (18) months, 90 semester hours equals two (2) years, Bachelor’s Degree (120 semester hours) equals three (3) years).

3. Demonstrated experience in a help desk and/or user support position. technical issues.

4. Demonstrated experience independently resolving complex, and/or enterprise-level technical issues.

5. Demonstrated experience managing user access, permissions, and/or identity lifecycle processes in an enterprise environment.

Preferred Qualifications:

• Experience supporting technology at the University of Illinois.

• Experience with identity management systems and endpoint management platforms.

• Experience supporting audit or compliance processes.

• Familiarity with ITIL-informed service management practices.

PHYSICAL DEMANDS/WORKING CONDITIONS

Providing this information helps ensure that the essential functions of the position are fully documented for the benefit of employees, applicants, and the university.

Physical Demands/Working Conditions Comments:

Manager Approval

Manager Approver

Fijalkovich, Bryan

Date Approved/Finalized

2/27/2026