HRTMS Job Description Management
| IT Specialist- Facilities & Services J o b D e s c r i p t i o n |
Job Information: | Title: | 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: | AVCED, F&S Director, Shared Services Associate Director, IT Services User Support Manager Support Technician | PRIMARY POSITION FUNCTION/SUMMARY | | | Under direct supervision of the F&S Manager of User Support, the Support Technician provides technical assistance to Facilities & Services staff. This role focuses on customer service, documentation, and consistent application of ITS support standards. | | | | | | | | |
Duties and Responsibilities | Duties are listed in order of greatest importance. Other responsibilities may be assigned. | | | % TIME | • | Tier 2 Technical Support – • Develop solutions for common technical issues faced by F&S staff. • Test solutions to technical issues to ensure they do not create unintended consequences. • Accurately document incidents and resolutions within the service management system. | 30% | • | Tier 3 Technical Support - • Participate in F&S wide projects such as platform migrations, or hardware modernization efforts. • Evaluate tools, methods, and emerging technologies to enhance F&S ITS operations • Maintain user guides and support documentation. • Participate in service improvement initiatives aligned with ITIL-informed processes. | 30% | • | IT Asset Management and Operations – • Coordinate imaging, deployment, and recovery of devices. • Lead IT procurement by obtaining quotes, tracking orders, and recording inventory. • Lead IT procurement by managing the acquisition and deployment of mobile devices. • Coordinate recovery and surplus of assets replaced through technology refresh processes. • Maintain accurate documentation for all assigned devices and updates. | 25% | • | Unit Security Contact – • Serve as an F&S Unit Security Contact. Support account setup and access management. • Assist with onboarding and exiting employees. This includes the F&S ETNF processes. | 10% | • | Other Duties as Assigned - • Perform 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: | • High school diploma or equivalent. • Two (2) 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). Experience in a help desk and/or user support position. | Preferred Qualifications: | Experience supporting technology at the University of Illinois. | | | | |
Knowledge, Skills and Abilities: | KSAs | Working knowledge of Windows and MacOS systems. | Familiarity with help desk operations or IT service management (ITIL). | • Ability to communicate effectively and respond appropriately to others’ needs or concerns. • Able to communicate effectively with empathy and professionalism • Strong communication and interpersonal skills |
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. | | | |
Working Environment | While performing the duties of this job, the associate is required to work within the selected working environments. | Working Condition | N/A | Rarely | Occasionally | Frequently | Constantly | | | | | | | | | | | |
Physical Demands/Working Conditions Comments: | | | Manager Approval | Manager Approver | Fijalkovich, Bryan | Date Approved/Finalized | 1/26/2026 | | | | | |
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