IT Specialist - Engineering IT Shared Services

About the Role

Engineering IT Shared Services at the University of Illinois at Urbana-Champaign is the IT services provider for the nationally-ranked Grainger College of Engineering. We support teaching, research, and learning for over 1,100 faculty and staff, and over 10,000 students. Our mission is to be a trusted academic partner, delivering innovative solutions with a customer-centric approach grounded in effectiveness, transparency, and accountability.

This role offers energetic and challenging work running and supporting IT services in a transparent, respectful environment built on partnerships, collaboration, and teamwork. We invest in employee growth through mentorship, cross-functional teams, and professional development opportunities.

The IT Specialist provides end-user workstation, application, and system support for assigned departments and users within the Grainger College of Engineering. Areas of focus may include administrative business and academic operations, classrooms and instructional labs, or research computing/HPC. The position reports to the IT Managers within the IT Operations – User Services division.

Responsibilities

• Customer Service and Support:
  • Deliver excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.
  • Support instructional, research, or administrative customers as part of a team of IT professionals.
  • Address unique technological needs for instructional, research, and administrative environments.
  • Build relationships with the customer community through proactive communication and periodic meetings.
  • Resolve customer satisfaction issues.
• System and Network Support:
  • Assist in planning, research, purchasing, and installation of IT systems and products (hardware/software deployment).
  • Analyze functional and performance issues, collaborate on solutions, and implement corrective actions.
  • Consult with customers on software installation, network interfaces, and system optimization.
  • Provide customer assistance with network connectivity, administer and audit local building networks, and manage DNS and DHCP for departmental networks.
  • Advise on computing and communications technology, including hardware quotes and purchasing consultation.
• Organizational Support:
  • Interact with teams within Engineering IT Shared Services to ensure outstanding service delivery.
  • Supervise student/hourly employees, including task assignment and performance management; mentor junior staff as needed.
  • Implement centralized services aligned with unit or customer needs.
  • Work within cross-functional teams with limited authority for final decision-making.
• Project and Task Delivery:
  • Manage projects at the divisional or team level, driving deliverables to meet deadlines.
  • Complete individual projects and tasks assigned by supervisor on time and with quality.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent.
• Four (4) years of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or a closely related field.
• College coursework in Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may substitute for experience as follows:
  • 30 semester hours = 1 year (12 months) of experience.
  • Associate’s Degree (60 semester hours) = 18 months of experience.
  • 90 semester hours = 2 years (24 months) of experience.
  • Bachelor’s Degree (120 semester hours) = 3 years of experience.
• Experience working in a customer service environment.
• Experience in workstation management on Windows, Macintosh, or Linux.
• Experience administering Microsoft Active Directory, LDAP, or other directory services.

Preferred Qualifications

• Experience in technology at an institution of higher education or equivalent.
• Scripting or programming experience in at least one language or format.

Skills

• Proficiency in workstation management on Windows, Macintosh, or Linux.
• Ability to diagnose network problems and maintain network security.
• Knowledge of essential network services (DNS, DHCP, VoIP, and/or VPNs).
• Familiarity with endpoint management, system imaging, or centralized configuration solutions.
• Knowledge of systems and operations within assigned departments.
• Knowledge of networking services and connectivity methods.
• Excellent customer service and communication skills.
• Ability to contribute to cross-functional groups and oversee user group activities.
• Strong problem-solving and troubleshooting skills.
• Knowledge of IT security concepts and common operating system platforms.
• Experience with Microsoft Active Directory, LDAP, or other directory services.

Appointment Information

This is a full-time Civil Service Information Technology Technical Associate position appointed on a 12-month service basis. The expected start date is as soon as possible after the closing date.

Pay

The budgeted salary range for this position is $57,700 - $65,600. Salary is competitive and commensurate with qualifications and experience, while also considering internal equity.

Schedule

This position is primarily on-site at the University of Illinois Urbana-Champaign campus, with potential for hybrid work as needed per the University’s Workplace Flexibility policy.

Benefits

• Health, dental, and vision insurance.
• Life insurance.
• Retirement plan.
• Paid time off.
• Tuition waivers for employees and dependents.