Part-Time Technical Support Assistant II

Hourly Rate: $19.54. This is an on-campus, part-time position up to 19 hours per week based in Champaign, Illinois.

About the role

The Technical Support Assistant II assists in providing computer support to campus areas, including installation and setup of equipment, lab maintenance, software loading and configuration, troubleshooting, component testing, and assisting users in the field. This role may act as a temporary stand-in for full-time staff and mentor new part-time staff.

Hours are flexible and generally within 8:00 a.m. to 5:00 p.m., Monday through Friday.

Responsibilities

• Respond to user requests for assistance or information via phone, email, and in person while maintaining high customer satisfaction.
• Resolve technical problems and suggest solutions.
• Carry out procedures for hardware/software implementation.
• Document processes and problem resolutions.
• Communicate with faculty, staff, students, and other technical support professionals.
• Collaborate with the support team to assess processes, recommend improvements, and assist with implementation.
• Inventory computer hardware.
• Perform other duties as assigned.

Requirements

• Associate degree in a related field or equivalent combination of education and experience supporting Windows and Mac platforms.
• Knowledge of hardware and software in a technical support environment.
• Ability to diagnose and correct hardware/software issues.
• Strong verbal and mathematical abilities to produce correspondence, communicate effectively, and perform support duties.
• Excellent verbal and written communication skills, with a focus on customer service for a diverse population.
• Ability to lift and carry computer components weighing up to 30 pounds.
• Ability to crawl under desks to access equipment.
• Must sign a confidentiality agreement.

Prospective hires will complete a post-offer, pre-employment criminal background check with fingerprinting, including review of exclusionary offenses per the Illinois School Code and Title IV of the Higher Education Act.

Candidates must either not be a SURS annuitant or be willing to suspend their SURS annuity upon employment, except for those under the Self-Managed Plan (SMP) or receiving a lump-sum payment.