Technical Engineer (IT-User Support Services) - IL USA

Under the direction of the Manager of User Support Services, the Technical Engineer is a member of the User Support Services Technical team. This role maintains and installs advanced high-level client service systems, including VDI, SCCM, AD, JAMF, lifecycle management, print management systems, and classroom technologies.

Responsibilities

• Provides 1st and 2nd level end-user support for technology hardware and applications.
• Troubleshoots, installs, diagnoses, and repairs computing devices.
• Installs and tests technological equipment for curriculum and administrative use, including loading, configuring, patching, and upgrading operating systems.
• Recommends software and operating systems for selection and use.
• Executes college computing governance and client security protocols.
• Assists in training faculty and staff on hardware and software.
• Completes repairs, upgrades, and lifecycle management of all computing devices.
• Uses IT service management (ticketing) tools expertly and maintains asset tracking/documentation.
• Follows procedures for hardware disposal and donations.
• Lifts and installs devices (e.g., computers, printers, copiers) and assists users across campus, including remote sites.
• Troubleshoots customer service calls, walk-ins, and trouble tickets/emails using remote access tools.
• Maintains academic classroom lab software and images.
• Manages support servers (e.g., SCCM, Print, Microsoft, Apple, JAMF) including maintenance and upgrades.
• Installs, configures, and trains others on USS systems at an administrator level.
• Maintains and configures group policies and desktop control software.
• Tests installs, patches, and upgrades before deployment.
• Coordinates warranty hardware issues with third-party vendors or manufacturers.
• Assists other IT departments as needed or directed.
• Keeps the USS Assistant Manager informed of issues, plans, and project updates.
• Deploys and tests approved Microsoft Office 365 applications.
• Tests, plans, and integrates new IT solutions for various platforms.
• Provides advanced training for the engineering/analyst/support team on multiple systems.
• Manages updates and upgrades for Apple-based and Microsoft-based systems using Jamf Pro and SCCM.
• Completes and oversees scheduled maintenance for systems managing resources.
• Performs other duties as assigned.

Requirements

• Bachelor’s degree (BA/BS) in Computer Science or related field.
• One to three years (1-3) of experience in an end-user computing environment.
• Microsoft, Apple, VMware, and/or Cisco certifications preferred.

Qualifications

• Solid knowledge of Microsoft and Apple computing devices and software, including systems managed via Jamf Pro, SCCM, and Intune.
• Familiarity with programs, languages, and supported software packages.
• Ability to read and comprehend technical instructions, procedures, and memos.
• Demonstrated analytical ability to logically approach problems.
• Strong communication and interpersonal skills to interact with administration, faculty, staff, vendors, and the public.

Schedule

Full-time, Monday–Friday, 8:00 AM to 5:00 PM. This is an onsite position, with potential hybrid remote opportunities after an introductory period.

Requires residency in Illinois, Indiana, or a reciprocal state. Sponsorship is not available.

Pay

Salary range: $60,370–$80,745 (salaried).

Benefits

• Health, dental, and vision insurance.
• Life insurance and optional disability insurance.
• Tuition reimbursement and waiver for employees and dependents.
• SURS Retirement plan.
• Paid time off: vacation days, holidays, sick leave, personal days, and bereavement days.
• Tax-sheltered annuity plans.