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Title: IT Support Analyst
Division Name: Academic Affairs
Department: College of Arts & Sci-Information Technology

Job Summary

The IT Support Analyst works as part of a technical support team providing technology support and consultation to faculty and staff. Responsibilities include configuring, setup, networking, preventative maintenance, securing, troubleshooting, inventorying, and repair of endpoint technologies including, but not limited to, desktop and laptop computers, tablets, smartphones, printers, email and calendaring , and line-of-business applications.

The IT Support Analyst provides holistic, proactive technology support to customers, focusing on identifying solutions fit to their unique needs. This position is responsible for first level support, which can involve working with others in person, over the phone, chat, email, and/or remote desktop support. The individual in this role also creates documentation and tracks all incidents using the University's incident management system. The position carries significant responsibility to work independently and to follow established procedures, even in high-pressure and time sensitive situations, to quickly fulfill the needs of customers.

Additionally, this position will coordinate closely with the Technology Support Center and other campus IT units. This position also serves as an informal mentor to student technicians by providing assistance with training, monitoring, and appropriately utilizing the student staff in day-to-day operations.

Additional Information

University Benefit Highlights:

- Insurance benefits, including health, dental, vision, and life
- Retirement and supplemental retirement planning options
- Tuition waiver benefits available to staff as well as their eligible dependents
- Paid holiday/administrative closures during Thanksgiving and Winter Breaks
- Paid benefit time

Additional University Benefit information, including information regarding eligibility to participate in the State Universities Retirement System and the State of Illinois Group Insurance program, can be reviewed here: https://hr.illinoisstate.edu/benefits/

Salary Rate / Pay Rate

$24.33 per hour

Required Qualifications

1. Valid Driver’s License.
2. High school diploma or equivalent.
3. Any one or any combination totaling at least two (2) years (24 months) from the following categories:
A. College coursework which included Information Technology, Creative Technologies, IT Management, Programming, IT Systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent:
- 30 semester hours equals one (1) year (12 months)
- Associate’s Degree (60 semester hours) equals eighteen months (18 months)
- 90 semester hours equals two (2) years (24 months)
- Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)
B. Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
4. A strong technical aptitude with an understanding of computer hardware, operating systems, endpoint imaging, and software founded in hands-on experience.
5. Ability to apply critical thinking to identify and solve complex problems.
6. Ability to effectively communicate in a professional manner with other colleagues, supervisors, administrative staff, faculty, and other IT users.
7. Experience troubleshooting Windows, Mac, and iOS operating systems, in a networked environment.

Preferred Qualifications

1. Information Technology Infrastructure Library Foundation Certification.
2. HDI Desktop Support Technician Certification, or similar.
3. Demonstrated ability to follow established procedures, even in high-pressure and time sensitive situations.
4. Experience providing customer service.
5. Familiarity with CAS disciplines.
6. Experience deploying, managing, and supporting technology in a higher education environment.

Work Hours

8:00am to 4:30pm, Monday through Friday

Functional Expectations

Must be able to complete the following with or without a reasonable accommodation:
1. Remain at a workstation for extended periods.
2. Effectively communicate daily.
3. Move about in various locations across campus to complete day-to-day work.
4. Ability to squat and crawl under objects such as desks.
5. Ability to frequently lift objects up to 25 lbs., occasionally lift objects up to 40lbs.

Proposed Starting Date

March 2026

Required Applicant Documents

Resume
Cover Letter
Reference List

Please Note: These documents are required to be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Optional Applicant Documents

Transcripts - See Special Instructions section for additional options
Certification of Retirement Annuity

Please Note: These documents may be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Special Instructions for Applicants

Please fully complete the entire application including, but not limited to, the education and work history portions. Be specific on your work history, including employment dates (if part-time you must list the number of work hours) and duties for all positions held. Applicable part-time work experience will be considered toward qualifying for this position; however, it will be converted to a full-time equivalency to determine combined length of experience. Please do not put "see resume" in the duties and responsibilities section of the work history. This will be considered an incomplete application and incomplete applications will not be considered.

If using education to qualify, college or university transcripts (may be unofficial) must be submitted prior to the application deadline to receive full consideration. Transcripts can either be uploaded with your application or submitted via the options listed below.

To be eligible for Veteran's Preference points on the exam, appropriate military service documentation such as a DD-214 must be submitted prior to the application deadline.

Transcripts and/or military service documentation may be faxed or mailed to Human Resources by the application deadline:

Fax: 309.438.0011, Attn: Breanna Crippen
Address: Illinois State University
Human Resources
Campus Box 1300
Normal, IL 61790-1300

The Civil Service examination for this classification is based on your application materials and responses to the supplemental questions. No participation other than submission of applicant materials is required from applicants that qualify to take the exam. If you meet the minimum required qualifications for this position, you will receive a score calculated based on your education and experience, and your name will be placed on the active employment register by exam score. After the application deadline, the names within the top three scores will be referred to the department for interview. The active register for this classification will be voided when the position is filled.

Illinois State University is authorized to do business within the State of Illinois. All work under this appointment is required to be performed from within the State of Illinois. If hired, out-of-state candidates must establish Illinois residency within 180 calendar days from the start date for this position. Illinois residency requires proof of a valid Illinois driver’s license or a valid State of Illinois ID card. Failure to produce the required documentation within 180 calendar days will result in immediate termination of employment.

Applicants for this position must be authorized to work in the U.S. without ISU sponsorship. Sponsorship for work authorization will not be considered for this position.

Contact Information for Applicants

Breanna Crippen
Human Resources
309-438-8315
bcplese@ilstu.edu 

Important Information for Applicants

This position is subject to a criminal background investigation and if applicable, an employment history review, based on University Policy 3.1.30 and any offer of employment is contingent upon you passing a satisfactory criminal background investigation and/or an employment history review. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.

Illinois State University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are an individual with a disability and need a reasonable accommodation under the Americans with Disabilities Act (ADA) or other state or federal law you may request an accommodation by contacting the Office of Equal Opportunity and Access at (309) 438-3383. The Office of Equal Opportunity and Access will hold any confidential information you provide in confidence.

If you are having difficulty accessing the system, please call Human Resources at (309) 438-8311.