IT Service Desk Specialist — 1st Line Support

University of Illinois at Urbana-Champaign; Urbana (IL); On-site; USD 50,000 - 60,000; Full time

Job summary

University of Illinois Urbana-Champaign's Administrative Information Technology Services seeks a Service Desk Analyst to be the first point of contact for IT services. You will respond to inquiries, troubleshoot issues, and coordinate with IT teams to resolve problems while maintaining professional service desk standards.

The role demands strong customer service, knowledge management, and incident documentation skills, with experience in batch monitoring and system performance oversight.

Qualifications

• High school diploma or equivalent; two years IT-related experience or coursework.
• Experience with batch processing or service management tools preferred.
• Strong written communication and knowledge management capabilities.
• Familiarity with IT operations and incident handling.

Responsibilities

• Provide direct customer support via phone, email, and other channels.
• Monitor system and batch processing; identify and resolve issues.
• Document incidents and solutions in the knowledge base.
• Manage and update knowledge articles for internal and customer use.
• Assist in service/process improvements and cross-training.
• Communicate status and issues to stakeholders; coordinate with teams.
• Maintain professional behavior and support staff development.
• Flexibility to work overtime and various shifts as needed.

Skills

Customer support

Batch scheduling

System monitoring

Incident documentation

Knowledge management

Service improvement

Technical communication

Project coordination

Education

High school diploma or equivalent

Information Technology-related coursework or experience

Tools

HTML

CSS

SQL

Shell scripting

Job description

University of Illinois Urbana-Champaign's Administrative Information Technology Services seeks a Service Desk Analyst to be the first point of contact for IT services. You will respond to inquiries, troubleshoot issues, and coordinate with IT teams to resolve problems while maintaining professional service desk standards.

The role demands strong customer service, knowledge management, and incident documentation skills, with experience in batch monitoring and system performance oversight.