IT Service Desk Specialist – Customer-First Support

University of Illinois System; Urbana (IL); On-site; USD 42,000 - 66,000; Full time

Job summary

Experience Champaign Urbana is seeking an IT Technical Associate to provide direct customer support, monitor systems, and document solutions for a knowledge base. The role emphasizes clear communication, hands-on troubleshooting, and collaboration with campus IT teams.

The position requires strong problem-solving skills, attention to detail, and a commitment to professional development while contributing to service desk improvements and knowledge sharing.

Qualifications

• Experience Champaign Urbana IT knowledge and customer focus.
• Strong problem-solving and troubleshooting abilities.
• Ability to document steps clearly for knowledge base.
• Good communication with users and internal teams.
• Willingness to learn and adapt to new tools and processes.
• Attention to detail in incident handling and ticketing.

Responsibilities

• Provide 1st and 2nd line customer support via phone, email, and other channels.
• Monitor batch processing and system performance, respond to alerts.
• Maintain and update incident logs and the knowledge base.
• Create concise knowledge articles to aid internal staff and customers.
• Contribute to service desk improvements and tool evaluations.
• Communicate status of issues and changes to users and teams.
• Share information across shifts to ensure smooth process handoffs.
• Pursue professional development and stay current with technology.
• Perform other duties as IT Technical Associate as needed.

Job description

Experience Champaign Urbana is seeking an IT Technical Associate to provide direct customer support, monitor systems, and document solutions for a knowledge base. The role emphasizes clear communication, hands-on troubleshooting, and collaboration with campus IT teams.

The position requires strong problem-solving skills, attention to detail, and a commitment to professional development while contributing to service desk improvements and knowledge sharing.