Service Desk Analyst Associate/Service Desk Analyst - Student Affairs Technology

University of Illinois Urbana-Champaign; Urbana (IL); Hybrid; USD 40,170 - 50,000; Full time

Benefits offered by this job

Benefits eligibility

Hybrid work schedule

Job summary

A leading educational institution in Urbana-Champaign seeks a Service Desk Analyst Associate to serve as the first point of contact for technical support requests. Responsibilities include desktop support, software training, and account management. Candidates should have a high school diploma and at least one year of IT-related work experience, including proficiency with Microsoft Office. This position offers a salary between $40,170 and $50,000 annually, and eligibility for a hybrid work schedule.

Qualifications

• One (1) year of work experience in IT-related functions.
• Experience providing application and/or desktop support.
• Ability to troubleshoot Windows workstation operating systems.

Responsibilities

• Serve as first point of contact for users with technology requests.
• Gather information and track issues using a ticket system.
• Create and maintain end-user documentation.

Skills

IT customer service

Desktop support

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Active Directory

Windows operating systems

Job description

Overview

Student Affairs Technology is at the heart of transforming the student experience through innovative IT services for Student Affairs departments across campus. We work closely with business leaders and IT professionals to deliver technical solutions that enhance efficiency and build operational resilience. We’re looking for passionate individuals from all backgrounds who are eager to help shape and nurture a vibrant community aligned with our mission. By joining our team, you’ll directly contribute to advancing the University's academic goals, fostering environments that promote student learning and success, championing diversity, and supporting the holistic development of all students. Your work will play a crucial role in creating a more inclusive, thriving campus for everyone.

Service Desk Analyst Associate / Service Desk Analyst

Service Desk Analyst Associate

Student Affairs Technology

Details for the service desk analyst roles are provided below. This position serves as a first point of contact to intake support requests for Student Affairs units. You are encouraged to view all current openings and apply for positions that best match your profile and interests.

Responsibilities

• Desktop Support
  • Serve as first point of contact for users with technology requests and service issues; refer more complex issues to peers as appropriate.
  • Gather information and track issues using a ticket system to report customer feedback, identify problems and trends, and suggest resolutions.
  • Create and maintain end user documentation.
  • Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity.
• Software Support
  • Provide support and training for assigned unit specific applications.
  • Generate and compile reports for assigned unit specific applications.
• Account Management
  • Assist staff with initial user account setup and access.
  • Serve as a Unit Security Contact; providing systems account provisioning and termination.
• Other Duties
  • Assume appropriate related additional duties to further the mission of the unit.
  • Provide assistance with special technology projects and Service Desk reports as directed.

Minimum Qualifications

• High school diploma or equivalent.
• One (1) year of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows: 30 semester hours equals one (1) year; Associate’s Degree (60 semester hours) equals eighteen (18) months; 90 semester hours equals two (2) years; Bachelor’s Degree (120 semester hours) equals three (3) years.
• Demonstrated experience providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools.
• Demonstrated experience providing application and/or desktop support to end users, including Microsoft Office.
• Experience with Windows or other operating systems is implied by desktop support responsibilities.

Preferred Qualifications

• Experience troubleshooting Windows workstation operating systems.
• Experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including group and user management.
• Experience troubleshooting Apple OS or Apple mobile OS in an enterprise environment.
• Experience supporting and troubleshooting Adobe applications.
• Experience supporting mobile technology platforms such as tablets, iPads or smartphones.
• Experience in a higher education environment.

Details for the Service Desk Analyst

This position serves as a first point of contact to intake support requests for Student Affairs units. The position supports technical training and documentation.

Responsibilities (Service Desk)

• Desktop Support
  • Serve as first point of contact for users with technology requests and service issues; refer more complex issue to peers as appropriate.
  • Gather information and track issues using a ticket system to report customer feedback, identify problems and trends, and suggest resolutions.
  • Create and maintain end user documentation.
  • Create and maintain technical documentation for technology staff.
  • Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity.
• Software Support
  • Provide support and training for assigned unit specific applications.
  • Generate and compile reports for assigned unit specific applications.
  • Account Management
  • Assist staff with initial user account setup and access.
  • Serve as a Unit Security Contact; providing systems account provisioning and termination.
• Audio Visual Support
  • Provide assistance, training, and troubleshooting for on-loan and fixed audio-visual equipment.
• Other Duties
  • Assume appropriate related additional duties to further the mission of the unit.
  • Provide assistance with special technology projects and Service Desk reports as directed.

Minimum Qualifications (Service Desk Analyst)

• High school diploma or equivalent.
• Two (2) years of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows: 30 semester hours equals one (1) year; Associate’s Degree (60 semester hours) equals eighteen (18) months; 90 semester hours equals two (2) years; Bachelor’s Degree (120 semester hours) equals three (3) years.
• Experience providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools.
• Experience providing application and/or desktop support to end users, including Microsoft Office.
• Experience troubleshooting Windows workstation operating systems.
• Experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including group and user management.

Preferred Qualifications (Service Desk Analyst)

• Experience troubleshooting Apple OS or Apple mobile OS in an enterprise environment.
• Experience supporting and troubleshooting Adobe applications.
• Experience supporting mobile technology platforms such as tablets, iPads or smartphones.
• Experience supporting audio visual equipment, including setup and maintenance.
• Experience with providing technical training to end-users.
• Experience in a higher education environment.

Additional Details

• Work can involve lifting and moving equipment, media, and peripherals approximately 30-35 pounds, as well as accessing all areas of the building.

Knowledge, Skills and Abilities

• Ability to work in a collaborative team environment.
• Ability to provide service in a friendly, positive, and professional manner.
• Ability to work independently within specified time constraints while applying sound decision-making skills.
• Excellent communication skills to a variety of audiences (management, peers, users and vendors).

Appointment Information

This is a 100% full-time Civil Service 5032 - Information Technology Support Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after 3/2/2026.

• Salary Information: The budgeted salary at the Service Desk Analyst Associate position is $40,170 - $50,000 and at the Service Desk Analyst is $50,000 – $60,000 per year.
• Work Environment & Schedule: The majority of work will be within an office work environment, however visits to other campus locations can be expected. This position is eligible for a hybrid work schedule (remote work and in-person work in Urbana-Champaign each week).
• Sponsorship: Sponsorship for work authorization is not available for this position.

For more information on Civil Service classifications, please visit the SUCSS web site. Applications & deadline information and contact details are included as in the original.

At the University of Illinois Urbana-Champaign — the state’s flagship public university — every staff member helps shape what’s next. This position is intended to be eligible for benefits. The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act. Requisition ID: 1034571. Job Category: Technical. Apply at: https://jobs.illinois.edu