UIC Division of Specialized Care for Children is a statewide social services organization that provides care coordination to children in Illinois with special healthcare needs. This full-time position starts out with 25 vacation days, 12 sick days, and over a dozen paid holidays. This position will work from home and report into DSCC offices in Central Illinois as needed. Illinois residency is required.

In order to be considered, you'll need to apply by 2/22/2023 on our official job board located at: https://uic.csod.com/ux/ats/careersite/1/home/requisition/3168?c=uic

Position Summary
This position provides technical expertise in a highly technical health care environment in the areas of telecommunications, data and networking, applications, security, and computing. This position must analyze, process, and coordinate responses to service requests and inquiries, resolve incidents/trouble tickets and/or escalate help request to the proper support tier or functional group. Position involves a high level of customer service and is located in the Springfield Administrative Office.

Duties & Responsibilities

• The incumbent answers telephone, email, chat and in-person inquiries, incidents, and service requests from external and internal sources to provide general, technical and/or procedural support to staff, and general computing needs: receive and track, analyze and interpret, research and troubleshoot, process/resolve and/ or escalate requests, incidents and inquiries that fall outside of documented processes. Document actions using DSCC as a whole ticketing system and/or DSCC service management system as well as other internal tools and escalate unanswerable requests/inquiries/incidents along with appropriate documentation. Provide service information regarding feature/functionality, training opportunities and self-help information and documentation to DSCC users.
• Travel to provide technical support to the DSCC Regional Offices throughout the State of Illinois.
• Perform other duties as assigned including: Create support document for use within IT and DSCC as a whole, follow and propose alternatives to existing incident management; direct customers to existing documentation and advise management of any noticed customer needs or problems affecting services provided by DSCC as well as suggest alternatives; serve on special projects; obtain basic training and certifications; and participate in seminars, classes, trainings, and staff meetings.

Minimum Qualifications

• High school graduation or equivalent
• Any combination totaling one (1) year from the following categories:progressively more responsible work experience in an Information Technology (IT) related profession

college course work which included Information Technology (IT), or a closely related discipline, as measured by the following conversion table or its proportional equivalent:60 semester hours or Associate's Degree equals one (1) year

• Additional education, training, and/or work experience in an area of specialization inherent to the position may be required:
• *One (1) additional year progressively more responsible work experience in an Information Technology related profession
• Education Preferred Bachelor's degree in a relevant field, including Computer Science, Engineering, Information Technology, or other relevant field

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, COVID-19 vaccination requirement, and employment eligibility review through E-Verify.

The university provides accommodations to applicants and employees. Request an Accommodation

Job Type: Full-time

Pay: $21.02 - $26.14 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Experience level:

• 1 year

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Springfield, IL 62704: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• IT Help desk: 2 years (Preferred)

Work Location: Hybrid remote in Springfield, IL 62704

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