Help Desk Technician - Information Services Specialist I, Option S (UMP)

at Illinois Department of Innovation & Technology in Springfield, Illinois, United States

Job Description

25%   1. Under immediate supervision, serves as a Help Desk Technician for the Department of Innovation & Technology (DoIT) supporting the Illinois State Police (ISP):

  • Participates in the application and use of mainframe and personal computing devices.
  • Monitors and coordinates data transmission between the mainframe and local area network (LAN)
  •  Participates in the coordination, control and analysis of the overall system functions and network.
  • Participates in the support of all Information Technology (IT) equipment for ISP
  • Assists in providing diagnostic functions for problems reported to the Integrated Technical Help desk (ITHD).
  •  Provides proactive surveillance of the information technology networks.
  • Works with users, vendors, systems analysts, programmer analysts, and technical staff to diagnose problems.
  • Initiates problem determination and documents problems in tracking software.
  • Provides assistance to users and documents problem resolution.
  • Assists users in complex back-up and recovery procedures.
  • Performs functions associated with tape library maintenance.
  • Operates and diagnoses problems relating to computer peripheral and non-peripheral equipment.

20%   2.Assists in the diagnosis of problems reported to the ITHD and contacts the proper vendor, system analyst, programmer analyst and support personnel depending on the problem:

  • Uses hardware and software diagnostic resources available to perform monitoring and troubleshooting of Wide Area Network (WAN) and Local Area network (LAN) resources and associated devices.
  • Participates in the coordination of activities and acts as liaison between the vendor, network user, system analysts, programmer analysts and other support staff.
  • Coordinates repair activities until the problem is resolved and escalates unresolved problems to ISP management and vendors to meet performance goals.
  • Performs pro-active surveillance of the ISP network and related peripheral equipment using real time network monitors and system generated alerts or alarms.
  • Responds to problems identified and improves or restores service to the user to ensure 24 hours a day, 7 days a week network availability.
  • Corrects or updates information in multiple databases
  • Restores circuits, keeps detailed records of events during outages and records detailed problem resolution.

20%   3.Assists higher level systems services staff:

  • Recognizes, evaluates, resolves and documents problems reported by ISP users related to LEADS/CHF and NCIC data files, such as rejects on record maintenance for LEADS/CHF, inaccurate NCIC data follow-up, network or line problems, terminal or printer problems and use of software authorized and supported by the ISP ITHD Support team.
  • Tracks, evaluates, and reports problem trends to supervisor


15%   4.Assists the designated lead worker in reviewing and tracking work assignments:

  • Closes and restarts systems
  • Analyzes and solves complex production and teleprocessing problems.
  • Establishes job production order and returns based on master schedule.

10%   5.Enforces security procedures as outlined in the Data Center policy and Procedures manual and system security through the re-setting of user passwords and IDs.

  • Documents and reports any deviations found.
  • Monitors access to secure areas of Data Center and accompanies non-ISP employees in the Data Center.

5%   6.Keeps abreast of new developments in the Information Technology (IT) field:

  • Continues education by attending meetings, training sessions, seminars, and conferences to increase familiarity with and maintain current on IT products, vendors, techniques, and procedures.
  • Attends demonstrations and exhibitions related to assigned operations.

5%   7.Performs other duties as required or assigned which are reasonably within the score of the duties enumerated above.

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Job Posting: 11315486

Posted On: Sep 26, 2023

Updated On: Oct 10, 2023

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