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

Job Description

25% Under general direction, serves as a Computer Support Analyst for the Department of Innovation & Technology (DoIT): 


  • Performs difficult and specialized service functions for the End User Computing (EUC) section serving assigned agencies.
  • Provides technical support for computer-based hardware and software problems.
  • Configures, implements, troubleshoots, and tests hardware and software for standalone personal computers and in Local Area Networks (LAN) using automated software deployment tools such as System Center Configurations Manager (SCCM) or Microsoft Windows/Microsoft installer scripts (MSI), Lite-Touch, and computer programming and/or scripting.
  • Schedules, coordinates, configures, installs, and supports end user hardware (personal computers, monitors, printers, etc.), Microsoft or Mac operating systems, Microsoft Office client software products, and various software and supported applications on personal computers.
  • Reviews and evaluates customer requests and develops solutions to satisfy customer needs and to ensure requests meet standards and procedures.
  • Recommends hardware and software products for applications.       


20% Performs diagnosis and resolves computer system related problems including interfaces to Active Directory, network integrations, and software applications/products adapting complex processing to different system/program requirements: 


  • Resolves complex hardware problems and reports maintenance problems to appropriate area.
  • Serves as a liaison between agency customers, vendors, and DoIT management and technicians for problem resolutions.         


15% Meets with users to determine user needs and objectives:

  • Develops recommendations to accommodate user requests and to ensure compatibility with existing hardware and software standards.
  • Researches software requirements.
  • Tests and installs Americans with Disabilties Act (ADA) compliant hardware and software requests.
  • Implements software and operating system upgrades.
  • Develops and updates documentation concerning the administration of customer desktop computer environments.

15% Serves as a project coordinator on standard projects including small to medium sized computer hardware/software installations and deployments:  


  • Determines and coordinates project components such as project scheduling and assignments.
  • Assigns and reviews the work of project analyst staff.
  • Provides expertise, guidance, and direction to staff.
  • Reviews results and incorporates individual components of project into the final products.   


5% Monitors trouble tickets to ensure acceptable service levels for providing break/fix services to agencies within listed time frames are being met:


  • Escalates time sensitive trouble calls to senior staff and/or appropriate vendor for faster resolution time.       


5% Provides group or individual assistance and/or training to customers on installed hardware and software and other functional areas including but not limited to network and server hardware, software and peripherals.


5% 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 remain current on products, vendors, techniques, and procedures.
  • Attends demonstrations and exhibitions related to assigned operations  


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

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Job Posting: 11970801

Posted On: Jun 12, 2024

Updated On: Jun 26, 2024

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