at Illinois Department of Innovation & Technology in Springfield, Illinois, United States
Job Description
35% Under general direction, serves as an End User Support Technician for the Department of Innovation & Technology (DoIT) supporting the Illinois Emergency Management Agency (IEMA):
- Serves as an End User Support technician providing professional computer services support.
- Provides second level problem diagnosis support to end users regarding Desktop and laptop PCs, network utilization, printers, e-mail, and applications.
- Prepares comprehensive documentation of resolutions to reported problems.
- Provides guidance to lower-level End User Support and Computer Operations personnel with high-level technical questions on software and hardware.
20% Assists the Server Network Administrators in the support of various server-based applications:
- Provides the agency with second level technical support.
- Participates in agency exercises and activations as IT support.
- Provides in-person and online support for staff at nuclear power plants and regional offices throughout the state.
- Resolves complex problems related to client access to the server and network-based applications.
- Develops and maintains a broad knowledge of the Transmission Control Protocol/Internet Protocol (TCP/IP) protocol, Domain Name Service (DNS), Dynamic Host Configuration Protocol (DHCP), Virtual Local Area Network (VLAN), and their implementation within a Microsoft infrastructure.
20% Analyzes second level hardware and software problems on various aspects of personal computers:
- Develops and implements solutions to correct the reported problems.
- Performs necessary diagnostic tests and runs various PC utilities on the agency’s personal computers.
- Performs computer hardware and software setup and installations, printer installations, and other network devices on LAN.
10% Evaluates hardware requests and requirements:
- Identifies and analyses areas where existing equipment can be reallocated.
- Distributes hardware purchases.
- Deploys equipment for new users including PCs, projectors, etc.
5% Provides training to agency users and End User Support staff for network concepts and/or techniques:
- Provides training to end users in the utilization of various software.
- Implements segments of the education program and develops teaching aids for the courses offered by the Bureau of Information Technology.
- Participates in the delivery of formal training sessions and/or product demonstrations.
- Maintains and updates instructional documents to help in the education of users.
5% Keeps abreast of new developments in the Information technology 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 the duties enumerated above.
