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INFORMATION SERVICES SPECIALIST I - OPTION C (UMP)

We continually strive for a workforce that reflects the growing diversity within the State of Illinois.  A variety of employee backgrounds, perspectives, ideas and experiences are crucial to our ability to most effectively serve the public.  Bilingual skills welcome

Reasonable Accommodation Statement

Persons with disabilities are provided reasonable accommodations throughout the hiring process and during performance of all job duties.  Please email the Central Management Services Disability Resource Center at CMS.DisabilityResCen@illinois.gov or call (217) 524 - 7514 for further information and to request an accommodation.

Sponsorship for Employment

The State of Illinois does not provide sponsorship for employment visa status (e.g. H-1B visa status).  To be considered for permanent employment with the State of Illinois, applicants must be currently authorized to work in the United States on a full-time basis.

Disclosure of Salary Information

In compliance with the Illinois Equal Pay Act, 820 ILCS 112/1 et seq., the State does not seek, request, or require a job applicant’s wage or salary history.  Employment decisions are not made based on an applicant’s wage or salary history.  To that end, please do not include wage or salary information in your resume or other profile or application materials.

Date:  Oct 5, 2021
Location: 

Springfield, IL, US, 62702-5170

Job Requisition ID:  7929

Agency:  Department of Innovation and Technology  
Closing Date/Time:  10/20/2021 
Salary:  $4,558-6,699/Monthly 
Job Type:  Salaried Full Time 
County:  Sangamon 
Number of Vacancies:  1 
Plan/BU:  RC063 

 

Collective Bargaining Agreement language applies to this requisition:
We are currently transitioning away from a paper application process to an electronic application process. This position has not been transitioned. Please follow the directions below when applying to this position.

 

DO NOT APPLY ONLINE

**DO NOT CLICK THE APPLY BUTTON**

 

CMS100/B Employment Application and all applicable documentation should be submitted to the Agency contact listed below.

 

Posting Identification # DoIT 31261

Job Responsibilities

Under immediate supervision, serves as call center contact at the IT Service Desk (ITSD). Performs basic incident/request management of technology services and equipment.  Takes initial customer request via telephone, email or other electronic means.  Enters incidents/requests in reporting system and collects detailed information.   Provides status updates to customer and Department of Innovation & Technology (DoIT) management.  Performs basic troubleshooting of incidents.  Performs tasking and assigning of service requests. Uses diagnostic tools to isolate user problems, gathers documentation of information for root cause analysis, and coordinates support. Maintains documentation and coordinates resolution on service requests and incidents.  Assists with development of methods and procedures.  Attends meetings and participates training programs associated with the ITSD products, services, and processes; travels when held offsite.

(Job Responsibilities continued)

  • Serves as call center contact at the IT Service Desk (ITSD); performs basic incident/request management of technology services and equipment in accordance with established operational standards and guidelines.
  • Assists with troubleshooting of incidents of a basic level of difficulty to identify cause and implements appropriate corrections to resolve issues with anti-virus software and desktop operating systems.
  • Maintains documentation on incidents using appropriate reporting tools according to the established procedures and standards utilizing Microsoft Office Suite and Remedy software.
  • Assists in the development of methods and procedures and training programs to improve skill levels associated with the ITSD products, services, and processes.
  • Performs other duties as required which are reasonably within the scope of the duties and responsibilities enumerated above.

Knowledge, Skills, and Abilities

Requires knowledge, skill and mental development equivalent to completion of two years of college with coursework in computer science or a related field such as Management Information Systems, Data Processing, or Telecommunications, or satisfactory completion of agency sponsored training program. Requires elementary knowledge of IT concepts and principles. Requires elementary knowledge of hardware and software, languages, terninology and procedures. Requires good oral and written communication skills. Requires ability to maintain positive attitude and assist customers in high stress situations. Requires ability to gain and maintain satisfactory working relationship with customers, employees and management. Microsoft, Cisco, Comp TIA certifications are preferred. Requires a valid driver's license and the ability to travel.
Specialized Skills: Requires elementary knowledge of MS Office software suite, remote desktop management, network administrative account management and setup, anti-virus software, enterprise standard desktop operating systems, desktop emulations, and IT monitoring tools; technical customer support and/or a ticketing system for entering, assigning, and monitoring incidents and provisioning requests.

 

This class is included as an Upward Mobility Program credential title.

 

Requires the ability to successfully complete a nationwide background check, which includes fingerprints and photograph, as defined by the Internal Revenue Service Pub 1075.

Work Hours:  8:30 am - 5:00 pm  
Work Location: 120 W Jefferson St Springfield, IL 62702-5170  
Agency Contact: DoIT.BidForms@illinois.gov

Although a majority of work is currently being performed remotely due to COVID-19, remote work status is subject to change.  Individuals selected for these positions may be required to report to the physical work location, noted above, upon adequate notification.

Job Function:  Technology  

 

CANDIDATES MUST SUBMIT A SEPARATE BID FORM (as applicable) AND CMS-100/B FOR EACH POSTED VACANCY APPLIED FOR. 

 

APPLICATION INSTRUCTIONS

DO NOT APPLY ONLINE.

Please submit application via email to: DoIT.BidForms@illinois.gov

 

Current State Employees:

  • Seeking a Promotion – Submit an Official Position Vacancy Bid Form and CMS-100B Employment Application (version dated 9/2020 or after) to the Agency Contact address listed above.
    • Older versions of the CMS-100B will not be graded or returned to applicants. 
    • Failure to complete and submit the new CMS-100B (version dated 9/2020 or after) will result in your application being rejected.

 

  • Seeking a Transfer – Submit an Official Position Vacancy Bid FormTransfer Request, and CMS-100 Employment Application (version dated 9/2020 or after) to the Agency Contact address listed above.
    • A separate Bid form and Application is required for each Posting Identification#/Job Requisition ID # or your bid will be rejected.  
    • Failure to complete and submit the new CMS-100 version (dated 9/2020 or after) will result in your application being rejected.

 

  • Seeking a Reduction - Submit an Official Position Vacancy Bid Form and CMS-100 Employment Application (version dated 9/2020 or after) to the Agency Contact address listed above.
    • A separate Bid form and Application is required for each Posting Identification#/Job Requisition ID # or your bid will be rejected.  
    • Failure to complete and submit the new CMS-100 (version dated 9/2020 or after) will result in your application being rejected.

 

 Former State Employees:

  • Submit an Official Position Vacancy Bid Form and CMS-100 Employment Application (version dated 9/2020 or after) to the Agency Contact address listed above.
    • A separate Bid form and Application is required for each Posting Identification#/Job Requisition ID # or your bid will be rejected. 
    • Failure to complete and submit the new CMS-100 (version dated 9/2020 or after) will result in your application being rejected.

 

Non-State Employees:

  • Submit a CMS-100 Employment Application (version dated 9/2020 or after) and official college transcripts (where applicable) to the Agency Contact address listed above.
    • Documentation is required for each Posting/Bid ID or your application(s) will be rejected.  
    • Failure to complete and submit the new CMS-100 version (dated 9/2020 or after) will result in your application being rejected.

 

The Department of Innovation & Technology (DolT) is the state's IT agency delivering an enterprise approach to statewide technology, innovation and telecommunication services, as well as policy and standards development, lifecycle investment planning, and cybersecurity services. With over 1,500 employees, DolT delivers IT services and innovative solutions to customer agencies to improve services provided to Illinois residents, DolT offers employees the opportunity to advance their careers, develop new skills and reach their potential, both personally and professionally. DoIT is committed to promoting and preserving a workplace culture that embraces diversity and inclusion. We welcome and value employees with different backgrounds, life experiences and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation.