INFORMATION SERVICES SPECIALIST II

Position Overview

Under general supervision, performs professional support work of an intermediate level of difficulty for desktop hardware and software systems of average complexity.  Provides prompt courteous support to all help desk questions (walk-up, calls, e-mail, etc.) by providing intermediate technical support or assigning problems beyond severity Level 2 to the appropriate technical staff.  Responsible for logging all help desk and hardware/software requests and hardware and software inventory into the help desk/ inventory application.  Maintains electronic documentation of all information and procedures necessary to carry out the duties of this position. Maintains confidentiality of all State of Illinois and Illinois Commerce Commission network information and security violation information.  Responsible for keeping abreast of technology developments, continues education by attending meetings, training, seminars and conferences to increase familiarity with current information technology products, vendors, techniques and procedures applicable to unit activities.  Provides technical support/travel for Illinois Commerce Commission staff during non-business hours, as required or directed, as required, or directed and performs other duties as required or assigned which are reasonably within the scope of duties enumerated above.

Essential Functions

•  Under general supervision, performs professional support work of an intermediate level of difficulty for desktop hardware and software systems of average complexity.
•  Provides prompt courteous support to all help desk questions (walk-up, calls, e-mail, etc.) by providing intermediate technical support or assigning problems beyond severity Level 2 to the appropriate technical staff

•  Responsible for logging all help desk and hardware/software requests and hardware and software inventory into the help desk/ inventory application.

•  Maintains electronic documentation of all information and procedures necessary to carry out the duties of this position.

• Maintains confidentiality of all State of Illinois and Illinois Commerce Commission network information and security violation information. 6. Responsible for keeping abreast of technology developments, continues education by attending meetings, training, seminars, and conferences to increase familiarity with current information technology products, vendors, techniques, and procedures applicable to unit activities.

• Responsible for keeping abreast of technology developments, continues education by attending meetings, training, seminars, and conferences to increase familiarity with current information technology products, vendors, techniques, and procedures applicable to unit activities. Researches, evaluates, selects, implements predefined technology products.

• Provides technical support/travel for Illinois Commerce Commission staff during non-business hours, as required or directed

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

Minimum Requirements

• Requires knowledge, skill and mental development equivalent to completion of two years of college with course work in computer science or directly related fields supplemented by one year of related Information Technology experience.

Preferred Qualifications

• Prefers working knowledge of the theory and functions of personal computer systems and the vocabulary and methodologies of a LAN based computer shop. 
• Prefers working knowledge of the advantages and limitations of computer communication and information retrieval systems as management information tools.
• Prefers working knowledge of office practices and procedures.
• Prefers one (1) year of experience communicating technical information to others with clarity and precision.
• Prefers one (1) year of experience analyzing data logically and exercising sound judgment in defining and evaluating problems of an operational or procedural nature.
• Prefers one (1) year of experience gaining and maintaining effective working relationships with associates, vendors, clients, and others.

Conditions of Employment

• Ability to travel in the performance of duties, with overnight stays as appropriate.
• Requires an appropriate valid driver’s license.
• This position is considered heavy work as defined by the U.S. Department of Labor (20 CFR 404.1567(d)). Heavy work involves lifting no more than 100 pounds at a time with frequent lifting or carrying of objects weighing up to 50 pounds.

• Conditions of employment listed here are incorporated and related to any of the job duties listed in the job description.