Position Summary:
SIU Carbondale’s SalukiTech Deskside Support Team (SDST), within the Office of Information Technology (OIT) is searching for an IT Support Associate II - Desktop Support Associate I (DSA I). This desktop support role works with a team of technology support staff (including full-time staff, graduate assistants, and student workers) to serve customers well and provide excellent technology support/service.

The DSA I readily engages with customers, is friendly and empathetic to customer needs and concerns, and builds relationships with those served. In this effort, the DSA I communicates regularly with customers via phone, chat, digital communications, or face-to-face. Maintaining contact with customers until issues are resolved is an essential component of this position. Additionally, the DSA I must work well with other staff and student employees: assisting, encouraging, and sharing knowledge with team members.

As a technology professional, the DSA I needs a hands-on background in various aspects of technology service including experience in some aspect of support for desktop computers, portables, computer labs, and computer-equipped classrooms. Responsibilities may also include network design, set-up, maintenance, and troubleshooting for functionality and stability. Additionally, the DSA I works to mitigate and remediate cyber threats. Work assignments are aligned with the DSA I’s current skills, but often offer the opportunity to learn and acquire new skills. It is essential that the DSA I meets new challenges to expand skills, knowledge, confidence, and expertise.

The DSA I is assigned and may self-assign customer (faculty, staff, and student) requests for assistance and resources submitted via the ITSM ticketing system. The DSA I also works in conjunction with the SalukiTech Solution and Service Center teams (Tier I support) to provide technical knowledge and expertise when needed to resolve issues as quickly and completely as possible. To capture technology-specific, team-centered, and/or institutional knowledge, the DSA I documents known issues and resolutions in the SalukiTech KnowledgeBase.

Qualities of a strong candidate include:

A commitment to excellent client service and the delivery of optimal resolutions.
Experience troubleshooting software, hardware, and system issues.
An ability to investigate problems, research options, and develop solutions.
The discipline to document resolutions and step-by-step processes in the Knowledgebase.
Experience interpreting client requests and securing additional information.
An understanding of “standards” and the willingness to uphold or develop operational expectations.
Strong verbal and written communication skills.
Why Join SIUC?

SIUC’s generous benefits package includes paid vacation and sick leave, comprehensive health insurance, full employee tuition waiver at SIU, schedule flexibility, institutional retirement fund match, and more. See SIU Points of Pride (https://news.siu.edu/points-of-pride/) to learn more about the University. Additionally, Carbondale and the surrounding region has incredible natural beauty. This recreational paradise is located just outside of the Shawnee National Forest in southernmost Illinois.

Read the Position Description

Minimum Qualifications:
1. High School Graduation or equivalent


2. Any combination totaling one year from the following categories:

a) Progressively more responsible work experience in end-user computing (desktop or helpdesk) support related profession.*

b) College course work in Information Systems Technologies (IST), Computer Science (CS), or a closely related discipline, including coursework in desktop computing and/or networking, as measured by the following conversion table or its proportional equivalent*:

60 semester hours or Associate’s Degree equals one year