End User Computing Supervisor

Job Title: End User Computing Chicago Supervisor

Job Requisition ID: 39746

Closing Date: 07/24/2024

Salary: $7,966 - $11,759

Work Hours: M-F 8:30AM - 5:00PM

Work Location: (Hybrid) 555 West Monroe Street, Chicago IL 60661  

Union Position: Yes

Work Authorization: The State of Illinois does not provide sponsorship for employment visa status and cannot accept F1 OPT/CPT. To be considered for permanent employment with the State of Illinois, applicants must be legally authorized to work in the United States without the need for employer sponsorship now or at any time in the future.

Are you looking for a rewarding career with an organization that values their staff? The Department of Innovation & Technology (DoIT) is seeking to hire qualified candidates with the opportunity to work in a dynamic, creative thinking, problem solving environment. 

This position serves as the EUC Chicago Supervisor.  In this role, you will provide leadership and management oversite for advanced level remote and/or deskside troubleshooting and support services on computer hardware, software, and peripherals. 

In addition, you will serve as a working supervisor managing and directing the installation, configuration, maintenance, and management of applications for PCs. 

This position also manages multiple projects in relation to the installation of end user PC computing devices, software, and peripherals. 

If you possess these knowledges, skills, abilities, and experience, we invite you to apply for this position to join the DoIT Team!

As a State of Illinois employee, you receive a comprehensive benefits package including:
Competitive Group Insurance benefits including health, life, dental and vision plans
Flexible work schedules (when available and dependent upon position)
10 -25 days of paid vacation time annually (10 days for first year of state employment)
12 days of paid sick time annually which carryover year to year
3 paid personal business days per year
13-14 paid holidays per year dependent on election years
12 weeks of paid parental leave
Pension plan through the State Employees Retirement System
Deferred Compensation Program – voluntary supplemental retirement plan
Optional pre-tax programs -Medical Care Assistance Plan (MCAP) & Dependent Care Assistant Plan (DCAP)
Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

For more information regarding State of Illinois Benefits follow this link: https://www2.illinois.gov/cms/benefits/Pages/default.aspx

Essential Functions

40% Under general supervision, serves as the EUC Chicago Supervisor for the Department of Innovation & Technology (DoIT):

• Provides leadership and management oversite for advanced level remote and/or deskside troubleshooting and support services on computer hardware, software, and peripherals.
• Develops and defines operational standards and guidelines and measures team performance utilizing reporting tools in key areas including productivity, problem resolution standards, and quality.
• Manages and directs the installation and support of end user PC computing devices, software, and peripherals.
• Manages multiple projects with relation to the installation and support of end user PC computing devices, software, and peripherals.
• Establishes and implements procedures to support effective and efficient delivery and support of end user PC computing devices, software, and peripherals.
• Responds to calls for the more difficult and complex situations relative to PC Operations.
• Documents diagnostic and remedial procedures and conducts problem related training sessions with PC Operations teams.
• Coordinates and collaborates with other DoIT teams including but not limited to network, infrastructure, and security to ensure proper installations, configurations, and support of PC Operations

20% Serves as a working supervisor:

• Assigns and reviews work.
• Provides guidance and training to assigned staff.
• Counsels staff regarding work performance.
• Reassigns staff to meet day-to-day operating needs.
• Establishes annual goals and objectives.
• Approves time off.
• Prepares and sign performance evaluations.

20% Manages and directs the installation, configuration, maintenance, and management of applications for PCs:

• Updates imaging and operating systems.
• Provides and supports office automation software that allows connectivity to the network.
• Manages the installation of PCs, printers, laptops and software.at various locations.

10% Manages staff and multiple projects with relation to the installation of end user PC computing devices, software, and peripherals:

• Guides and directs staff involved in various projects and coordinates required service requests and or incidents.
• Assists, guides, and directs complex technical function activities relating to the incident resolution, maintenance, and installation of software/hardware in an enterprise network environment.
• Coordinates and monitors the installation of equipment based on staff relocations and new equipment requests.
• Monitors the escalation process ensuring notifications and updates are provided to customers in accordance with DoIT processes and procedures.
• Implements time frames and deadlines to ensure equipment needs for agency staff are met in a timely manner.

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 the duties enumerated above.

Minimum Qualifications

1. Requires knowledge, skill, and mental development equivalent to four (4) years of college, with coursework in management information systems, data processing, or telecommunications in a public or business organization.
2. Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in management information systems, data processing, or telecommunications in a public or business organization.
   
    

Preferred Qualifications

1. Three (3) years of experience with in-person and remote customer installation configuration and support for personal computers, software, and peripherals.
2. Three (3) years of experience in enterprise standard desktop operating systems and desktop emulations.
3. Three (3) years of experience with manual and automated computer imaging and software distribution solutions.
4. Three (3) years of experience in IT troubleshooting, monitoring tools, and remote technology solutions.
5. Three (3) years of experience with Microsoft networks including network administrative account management and setup.
6. Three (3) years of experience with anti-virus, endpoint protection, and encryption solutions.
7. Two (2) years of experience supervising professional IT staff.
8. Ability to analyze administrative problems and adopt an effective course of action.
9. Demonstrated verbal and written communication skills to present technical information to others with precision and clarity.
10. Ability to develop and maintain cooperative working relationships and coordinate the activities of multi-level teams to achieve desired results.

Conditions of Employment

NOTE: Applicants must possess the ability to meet ALL of the following conditions of employment, with or without reasonable accommodation, to be considered for this position. 

1. Requires the ability to verify identity.
2. Requires employment authorization to accept permanent full-time position with the State of Illinois
3. Requires the ability to pass a position specific, agency required background check.
4. Requires self-disclosure of criminal history.
5. Requires the ability to travel in performance of duties.
6. Requires the ability to work outside of normal hours to meet deadlines.
7. Requires the ability to work overtime including scheduled, unscheduled, short notice, evenings, weekends, and holidays.
8. Requires the ability to use agency supplied equipment such as laptop, personal computer, work cell phone, etc.
9. Requires the ability to attend seminars, conferences, and training to remain current on methods, tools, ideologies, or other industry related topics relevant to job duties.
10. Requires the ability to lift and carry objects or equipment weighing up to  25 pounds. This is considered medium work as defined by the U.S. Department of Labor (20 CFR 404.1567(c)). Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds.

The conditions of employment listed are incorporated and/or related to any duties included in the position description.