Springfield IL - IT Technical Associate

Position Summary The IT Operations – Technical Associate will provide technical & project support for IT Operations supporting DSCC IT service environments. The position is responsible for managing the technical and day to day operational activities and providing support for team project activities under the direction of Information Technology leadership. Duties & Responsibilities • The operational environment currently includes the following technologies (subject to change): Microsoft Platforms: Hyper-V, Windows Servers, SharePoint, SQL, Site 24x7 monitoring, Active Directory, Windows workstations, Splunk. ManageEngine ServiceDesk Plus for ticketing, assets management, and change management, Lansweeper for server/workstation asset scanning. Technologies integrated into this environment include: IP networking: Cisco Routers, Cisco FirePower appliance Cisco Meraki WiFi and Switch environment Dell Servers, Microsoft Surface laptop computers VoIP softphone technology Manage software/hardware licensing SSL Certificate Management Disaster Recovery/Backup Solution Administration Fax Administration File Server Management Provide technical expertise for the Internal IT support team involved in the administration and day-to-day operational activities associated with IT systems and services both on-prem and in the Azure cloud. Support project leadership and management, including development of project documentation within established processes and procedures Provide technical leadership of the team performing administration and day-to-day operational activities, managing performance and organizational changes within established processes and procedures Develop and provide metrics and analysis to show the quantity and quality of work Participate in assigned cross-functional teams as assigned Research and recommend new methods and techniques to improve business processes and efficiency through technical and service offerings Maintain, develop, and continuously improve Network and Server Infrastructure Work on-call for after-hours support, operations, and patching related to server/network infrastructure on a rotating basis. Available to respond to outages when appropriate. Ensure data security and destruction per University policies when disposing of computerized equipment. Act as Unit Security Contact (USC) for department access to University Enterprise Systems. Travel to all DSCC regional offices throughout Illinois to perform any of the abovementioned duties or other assignments. • Design, Innovate, and Implementation of Network Services Maintain proactive awareness of new technologies and trends within the field of networking and evaluate the appropriateness of this technology for the DSCC network and the cloud-Azure network. Work with customers on campus to design/build/maintain services to facilitate DSCC needs. Implement network and/or network security designs of increasing complexity Contribute to the strategic network plan. Configure and implement network automation and monitoring tools to manage network services. Provide technical guidance and direction to team members on advanced topics such as system integration, custom scripting, and database optimization Continuously evaluate and implement new technologies to improve IT operations and service delivery • Ensure excellent Customer Service throughout the IT Infrastructure and DSCC, including but not limited to: Understand the overall processes and procedures of the organization and make recommendations for the continual improvement of those processes and procedures, providing for management analysis and recommendations on continuous improvement. Partner with other UIC Technology Solutions Units by setting and managing the expectations of customers. Act as an advocate for DSCC customers and employees in service planning and deployment across the organization. Escalate and resolve customer satisfaction issues as necessary. Work non-traditional hours and respond to on-call requests to provide 24 x 7 service availability. 
Crosstrain other DSCC IT employees on the complexities of assigned work and the application of new and upcoming technologies. 
Participate in a team environment including, but not limited to: 
Lead projects (including those with a high impact or a high degree of complexity) 
Contribute to diverse and cross-functional teams, including teams with members from across DSCC and the University 
Provide knowledge-sharing for DSCC and UIC Technology Solutions staff and, as appropriate, other University personnel. 
Other duties as assigned