Service Desk Analyst Associate/Service Desk Analyst - Student Affairs Technology
Service Desk Analyst Associate / Service Desk Analyst
Student Affairs Technology
Student Affairs Technology is at the heart of transforming the student experience through innovative IT services for Student Affairs departments across campus. We work closely with business leaders and IT professionals to deliver technical solutions that enhance efficiency and build operational resilience. We’re looking for passionate individuals from all backgrounds who are eager to help shape and nurture a vibrant community aligned with our mission. By joining our team, you’ll directly contribute to advancing the University's academic goals, fostering environments that promote student learning and success, championing diversity, and supporting the holistic development of all students. Your work will play a crucial role in creating a more inclusive, thriving campus for everyone.
We are hiring acrossseveral functions within Student Affairs Technology and invite you to view allour current openings here. You are encouragedto apply for all positions that best match your profile and interests.
DETAILS for the SERVICE DESK ANALYST ASSOCIATE
This position serves as a first point of contact to intake support requests for Student Affairs units.
Desktop Support
Serve as first point of contact users with technology requests and service issues; refer more complex issue to peers as appropriate.
Gather information and track issues using a ticket system to report customer feedback, identify problems and trends, and suggest resolutions.
Create and maintain end user documentation.
Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity.
Software Support
Provide support and training for assigned unit specific applications.
Generate and compile reports for assigned unit specific applications.
Account Management
Assist staff with initial user account setup and access.
Serve as a Unit Security Contact; providing systems account provisioning and termination.
Other Duties
Assume appropriate related additional duties to further the mission of the unit.
Provide assistance with special technology projects and Service Desk reports as directed.
Minimum Qualifications for Service Desk Analyst Associate
High school diploma or equivalent.
One (1) year of work experience in IT‐related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows:
Bachelor’s Degree (120 semester hours) equals three (3) years).
Demonstrated experience providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools.
Demonstrated experience providing application and/or desktop support to end users, including Microsoft Office.
Preferred Qualifications for Service Desk Analyst Associate
Experience troubleshooting Windows workstation operating systems.
Experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including group and user management.
Experience troubleshooting Apple OS or Apple mobile OS in an enterprise environment.
Experience supporting and troubleshooting Adobe applications.
Experience supporting mobile technology platforms such as tablets, iPads or smartphones.
Experience in a higher education environment.
DETAILS for the SERVICE DESK ANALYST
This position serves as a first point of contact to intake support requests for Student Affairs units. The position supports technical training and documentation.
Desktop Support
Serve as first point of contact for users with technology requests and service issues; refer more complex issue to peers as appropriate
Gather information and track issues using a ticket system to report customer feedback, identify problems and trends, and suggest resolutions
Create and maintain end user documentation
Create and maintain technical documentation for technology staff
Work within defined policies and procedures to solve user or system problems, including those that require solutions with originality and/or ingenuity
Software Support
Provide support and training for assigned unit specific applications
Generate and compile reports for assigned unit specific applications
Account Management
Assist staff with initial user account setup and access
Serve as a Unit Security Contact; providing systems account provisioning and termination.
Audio Visual Support
Provide assistance, training, and troubleshooting for on-loan and fixed audio-visual equipment
Other Duties
Assume appropriate related additional duties to further the mission of the unit
Provide assistance with special technology projects and Service Desk reports as directed
Minimum Qualifications for Service Desk Analyst
High school diploma or equivalent.
Two (2) years of work experience in IT‐related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field. College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline may be substituted as follows:
Bachelor’s Degree (120 semester hours) equals three (3) years).
Experience providing IT customer service to individuals in-person, over the phone, through a trouble ticket system, email, and/or chat tools
Experience providing application and/or desktop support to end users, including Microsoft Office
Experience troubleshooting Windows workstation operating systems.
Experience in the use of Microsoft Active Directory or Entra ID (Azure Active Directory), including group and user management
Preferred Qualifications for the Service Desk Analyst
Experience troubleshooting Apple OS or Apple mobile OS in an enterprise environment
Experience supporting and troubleshooting Adobe applications
Experience supporting mobile technology platforms such as tablets, iPads or smartphones
Experience supporting audio visual equipment, including setup and maintenance
Experience with providing technical training to end-users
Experience in a higher education environment
Additional Physical Demands for both levels (Service Desk Analyst Associate & Service Desk Analyst)
Work can involve lifting and moving equipment, media, and peripherals approximating 30-35 pounds, as well as accessing all areas of the building.
Knowledge, Skills and Abilities for both levels (Service Desk Analyst Associate & Service Desk Analyst)
Ability to work in a collaborative team environment.
Ability to provide service in a friendly, positive, and professional manner.
Ability to work independently within specified time constraints while applying sound decision-making skills.
Excellent communication skills to a variety of audiences (management, peers, users and vendors).
Appointment Information
This is a 100% full-time Civil Service 5032 - InformationTechnology Support Associate position, appointed on a 12-month basis. Theexpected start date is as soon as possible after 3/2/2026.
Salary Information: The budgeted salary at the Service Desk Analyst Associate position is $40,170 - $50,000 and at the Service Desk Analyst is $50,000 – $60,000 per year.
Work Environment & Schedule: The majority of work will be within an office work environment, however visits to other campus locations can be expected. This position is eligible for a hybrid work schedule (remote work and in-person work in Urbana-Champaign each week).
Sponsorship: Sponsorship for work authorization is notavailable for this position.
Applications must be received by 6:00 pm (Central Time) on 2/2/2026 Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact iustaffdevelopment@illinois.edu. For questions regarding the application process, please contact 217-333-2137.
At the University of Illinois Urbana-Champaign — the state’s flagship public university and one of the world’s leading research institutions — every staff member helps shape what’s next. Founded in 1867, Illinois is home to a vibrant community of 59,000 students from all 50 states and 129 countries, supported by 15 colleges and instructional units, more than 20 research institutes, and one of the most comprehensive student service ecosystems in the nation. Whether you’re empowering first-generation students, fueling breakthrough innovation, or strengthening communities across Illinois and beyond, your work here has a far-reaching and deeply meaningful impact. The university offers a highly competitive benefits package designed to support your well-being, growth, and financial security. Join a top 10 public university that has launched over 330 startups and continues to redefine excellence — where the Illinois Value Proposition ensures that your contributions are recognized, your potential is nurtured, and your career can thrive.
Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position; however, all employment decisions will be made by a person.
This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.
The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.
Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.
