SIU Carbondale’s SalukiTech Hardware Systems Team (SHS), within the Office of Information Technology (OIT) is searching for an IT Support Associate III/ Hardware Repair Associate I (HRA I) to enhance our technology service capabilities, which in turn enhances productivity among faculty/staff and academic achievement among students. The successful candidate will work within hardware systems as a member of the support staff (which includes full-time employees, graduate assistants, and student workers). This position works with the team to deliver appropriate technology tools in a timely manner, provides support service as needed, and maintains a wide array of hardware devices and systems. This position also holds responsibilities for server monitoring and maintenance in the University’s Data Center.

The HRA I position requires strong hands-on experience in comprehensive hardware support for desktop computers, portables, and servers. Troubleshooting skills for functionality and stability are essential. Previous experience should include some combination of hardware selection, set-up, maintenance, end-of-life, and cybersecurity responsibilities. In this position, the HRA I will need or need to acquire unique Dell Client Certification within the first three months (training time allotted); the ability to assimilate additional skills is an ongoing need and requirement.

As a service role, the HRA I must analyze content in service requests, work with other OIT professionals and/or customers to gather information and recommend appropriate hardware. Timely and appropriate communication via phone, chat, digital communications, or face-to-face engagement with team members and colleagues in other OIT units is essential. The HRA I works in conjunction with the SalukiTech Solution Center team (Tier I support) as well as with the SalukiTech Desktop Support team (Tier II support) to provide optimum solutions within the timeframes defined in our service agreements.

In addition to strong technical skills, the HRA I must have the people skills necessary to build and maintain working relationships with a large student staff. The HRA I must have the ability to train, mentor, and maintain accountability among the unit’s student staff.

Qualities of a strong candidate include:

• Experience troubleshooting hardware, software, and system issues.
• Experience interpreting requests, collecting information, and documenting steps to fulfill requests.
• The ability to prioritize work based on the urgency of all active requests.
• A commitment to timely, appropriate service and the delivery of optimal resolutions.
• 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.

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1. High School Graduation or equivalent

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

A. College course work in Information Systems Technologies (IST), Computer Science (CS), Electrical and Computer Engineering (ECE), or a closely related discipline, including coursework in computing hardware repair and/or maintenance, as measured by the following conversion table or its proportional equivalent:*

• 30 semester hours equals one (1)year (12 months)
• Associate’s Degree (60 semester hours) equals eighteen months (18 months)
• 90 semester hours equals two (2) years (24 months)
• Bachelor’s Degree (120 semester hours) equals three (3) years (36 months)

B. Progressively more responsible work experience in hardware repair.*

3. Any combination totaling one year of work experience in the following categories (can substitute CompTIA, Dell, Apple and HP certification for work experience):*

• Microsoft Windows
• Dell certified hardware repair
• Apple certified hardware repair
• HP certified hardware repair

Note: As required by the position to be filled, additional education, training and/or work experience in an area of specialization inherent in the position may be necessary in meeting credential requirements.