IT Infrastructure Specialist or Senior IT Infrastructure Specialist - ACES Technology Services
University of Illinois

Urbana, Illinois


POSITION ANNOUNCEMENT

IT Infrastructure Specialist or Senior IT Infrastructure Specialist - ACES Technology Services

College of Agricultural, Consumer and Environmental Sciences

University of Illinois at Urbana-Champaign

WE TRANSFORM LIVES.

Everything we do is designed to improve the quality of life of the people in the state of Illinois, across the nation, and around the world. We discover, develop, translate, and disseminate knowledge to address societal concerns and train the next generation of experts and leaders in a way that empowers them to expand the boundaries of science to higher levels of understanding and influence.

Be a part of our story.

ACES is looking to fill a position for an IT Infrastructure Specialist or Senior IT Infrastructure Specialist. In this role, you will provide the daily, operational support for infrastructure and develop roadmaps for its future. This infrastructure supports the College of Agricultural, Consumer & Environmental Sciences including its seven departments and its units like University of Illinois Extension.

The College of ACES takes pride in being a collaborative and collegial IT support environment. We strive to be driven by long term planning and strategic thinking that is aligned with the goals of both the college and individual departments. In this role you'll have the ability to participate in technical decision-making while also learning from the collective experience of the team.

We are a work environment that appreciates self-motivated employees and trust them to get their jobs done and maintain the stability and quality of our services and solutions.

We strive to bring our individual strengths and unique talents forward to create a strong cohesive team that can bring the College's mission into reality.

Primary Position Function: Provides the daily, operational support for infrastructure used by ACES Technology Services service offerings. This position works closely across the organization with application, service and system administrators to ensure supported infrastructure meets current and planned service needs, and adheres to ACES Technology Services processes. Responsible for support of unit- or college-level infrastructure, including management of system and server infrastructure, on-premise and through cloud providers.

Major Duties and Responsibilities

IT Infrastructure Specialist:

Manage day-to-day IT infrastructure operations

• Support all components of IT infrastructure: cloud technology (e.g., VMWare, AWS), physical / virtual servers (e.g., Linux, Windows Server), storage / network attached storage (NAS) (e.g., Compellent, Windows DFS), and security (e.g., firewall configurations, campus security compliance)

• Monitor application and system performance, tracks metrics, collects and analyzes logs (e.g., Intermapper, Nagios)

• Resolve escalated infrastructure problems identified by IT Professionals via ticketing system

• Independently analyze and isolate application issues and perform problem resolution

• Communicate with vendors or other third parties using predefined methods for ticket submission, support, and enhancement requests.

• Adhere to interoperability standards and best practices as adopted by the organization

• Maintain detailed documentation of cloud technology, server, storage, and security best practices including regular reports on outstanding known errors and workarounds

• Provide technical support including installation, patching, upgrading, monitoring, knowledge documentation, and troubleshooting

• Work some evening/weekend hours and respond to on-call emergency requests

Improve and enhance IT infrastructure and ACES Technology Services operations

• Identify opportunities to automate workloads to improve performance, reduce costs, reduce maintenance, and help improve self-service capabilities

• Develop resolutions that consider cloud capacity and limitations, operating time, and form of desired result

• Plan for disaster recovery and business continuity as deemed appropriate to the visibility, importance, and risk factors of the IT service

• Research, coordinate, and apply information systems solutions, decision-making, and capacity planning to align with current and future technology

• Participate in IT service requirements gathering and analysis

• Participate in IT service projects of defined scope with shifting priorities and schedules

• Participate in continuing education and training and complete certifications, as appropriate

• Generate analysis documents of technical issues

• Understand the applicable processes and procedures of the organization and make recommendations in the continuous improvement of those processes and procedures, providing for management analysis and recommendations on improvements

Ensure excellent Customer Service throughout ACES Technology Services:

• Act as an advocate for ACES Technology Services' customers in service planning and deployment across the organization

• Communicate regularly with stakeholders

• Coordinate with IT professionals at all levels to assist in service administration and implementation

• Provide end-user instruction and knowledgebase articles

• Resolve customer satisfaction issues

Senior IT Infrastructure Specialist

Manage day-to-day IT infrastructure operations

• Support all components of IT infrastructure: cloud technology (e.g., VMWare, AWS), physical / virtual servers (e.g., Linux, Windows Server), storage / network attached storage (NAS) (e.g., Compellent, Windows DFS), and security (e.g., firewall configurations, campus security compliance)

• Monitor application and system performance, tracks metrics, collects and analyzes logs (e.g., Intermapper, Nagios)

• Develop, monitor, and respond to key service metrics to ensure service performance and service level requirements

• Resolve escalated infrastructure problems identified by IT Professionals via ticketing system

• Independently analyze and isolate application issues and performs problem resolution

• Communicate with vendors or other third parties using predefined methods for ticket submission, support, and enhancement requests.

• Establish and report on outstanding known errors and workarounds

• Provide first-line investigation and diagnosis

• Adhere to interoperability standards and best practices as adopted by the organization

• Maintain detailed documentation of cloud technology, server, storage, and security best practices including regular reports on outstanding known errors and workarounds

• Provide technical support including installation, patching, upgrading, monitoring, knowledge documentation, and troubleshooting

• Work some evening/weekend hours and respond to on-call emergency requests

Improve and enhance IT infrastructure and ACES Technology Services operations

• Create scripts in various platforms and advise on development of internal systems to achieve proper security, network availability, optimal storage capability, and other functionality

• Automate workloads to improve performance, reduce costs, reduce maintenance, and help improve self-service capabilities

• Develop resolutions that consider cloud capacity and limitations, operating time, and form of desired result

• Plan for disaster recovery and business continuity as deemed appropriate to the visibility, importance, and risk factors of the IT service

• Research, coordinate, and apply information systems solutions, decision-making, and capacity planning to align with current and future technology

• Lead IT service requirements gathering and analysis

• Lead IT service projects of defined scope with shifting priorities and schedules

• Participate in continuing education and training and complete certifications, as appropriate

• Generate analysis documents of technical issues and suggest solutions

• Understand the applicable processes and procedures of the organization and make recommendations in the continuous improvement of those processes and procedures, providing for management analysis and recommendations on improvements

Ensure excellent Customer Service throughout ACES Technology Services:

• Act as an advocate for ACES Technology Services' customers in service planning and deployment across the organization

• Communicate regularly with stakeholders

• Coordinate with IT professionals at all levels to assist in service administration and implementation

• Provide end-user instruction and knowledgebase articles

• Resolve customer satisfaction issues

Qualifications

IT Infrastructure Specialist

Required

• Two years of progressively responsible work experience in an IT-related profession. College coursework which included IT or closely related discipline may substitute for experience: 60 semester hours of or an associate degree may substitute for one year of experience; 90 semester hours or a bachelor's degree may substitute for two years.

• Demonstrated experience and/or coursework in server operating systems

Preferred

• Demonstrated experience managing Linux servers

• Demonstrated experience managing Windows servers

• Demonstrated experience managing cloud infrastructure (e.g., VMware, AWS)

• Demonstrated experience with application programming interfaces (APIs, e.g., REST, SOAP, etc.)

• Demonstrated understanding of IT Service Management processes and principles (ITIL, ITSM, DevOPs)

Senior IT Infrastructure Specialist

Required

• Four years of progressively responsible work experience in an IT-related profession. College coursework which included IT or closely related discipline may substitute for experience: 60 semester hours of or an associate degree may substitute for one year of experience; 90 semester hours or a bachelor's degree may substitute for two years.

• Demonstrated experience managing Linux servers

• Demonstrated experience managing Windows servers

• Demonstrated experience with application programming interfaces (APIs, e.g., REST, SOAP, etc.)

Preferred

• Demonstrated experience managing cloud infrastructure (e.g., VMware, AWS)

• Demonstrated experience supporting people using high-performance computing (HPC) clusters

• Demonstrated understanding of IT Service Management processes and principles (ITIL, ITSM, DevOPs)

• Demonstrated experience with agile development practices, automation techniques, containerization platforms, and/or infrastructure as code platforms (Terraform, CloudFormation, Heat, etc.)

Knowledge, Skills, and Abilities:

Successful candidates will have:

• Demonstrated knowledge and understanding of service life cycle management processes (e.g., change management, monitoring, testing, release management, security, capacity planning, business continuity, and disaster recovery)

• Commitment to follow accessibility and usability standards.

• Basic project management skills and knowledge.

• Proven creative problem-solving skills.

• Demonstrated ability in effective communication and collaborating in a team environment.

• Demonstrated commitment to customer service.

• Ability to use good judgment and work with limited supervision.

• Ability to effectively leverage online resources, user forums, knowledge bases, and phone support to maintain service continuity Knowledge of programming in at least one scripting language

APPOINTMENT INFORMATION

The IT Infrastructure Specialist or Senior IT Infrastructure Specialist is a 100% full-time, benefits-eligible civil service IT Technical Associate position. One position is available and level will depend on candidate qualifications. The expected start date is as soon as possible after the closing date. Salary is commensurate with experience and qualifications.

APPLICATION PROCEDURES & DEADLINE INFORMATION
Applications must be received by October 4, 2022. Apply for this position using the Apply Now button at the top or bottom of the posting on www.jobs.illinois.edu . Upload a cover letter and CV/resume. An online application will require names and contact information for three professional references. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through this website will not be considered. For further information about this specific position, please contact hiring manager David Gerstenecker via e-mail at dgersten@illinois.edu . For questions regarding the application process, please contact 217-333-2137.

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, COVID-19 vaccination requirement, 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. 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 .

Requisition ID: 1011536
Job Category: Technical
Apply at: https://jobs.illinois.edu



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