Technical Support Specialist

Title: Technical Support Specialist (Contract)

Location: Chicago United States

Job Description:

School of Social Work, Office of Workforce Development

University of Illinois Urbana-Champaign

Located in Chicago, Illinois

Job Summary

Apply user-centric design principles, methodologies, and techniques to develop interactive experiences for web applications including learning management systems, websites, and mobile apps. Work closely with users, designers, Learning and Development administration, sponsors and quality assurance testers to help develop and evaluate usability and accessibility of online and virtual training content. Provide recommendations for the organization of information delivery and access in web, DCFS Learning management systems, and mobile applications.

Duties & Responsibilities

• Online Training Management

Perform analysis on user interaction with web applications, websites, learning management systems, and mobile applications. Test and identify design elements, application behavior, screen navigation that help create intuitive and well-designed user interfaces for applications. Assist the information training system coordinator support technology needs for the Office of Learning & Professional Development as needed. Assist in providing end-to-end technical support and problem resolution for participant users of online child welfare related training.

• Content Development & Management

Assist in project management initiatives, including monitor and evaluate work products of team members for quality and adherence to standards, and best practices to stay up to date on technologies, standards, and usability and design techniques. Support the team's effort to comply with state and federal mandates such as Title II ADA guidelines. Apply principles of user centric design to develop the best possible user experience. Communicate ideas, requirements, application behavior, and design concepts through written and verbal communications including presentations, mockups, and interactive prototypes. Collaborate and/or partner with the design team to identify, analyze, refine, and develop online curriculum solutions. Use principles and best practices of website design and development to ensure that course content designs are accessible and meet state accessibility laws.

• Other duties as assigned that are reasonably within the scope of duties enumerated above.

Travel Requirements

Statewide travel required.

Minimum Qualifications

• 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: 30 semester hours equals one (1) year, Associate's Degree (60 semester hours) equals eighteen (18) months, 90 semester hours equals two (2) years, Bachelor's Degree (120 semester hours) equals three (3) years).

Preferred Qualifications

• Experience assessing training needs and developing related content.
• Experience with eLearning resources and authoring tools or closely related field. Strong project analysis, and research skills.
• Proficiency in Articulate Storyline software, Camtasia, Vyond, and Adobe Creative.

Knowledge, Skills and Abilities

• Knowledge and/or the ability to learn and research the ADA online education requirements (strong understanding of WCAG 2.1 level AA guidelines).
• Ability to manage multiple projects simultaneously.
• Excellent communications skills to effectively interact with internal and external collaborators and clients.
• Excellent problem-solving skills to address difficult, complex issues.
• Ability to work independently and to exercise good judgment and discretion in the performance of all work assignments.
• Proficiency in LMS's, online web design, online curriculum development, instructional design.

Appointment Information

This is a 100% full-time Civil Service 5031 - Information Technology Technical Associate position, appointed on a 12-month basis. The expected start date is as soon as possible after the search posting closes. The budgeted salary range for this position is $62,000 - $65,000. Salary is competitive and commensurate with qualifications and experience, while also considering internal equity. Sponsorship for work authorization is not available for this position. Hybrid work options may be available for this position with the ability to be on-site as needed per the University's Workplace Flexibility policy.

 

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.

Champaign-Urbana