IT User Support Tech
Indiana University

Department

UITS ACADEMIC TECHNOLOGY SUPPO (UA-CATS-IUBLA)

Department Information

The IU Bloomington School of Education is known for preparing reflective, caring, and skilled educators who make a difference in the lives of their students in Indiana, throughout the United States, and around the world. Our mission is to improve teaching, learning, and human development in a global, diverse, rapidly changing, and increasingly technological society.

University Information Technology Services (UITS) at Indiana University provides the technology, tools, and services you need to succeed. We support IU's vision for excellence in research, teaching, outreach, and lifelong learning. We foster a workplace that encourages growth, flexibility, and creativity, as well as a culture that champions inclusion, diversity, and overall employee well-being. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours. The Helpdesk Technician is part of the UITS team serving the IU Bloomington School of Education. We are dedicated to providing excellent IT services and support to instructors, employees, and departments within the School of Education.

Education Technology Services sits within the Client Technology Support division of UITS, and serves to meet the IT needs of faculty, staff, and students in the School of Education. We are a vibrant and energetic team dedicated to having a positive impact on the School, modeling excellence in departmental IT support, and developing our team within a caring and supportive culture.

Why Work Here?

• Make a difference. We believe in the power of education, and the work we do here is changing lives in schools and communities throughout the state, the country and the world.
• A commitment to diversity, equity and inclusion. We believe that diversity, equity, and inclusion are vital to who we are and the work that we do as educators. Each month staff and faculty come together in our
• Community Conversations to learn with and from one another as we work tirelessly in our fight against racial injustice.

Job Summary

• Provides senior-level technical support to faculty, staff, and students; resolves senior-level problems and, as necessary, escalates the most critical/complex problems to appropriate leadership.
• Serves as a IT support lead, providing guidance to junior team members as needed and acting as an escalation point for difficult problems.
  Interprets complex technical problems and provides support for hardware, software, and systems.
• May assist with testing and implementing new and existing technology solutions to address user support issues.
• Stays up-to-date and maintains knowledge of all services offered and/or supported by the university.
• Documents and tracks calls received, and follows up with clients until a satisfactory resolution is reached.
• May be responsible for training and overseeing the work of hourly and temporary workers.

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED)

Preferred

• Bachelor's degree

WORK EXPERIENCE

Required

• 4 years of computer support or related experience

LICENSES AND CERTIFICATES

Preferred

• COMPTIA A+ certification Upon Date of Hire

SKILLS

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrates time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Highly thorough and dependable
• Possesses a high degree of initiative
• Ability to build strong customer relationships
• Friendly and service-oriented
• Expertise with Windows and/or Mac operating systems and software
• Expertise with Microsoft Office suite
• Expertise with university systems

Working Conditions / Demands

This position requires the ability to communicate effectively and to operate computers and other related technical equipment. The role is required to maintain and interact with computers and frequently move objects weighing up to 30 pounds. The person in this role must be able to perform the essential functions with or without an accommodation.

Additional Information

ETS intends to fill this position as quickly as possible and candidates are encouraged to apply quickly to ensure their application is considered.

Work Location

This position is located in the Wendell W. Wright Education Building, on the IU Bloomington Campus:

201 N Rose Ave
Bloomington, IN 47405

The position is eligible for a hybrid schedule including one or more remote work days, after successful completion of probationary period.

Remote work arrangements are subject to IU's policy on Remote Work:
https://hr.iu.edu/relations/remote-work.html

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure.

Job Classification

Career Level: Mastery

FLSA: Nonexempt

Job Function: Information Technology

Job Family: IT User Support
Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

Contact Us

Request Support
Telephone: 812-856-1234

This job has expired.