IT User Support Technician

Department

ONSITE SUPPORT (UA-CONS-IUBLA)

Department Information

University Information Technology Services (UITS) provides innovative technology services and support that advance Indiana University's missions of teaching, learning, research, and service.

UITS delivers enterprise technology solutions, infrastructure,cybersecurity, and customer support to the Indiana University community.

The UITS Onsite Support team provides responsive, customer-focused technical support for faculty, staff, and affiliated users acrossthe Bloomington campus. The Zone 5 team supports a diverse portfolio of academic and administrative units across multiple buildings by delivering onsite and remote assistance for university-managed technology.

Job Summary

• Provides mid-level technical support to faculty, staff, and students; resolves mid and low-level problems and, as necessary,refers more complex problems to appropriate supervisors and/orsenior-level support staff.
• Interprets problems and provides technical support forhardware, software, and systems; follows established protocols toprovide technology solutions in support of students, faculty andstaff.
• Shares resources and training materials to assist users;identifies recurring difficulties/problems and reports on trends;updates documentation as needed.
• Stays up-to-date and maintains knowledge of all services offered and/or supported by the university.
• Documents and tracks calls received. Follows up with clients until a satisfactory resolution is reached.

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).

• Associate's degree.

WORK EXPERIENCE

Required

• 2 years of computer support or related experience.

• 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.
• Friendly and service-oriented.
• Experienced understanding of computer operating systems.
• Basic knowledge of Windows and Mac desktops. Basic knowledge of Microsoft Office suite.
• Skills utilizing and troubleshooting university systems.

Working Conditions / Demands

This position requires the ability to communicate effectively andto operate computers and other related technical equipment. Therole is required to maintain and interact with computers and frequently move objects weighing up to 50 pounds. The person inthis role must be able to perform the essential functions with orwithout an accommodation.

Work Location

Primarily onsite at the Indiana University Bloomington campus across multiple buildings

Work Hours

Monday-Friday 8:00 am-5:00 pm

Benefits Overview

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

• Comprehensive medical and dental insurance
• Health savings account with generous IU contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance
• Base retirement plan with generous IU contributions, subject tovesting
• Voluntary supplemental retirement plan options
• Tuition subsidy for employees and family members taking IUcourses
• 10 paid holidays plus a paid winter break each year
• Generous paid time off plans
• Paid leave for new parents and IU-sponsored volunteer events
• Employee assistance program (EAP)

Job Classification

Career Level:

Intermediate

FLSA:
Nonexempt

Job Function:
Information Technology

Job Family: IT User Support

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