IT User Support Specialist

ONSITE SUPPORT (UA-CONS-IUBLA)

At EITS, a division of University Information Technology Services (UITS), we empower success by delivering cutting-edge technology, tools, and services. UITS plays a vital role in supporting Indiana University's mission of excellence in research, teaching, outreach, and lifelong learning.

We foster a workplace culture that prioritizes growth, flexibility, and creativity while championing employee well-being through university-wide initiatives. As an Equal Opportunity Employer, we are committed to helping every team member realize their full potential.

EITS provides 24/7/365 IT support across IU campuses, specifically for high-profile executives and their teams, including:

• The President, Executive Vice Presidents, and Vice Presidents
• University General Counsel
• Office of the IU Indianapolis Chancellor
• IU Board of Trustees

Additionally, we offer comprehensive technical support for internal UITS staff at Indiana University Bloomington (IUB), Indiana University Indianapolis (IUI) and Indiana University Capital Campus (IUCC).

Join us and contribute to a dynamic environment where technology meets innovation, and your skills help shape the future of IU.

• Serves as the primary point of contact for executive technology needs and issues.
• Configures, deploys, maintains, and replaces executive computers, mobile devices, and peripherals.
• Provides onsite and remote support for executive meetings, presentations, and events.
• Prepares and supports technology for executive domestic and international travel.
• Prioritizes and manages executive support requests based on urgency and business impact.
• Maintains accurate IT asset, equipment, and configuration records.
• Assists with account access, MFA, password resets, and identity-related support.
• Protects confidential executive and corporate information and follow IT security policies.
• Coordinates technology support for special events, including events occurring outside standard business hours.
• Serves as the building point of contact with Network Infrastructure and other IT teams to help maintain reliable network uptime and connectivity.
• Coordinates building technology needs, set priorities, and sequence tasks to support daily operations and organizational objectives with some oversight.
• Operates with high autonomy and self-direction as the sole on-site IT specialist for the DC location, independently managing daily technical support, site priorities, and issue resolution with minimal direct supervision.

• Provides experienced technical consulting, advising, and systems analysis services including multi-platform expertise for client-supported software and systems.
• Utilizing experienced system analysis techniques and procedures, conducts research and evaluates use of existing technology solutions and their future releases, new product releases of client software, and emerging technologies, applications, and industry trends.
• Provides experienced advice and consultation on best practices of deployment of collaboration solutions; collaborates with appropriate technical staff on unique problems requiring specialized knowledge.
• Conducts research and stays up-to-date on emerging technologies; makes recommendations to improve IT support processes and procedures.
• Communicates effectively with clients in resolving escalated issues.
• Provides informal and formal training to faculty, staff, and students on information technology; provides training, leadership, and mentors junior level appointed support staff.
• Ensures all documentation standards are met (issues, resolutions, updates/changes).

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.

• Bachelor's degree (preferably in computer science or related field).

• 2 years of providing technical computing support to users via direct consultation, development and delivery of computing education, writing user documentation, or related experience.

• 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.
• Seeks to acquire…