IT User Support Specialist at Indiana University in Bloomington, Indiana

Job Description:

Department



UITS UNIVERSITY ADMIN TECHNOLO (UA-CTUA-IUBLA)



Department Information



At University Information Technology Services (UITS) we provide the technology, tools, and services you need to succeed. UITS supports IU's vision for excellence in research, teaching, outreach, and lifelong learning. We ensure a workplace that encourages growth, flexibility, and creativity, as well as a culture that champions inclusion, diversity, and overall employee well-being through programs supported university wide. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.


(UITS) Client Technology Support staff provides onsite, concierge style IT support to administrative and auxiliary units across Bloomington and Indianapolis. This position works out of the Bloomington Campus working with both the Office of Student Life and Vice Provost for Undergraduate Education IT teams.



Job Summary



Come join a collaborative IT support team at Indiana University! This role is a unique opportunity to work at the intersection of the University's Student Life and Undergraduate Education missions. In this role, you will have the opportunity to interact with experts in multiple IT fields, collaborate with colleagues running multiple IU core services, and you'll support the staff and students that make IU a world-class leader in higher education.


Department-Specific Responsibilities

• Works as a joint member of the Office of Student Life IT (OSLIT) and Office of the Vice Provost for Undergraduate Education (OVPUE) teams, with a primary focus on providing technical support for all user-facing IT service requests.


• Provides technical service and support of Windows 10/11 based client systems, custom and third-party applications to include MS Office 365 and printers throughout the OSL/OVPUE locations on the IU Bloomington Campus.


• Responds to, resolves, or escalates all phone and ticket-based IT service requests.


• Participates in all aspects of direct end-user support operations.


• Receives, troubleshoots, resolves/escalates IT Support requests in the Service Now ticketing system.


• Creates, proofreads, updates, maintains end-user support documentation.


• Updates the IT Inventory database.


• Participates in perpetual hardware lifecycle replacement program.


• Keeps the IT offices organized, and hardware labeled.


• Responsible for endpoint decommissioning and hard drive wiping.


• Assists with IU Surplus IT hardware disposal process.


• Reimages and deploys end user computing equipment using SCCM and JAMF


• Ensures hardware complies with IU IT Security policies, including compliance with patch management, driver updates, inventory management, and password policies.

General Responsibilities

• Provides technical consulting, advising, and systems analysis services for client-supported software and systems.


• Utilizing 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 advice for best practices of deployment of collaboration solutions; partners with appropriate technical staff on unique problems requiring specialized knowledge.


• Conducts research and stays up-to-date on emerging technologies, trends, and best practices; 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).

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

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

WORK EXPERIENCE



Required

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

Preferred

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

LICENSES AND CERTIFICATES



Preferred

• Possesses a valid driver's license with the ability to be insured by Indiana University

SKILLS



Required

• Proficient communication skills


• Maintains a high degree of professionalism


• Demonstrated 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 knowledge in area of specialty


• Highly thorough and dependable


• Demonstrates a high level of accuracy, even under pressure


• Friendly and service-oriented


• Excellent organizational skills


• Sound understanding of mobile technology (Devices, Operating Systems, and Applications), network fundamentals (LAN/WAN and Wireless), Internet messaging protocols (ssh, SSL, SMTP, IMAP, MAPI) and IP Telephony


• Strong understanding of Windows Active Directory, Group Policy Objects management, patch management, network fundamentals, IP protocol suite and applications, Exchange and various email client software

Preferred

• Familiarity with the technical landscape at IU


• Ability to program using Powershell and Windows Script Host

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 50 pounds. The person in this role must be able to perform the essential functions with or without an accommodation.



Advertised Salary



$52,000 per year



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: Career


FLSA: Exempt


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.



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