Computer Assistant (IT User Support Technician) at Indiana University in Bloomington, Indiana

Job Description:

Department



UITS ENTERPRISE SUPPORT (UA-CCSU-IUBLA)



Department Information



At University Information Technology Services (UITS) 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. Our core values define who we are, how we act and what we aspire to, which helps us to make amazing things happen in each neighborhood, community, and county we touch. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.


Support Center In-Person Support (SCIPS) is a client-focused group within the Enterprise IT Support division of UITS.


The Enterprise IT Support division within University Information Technology Services (UITS) provides technology support services for students, faculty, and staff at Indiana University. The support is broad, deep, and structured to assist with technology use in their work, studies, and research. Our team provides support for client technology issues and CrimsonCard via phone, email, and in-person assistance.


Our mission, vision and core values define who we are, how we act and what we aspire to accomplish, which helps us to make amazing things happen.



Mission:
Empowering the IU community to succeed through excellent IT services and support.



Vision:
Utilize innovation, technology, and human resources to provide best-of-class IT support, services, and user communication to the IU community.



Values:

• Success through empowering people


• Understanding our clients' needs


• Participating in meaningful partnerships


• Providing an environment for innovation


• Outstanding service is our norm


• Respect and integrity underpinning all


• Teamwork and communication in everything we do

Come join our team! We are currently hiring within SCIPS, the group which provides tier 1 technical in-person assistance to the IU Community. We assist with technology and credentials for the students, faculty, staff and affiliates at Indiana University. CrimsonCard is the official photo ID card for all Indiana University campuses and provides access to essential university services, such as printing, meal plans, libraries, and recreational sports facilities along with secure entry to campus buildings and residence halls. It is also accepted as payment by hundreds of retailers across the state.



Job Summary



Department-Specific Responsibilities

• Assists in monitoring SCIPS staff performance in the form of ServiceNow ticket tracking, Canvas course progress, documentation maintenance, and training of SCIPS part-time team members.


• Assists in the review of training materials.


• Provides client service support via in-person, email, and phone for CrimsonCard services, the in-person helpdesk, and student residential housing networks.


• Documents all client interactions for research, review, and future reference.


• Issues photo ID cards to eligible students, faculty, staff, and affiliates of the University.


• Reviews, approves, and processes online photo submissions and mail-out requests for ID cards.


• Coordinates ID card distribution for departments/groups and consults with representatives to identify and address program needs.


• Processes sales for CrimsonCard deposits and merchandise.


• Regularly reviews and updates documentation in the IU Knowledge Base and CrimsonCard website for both internal and public consumption.


• Provides guidance to part-time team members as needed.


• Builds and maintains business relationships with a variety of customers, including current and prospective students, parents, employees and dependents, departmental representatives, and other stakeholders, to promote customer loyalty and provide information about university programs and services.


• Maintains high standards of confidentiality of all records and documents.

General Responsibilities

• Provides front-line technical support to faculty, staff and students; resolves entry-level problems.


• Follows established protocols to provide technology solutions in support of students, faculty and staff; escalates complex issues/problems to next level support or supervisor.


• Shares existing resources and training materials to assist users; assists in identifying 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, and assists with following up with clients until a satisfactory resolution is reached.

Qualifications



EDUCATION



Required

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

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


• Friendly and service-oriented


• Demonstrated understanding of computer operating systems and excellent customer service


• Basic knowledge of Windows and Mac desktops and Microsoft Office Suite


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



Work Location



This position is based out of Bloomington, Indiana.


This position requires you to be in-person.



Advertised Salary



The expected annual salary for this position is $35,360.



Benefits Overview



For full-time staff employees, Indiana University offers a wide array 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 to vesting


• Voluntary supplemental retirement plan options


• Tuition subsidy for employees and family members taking IU courses


• 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)

Learn more about our benefits by reviewing the IU Benefit Programs Brochure.



Job Classification



Career Level: Foundational


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.



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