IT User Support Specialist, Luddy School

UITS ACADEMIC TECHNOLOGY SUPPO (UA-CATS-IUINA)

At University Information Technology Services (UITS) we provide the technology, tools, and services you need to succeed. UITS supports Indiana University's (IU) 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. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.

The Indiana University Luddy School of Informatics, Computing, and Engineering is one of the world's largest, broadest, and best technology and information schools. The Luddy School shapes the future through interdisciplinary research and education that make the impossible possible and solve the problems of tomorrow today.

Department-Specific Responsibilities

• Provides highly personalized IT support, enabling teaching and research at the Luddy School of Informatics, Computing, and Engineering.
• Provides technical support and consulting to faculty, staff, and students of the Luddy School of Informatics, Computing, and Engineering; resolves mid and low-level problems and, as necessary, refers more complex problems to appropriate supervisors and/or senior-level support staff.
• Triages service requests received regarding Mac, Linux, and Windows based systems.
• Documents and tracks calls received and follows up with clients until a satisfactory resolution is reached.
• Works with procurement to order, inventory, and deliver hardware.
• Assists with hardware inventory control.
  
  

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.
• 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.
• May provide informal and formal training to faculty staff and students on information technology.
• Adheres to documentation standards (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.

EDUCATION

Required

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

Preferred

WORK EXPERIENCE

• Related experience
  
  

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
• Seeks to acquire knowledge in area of specialty
• Friendly and service-oriented
• Excellent organizational skills
• Sound understanding of network fundamentals, and understanding and application of existing industry best practices
• Knowledge and skill in recent Microsoft Office suite
• Familiarity with recent Microsoft Windows and Macintosh client OSes, Exchange, common email clients
  
  

Preferred

• Familiarity with Windows, Mac, and Unix/Linux desktop systems, laptops, printing, and hardware support
• Ability to work effectively both independently and as part of a team
• Thrives on variety in day-to-day work
• Motivated by helping others
  
  

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.

Indianapolis, Indiana

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.

Career Level: Core

FLSA: Exempt

Job Function: Information Technology

Job Family: IT User Support

Click here to learn more about Indiana University's Job Framework.

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.

Indiana University is an equal opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University Notice of Non-Discrimination here which includes contact information.

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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Telephone: 812-856-1234