IT User Support Tech

VICE PRESIDENT'S OFFICE (UA-VPOF-IUBLA)

The IU Bloomington School of Education is known for preparing reflective, caring, and skilled educators who make a difference in the lives of their students in Indiana, throughout the United States, and around the world. Our mission is to improve teaching, learning, and human development in a global, diverse, rapidly changing, and increasingly technological society.

University Information Technology Services (UITS) at Indiana University provides the technology, tools, and services you need to succeed. We support IU's vision for excellence in research, teaching, outreach, and lifelong learning. We foster 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 Helpdesk Technician is part of the UITS team serving the IU Bloomington School of Education. We are dedicated to providing excellent IT services and support to instructors, employees, and departments within the School of Education.

Education Technology Services sits within the Client Technology Support division of UITS, and serves to meet the IT needs of faculty, staff, and students in the School of Education. We are a vibrant and energetic team dedicated to having a positive impact on the School, modeling excellence in departmental IT support, and developing our team within a caring and supportive culture.

Join a robust IT support team at the heart of Indiana University's School of Education! In this role, you will have the opportunity to work closely with the 200 full-time faculty and staff, plus many more part-time and academic employees. Your work will also indirectly support the thousands of students at the School of Education.

As a Contact Center Technician with Education Technology Services, you will provide comprehensive IT support to faculty and staff, and contributes to student success through projects involving classroom maintenance, service documentation, and more. This position provides an excellent platform to enrich your technology skills and contribute to the core mission of Indiana University while building relationships within the tight-knit SOE community.

Department-Specific Responsibilities

• Provides rapid-response technical support to instructors in classrooms.
• Delivers technical support via phone, email, and in-person to School of Education employees.
• Collaborates with other IT teams across IU to address and resolve issues with IU software and systems.
• Assists with the purchase of software and technology hardware.
• Prepares workstations through endpoint management solutions to deploy standard software and configurations.
• Facilitates maintenance and repair of classroom and conference room technology.
• Documents work effectively and ensures all standards are met to describe issues, updates, and resolutions.
• Provides advice and consultation on technology best practices.
• Stays up-to-date on emerging technologies and IU services, and makes recommendations to improve IT support processes and procedures.
• Communicates effectively with colleagues and clients in resolving problems and addressing needs.
• Provides mentoring and limited supervision for junior support staff.
• Ensures all documentation standards are met (issues, resolutions, updates/changes)

General Responsibilities

• 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/or senior-level support staff.
• Interprets problems and provides technical support for hardware, software, and systems; follows established protocols to provide technology solutions in support of students, faculty and staff.
• 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, and follows up with clients until a satisfactory resolution is reached.

EDUCATION

Required

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

Preferred

• Associate's degree or equivalent (2-year program completion)

WORK EXPERIENCE

Required

• 2 years of computer support or related experience

Preferred

• 1 year of experience working with IU services and IT systems
• 1 year of experience in a customer service, client support, or similar service-oriented role
• 2 years experience working in a technology-related role

Combinations of related education and experience may be considered

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
• 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 and Microsoft Office suite
• Skilled in utilizing and troubleshooting university systems

Preferred

• Strong customer service focus
• Ability to set priorities and manage time effectively
• Attention to detail and accuracy, even in tense or stressful situations
• Strong understanding of Windows and macOS operating systems, software deployment, and patch management
• Sound understanding of mobile technology (Devices, Operating Systems, and Applications)
• Drive to acquire knowledge and stay abreast of trends and innovations
• Familiarity with the IU Knowledge Base
• Familiarity with recent versions of Windows, macOS, Android, iOS, and ChromeOS
• Familiarity with Jamf and SCCM for endpointment management
• Familiarity with Buy.IU and IU purchasing processes including the SSSP

This position requires the ability to communicate effectively and to operate computers and other related technical equipment. This role occasionally involves moving and setting up workstations and classroom technology, including running cables under desks and in tight spaces. The person in this role must be able to perform the essential functions with or without an accommodation.

Not sure you meet all qualifications? Let us decide!

Research shows that women and members of other under-represented groups often decide not to apply for a job due to a mistaken belief that they are not qualified enough.

We believe in creating a workplace that fosters diversity and belonging, and in the powerful positive impact of different backgrounds and perspectives.

Hiring Process Steps

The hiring committee will screen applicants after the position closes on July 9. They will select at least 4 and no more than 8 applicants whose submitted materials reflect the best alignment with the requirements of this position.

Selected candidates will be contacted by email and invited to select an interview slot from a pre-determined list of options.

Interviews will be conducted remotely, using Zoom when possible. An in-person interview can be arranged instead, if preferred.

Candidates will be assessed only against job requirements and core competencies. Interview venue and attire, personality, and other characteristics unrelated to this role will not be considered.

Timeline

• June 26 - July 9: collect applications
• July 10-July 14: review applicants and send interview invitations
• July 17-July 20: interview applicants
• August 7: target start date

All dates are estimated; this schedule reflects the soonest each step will occur.

Bloomington, Indiana
Wendell W. Wright School of Education
201 North Rose Avenue, Bloomington, Indiana 47405

This position is eligible for a hybrid schedule (mix between remote and in-person work), after a training period, and with exceptions for high-volume periods such as the first week of classes.

This is subject to change in the future based on university policy and business needs.

This position will start at a salary of $39,000 per year, or $18.75 per hour.

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: Intermediate

FLSA: Nonexempt

Job Function: Information Technology

Job Family: IT User Support

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 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.

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