Computer Assistant (IT User Support Technician)
Company: Indiana University
Location: Indianapolis
Posted on: April 26, 2024
Job Description:
DepartmentUITS ENTERPRISE SUPPORT (UA-CCSU-IUINA) Department
InformationAt 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. The Enterprise Support division within
UITS provides technology support services for students, faculty,
staff, parents, alumni, donors, and other external audiences at
Indiana University. The support is broad, deep, and structured to
assist with the use of technology in their work, studies, and
research. Our Consultants provide technical support via phone,
chat, email, walk-in, in the online IU Knowledge Base, in Student
Technology Centers and campus housing. 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 doCome join our
team! We are currently hiring within Frontline, the group within
University Information Technology Services (UITS) which provides
tier 1 technical assistance to the IU Community. 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.Job
SummaryThe award winning UITS Support Center is currently hiring a
full-time Consultant to join our team. Consultants in this position
gain valuable client service experience and technical knowledge
that will improve their career marketability. Numerous former
Consultants have moved on to higher-level positions within the
Support Center and other groups within UITS and the university.
This position provides tier 1 technical assistance to students,
faculty, and staff via phone, chat, email, and walk-in. We are
committed to providing excellent customer service during every
single client contact. Our support is available 24 hours a day, 7
days a week. Department-Specific Responsibilities
- Provides support to clients to resolve problems for multiple
service areas, including but not limited to:
- Uses all available tools to assist in problem solving.
- Researches answers when not immediately knowledgeable using
online resources.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.QualificationsEDUCATIONRequired
- High school diploma or equivalent (such as HSED or GED).
Preferred
- Associate's degree. WORK EXPERIENCEPreferred
- Client service experience. LICENSES AND CERTIFICATESPreferred
- COMPTIA A+ certification upon date of hire. SKILLSRequired
- Proficient communication skills.
- Maintains a high degree of professionalism.
- Demonstrated 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 systemsPreferred
- Ability to provide accurate and complete documentation.
- Ability to adhere to work schedule.
- Demonstrated ability to make timely and effective decisions
based on available information.
- Demonstrates ability to encourage others and is receptive to
suggestions and solutions from others.Working Conditions /
DemandsThis 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.Phone, email, and chat shifts will
be conducted in either a work-from-home environment or an in-office
environment and may transition back to a full-time in-office
environment at a later date. To be considered for remote work,
consultants are required to have a stable internet connection and a
quiet environment from which to work. Consultants will need to
provide their own headset with microphone and confirm it is in good
working order.Work LocationIndianapolis, IndianaThis position is
eligible for remote work or to work a hybrid schedule (mix between
remote and in-person work), subject to change in the future based
on university policy and business needs. Advertised Salary$31,200 -
$33,322 per year based on experience. Work Hours40 hours per
week.Required to be available to work evening and/or weekend
shifts. Benefits OverviewFor 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 ClassificationCareer
Level: FoundationalFLSA: NonexemptJob Function: Information
TechnologyJob Family: IT User SupportClick here to learn more about
Indiana University's Job Framework.Posting DisclaimerThis 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 OpportunityIndiana 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 SecurityThe 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.Contact UsRequest
SupportTelephone: 812-856-1234
Keywords: Indiana University, Lawrence , Computer Assistant (IT User Support Technician), IT / Software / Systems , Indianapolis, Indiana
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