IT User Support Technician

ONSITE SUPPORT (UA-CONS-IUEAA)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. Follows up with clients until a satisfactory resolution is reached.This position is posted at the Intermediate Career Level but may be filled at the Foundational Career Level depending on the candidate's qualifications. Although they will be similar, the duties and responsibilities may differ if filled at the lower rank. Please see the qualifications for each level listed below.Intermediate Requirements: 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.EDUCATIONRequiredHigh school diploma or equivalent (such as HSED or GED).PreferredAssociate's degree.RequiredWORK EXPERIENCE2 years of computer support or related experience.LICENSES AND CERTIFICATESPreferredCOMPTIA A plus certification upon date of hire.SkillsRequiredProficient written and verbal 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. Basic knowledge of Microsoft Office suite.Skills utilizing and troubleshooting university systems.Foundational Requirements: 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.EDUCATIONPreferredSome prior experience in related field.LICENSES AND CERTIFICATESRequiredProficient written and verbal 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.Highly thorough and dependable.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.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.IU East CampusRichmond, IndianaThis is an in-person positionFor full-time staff employees, Indiana University offers a wide array of benefits including:Comprehensive medical and dental insuranceHealth savings account with generous IU contributionsHealthcare and dependent care flexible spending accountsBasic group life insurance paid by IUVoluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insuranceBase retirement plan with generous IU contributions, subject to vestingVoluntary supplemental retirement plan optionsTuition subsidy for employees and family members taking IU courses10 paid holidays plus a paid winter break each yearGenerous paid time off plansPaid leave for new parents and IU-sponsored volunteer eventsEmployee assistance program (EAP)Learn more about our benefits by reviewing the IU Benefit Programs Brochure.Career Level: IntermediateFLSA: NonexemptJob Function: Information TechnologyJob Family: IT User SupportClick 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 [email protected] or by visiting IUPD.Request SupportTelephone: 812-856-1234