IT User Support Specialist

About the role

The Enterprise Support division within University Information Technology Services (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.

Responsibilities

• Provides technical consulting, advising, and systems analysis services for client-supported software and systems.
• Manages performance of hourly staff through mentoring and clearly communicates progress and areas of improvement through regular meetings; influences hourly staff to accomplish desired goals.
• Serves as an IT support lead, providing guidance to junior team members as needed and acting as an escalation point for difficult problems.
• Documents and tracks calls received and follows up with clients until a satisfactory resolution is reached.
• Trains, mentors, and oversees the work of hourly and temporary workers.
• Communicates effectively with clients in resolving escalated issues.
• Maintains a high degree of professionalism.
• Adheres to documentation standards (issues, resolutions, updates/changes).

Qualifications

• Required: Bachelor's degree (preferably in computer science or related field.)
• Preferred: COMPTIA A+ certification.
• Some experience providing technical computing support to users via direct consultation, development and delivery of computing education, writing user documentation, or related experience.
• Education beyond the minimum required may be substituted for work experience.
• Work experience beyond the minimum required may be substituted for education.

Skills

• 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.
• Sounds 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.

Benefits

This 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. 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).