IT User Support Technician

We need to produce HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. No job title heading. No Job ID. Remove boilerplate, navigation, legal, EEO, etc. Preserve all substantive info. We need to parse the posting. Content: - ONSITE SUPPORT (UA-CONS-IUSEA) Provides senior-level technical support to faculty, staff, and students; resolves senior-level problems and, as necessary, escalates the most critical/complex problems to appropriate leadership. Serves as a IT support lead, providing guidance to junior team members as needed and acting as an escalation point for difficult problems. Interprets complex technical problems and provides support for hardware, software, and systems. May assist with testing and implementing new and existing technology solutions to address user support issues. 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. May be responsible for training and overseeing the work of hourly and temporary workers. That's responsibilities. - 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 High school diploma or equivalent (such as HSED or GED). Preferred Bachelor's degree. - Required WORK EXPERIENCE 4 years of computer support or related experience. - LICENSES AND CERTIFICATES Preferred COMPTIA A plus certification upon date of hire. - Skills Required Proficient with 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. Possesses a high degree of initiative. Ability to build strong customer relationships. Friendly and service-oriented. Expertise with Windows and/or Mac operating systems and software. Expertise with Microsoft Office suite. Expertise with university systems. Expertise with classroom audio/visual 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. - Indiana University (IU) Southeast Campus New Albany, Indiana This is an in-person position. - For full-time staff employees, 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) Learn more about our benefits by reviewing the IU Benefit Programs Brochure. - Career Level: Mastery FLSA: Nonexempt 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. Request Support Telephone: 812-856-1234 We need to remove boilerplate: equal opportunity, ADA, security report, request support telephone, etc. Also remove application instructions (click here, submit application within 5 days, cover letter, etc). Also remove posting close date info, etc. Also remove "Career Level: Mastery FLSA: Nonexempt Job Function: Information Technology Job Family: IT User Support Click here to learn more about Indiana University's Job Framework." Might be considered metadata but maybe we can keep as short paragraph? The instruction: "Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it." So we can include a short paragraph for metadata like location, career level, FLSA, etc. But we should avoid duplication. We need sections: About the role (maybe a brief summary), Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have no explicit Pay or Schedule info. So we should NOT include Pay or Schedule sections because posting does not state them. So we omit those. We have Benefits: yes, we have a list. We have Skills: yes. We have Qualifications: maybe education, experience, licenses/certs. We have Requirements: maybe education, experience, etc. But we need to avoid duplication. The instruction: "Prefer a few substantive sections over many thin ones." So we could combine Education/Experience/Licenses into a "Qualifications" section. Or we could have "Requirements" for required items and "Qualifications" for preferred. But we need to decide. Let's extract: Required: - High school diploma or equivalent. - 4 years of computer support or related experience. - Ability to communicate effectively, operate computers, move up to 50 lbs. - In-person position (New Albany, IN). - Must be able to perform essential functions with or without accommodation. Preferred: - Bachelor's degree. - COMPTIA A+ certification upon hire. - Expertise with Windows/Mac OS, MS Office, university systems, classroom AV. - Skills: communication, professionalism, time management, quality commitment, flexibility, thoroughness, dependability, initiative, customer relationships, friendly/service-oriented. Also responsibilities list. We could structure:

About the role

Provides senior-level technical support to faculty, staff, and students; resolves senior-level problems and escalates critical/complex issues; serves as IT support lead, guiding junior staff and acting as escalation point; interprets complex technical problems; supports hardware, software, and systems; assists with testing/implementing technology solutions; maintains knowledge of university services; documents/tracks calls and follows up; may train and oversee hourly/temporary workers.

Responsibilities

... list each duty as li. But we might combine About the role and Responsibilities? The instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have both About the role and Responsibilities. But we should avoid thin sections. However we have enough content for each. Let's list responsibilities as bullet points: - Provides senior-level technical support to faculty, staff, and students. - Resolves senior-level problems and escalates most critical/complex problems to appropriate leadership. - Serves as an IT support lead, providing guidance to junior team members as needed. - Acts as an escalation point for difficult problems. - Interprets complex technical problems and provides support for hardware, software, and systems. - May assist with testing and implementing new and existing technology solutions to address user support issues. - 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. - May be responsible for training and overseeing the work of hourly and temporary workers. That covers. Now Requirements: maybe required education and experience, plus physical requirements. We could have:

Requirements

• High school diploma or equivalent (HSED/GED).
• 4 years of computer support or related experience.
• Ability to communicate effectively and operate computers and related technical equipment.
• Ability to maintain and interact with computers and frequently move objects weighing up to 50 pounds.
• Ability to perform essential functions with or without accommodation.
• In-person position at Indiana University Southeast Campus, New Albany, Indiana.
Qualifications: maybe preferred education, certifications, expertise.

Qualifications

• Preferred: Bachelor's degree.
• Preferred: COMPTIA A+ certification upon date of hire.
• Expertise with Windows and/or Mac operating systems and software.
• Expertise with Microsoft Office suite.
• Expertise with university systems.
• Expertise with classroom audio/visual systems.
Skills: list the soft skills and others.

Skills

• Proficient 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.
• Possesses a high degree of initiative.
• Ability to build strong customer relationships.
• Friendly and service‑oriented.
Benefits: list as ul.

Benefits

• 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).
We should not include Pay or Schedule sections. We also need to include location maybe in About the role or Requirements. Already included. We must not repeat job title as heading. Already not. We must not include boilerplate like EEO, ADA, security report, request support telephone, etc. We removed those. We must not include application instructions like "Click here to learn more", "submit application within 5 days", etc. We removed. We must not include "Career Level: Mastery FLSA: Nonexempt Job Function: Information Technology Job Family: IT User Support Click here to learn more about Indiana University's Job Framework." We removed. We must not include "This posting is scheduled to close at 11:59 pm EST..." etc. Removed. We must not include "Indiana University is an equal opportunity employer..." Removed. We must not include "Request Support Telephone: 812-856-1234". Removed. Now ensure we preserve all substantive information. Did we miss any? Let's check original text for any other details: - "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." This is a note about substitution. Should we include