IT User Support Technician

About the role

The UITS Onsite Support team provides responsive, customer-focused technical support for faculty, staff, and affiliated users across the Bloomington campus. The Zone 5 team supports a diverse portfolio of academic and administrative units across multiple buildings by delivering onsite and remote assistance for university-managed technology.

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. Follows up with clients until a satisfactory resolution is reached.

Requirements

• Education beyond the minimum required may be substituted for work experience.
• Work experience beyond the minimum required may be substituted for education.

Qualifications

• Required High school diploma or equivalent (such as HSED or GED).
• Required 2 years of computer support or related experience.

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.
• 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.

Benefits

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.

Pay

Primarily onsite at the Indiana University Bloomington campus across multiple buildings Monday-Friday 8:00 am-5:00 pm

Schedule

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
• 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)