IT User Support Specialist
Company: Indiana University
Location: Bloomington
Posted on: May 4, 2024
Job Description:
DepartmentUITS ENTERPRISE SUPPORT (UA-CCSU-IUBLA)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. Support Center Technology and
CrimsonCard Consulting (TCC) is a support-focused group within the
Enterprise Support division of UITS.The Enterprise Support division
within University Information Technology Services (UITS) provides
technology support services for students, faculty, and staff at
Indiana University. The support is broad, deep, and structured to
assist with technology use in their work, studies, and research.
Our team provides support for client technology issues and
CrimsonCard via phone, email, and in-person assistance.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 TCC, the group which provides
tier 1 technical in-person assistance to the IU Community. We
assist with technology and credentials for the students, faculty,
staff and affiliates at Indiana University. CrimsonCard is the
official photo ID card for all Indiana University campuses and
provides access to essential university services, such as printing,
meal plans, libraries, and recreational sports facilities along
with secure entry to campus buildings and residence halls. It is
also accepted as payment by hundreds of retailers across the state.
Job SummaryDepartment-Specific Responsibilities
- Assists in monitoring TCC staff performance in the form of
ServiceNow ticket tracking, Canvas course progress, documentation
maintenance, and training of TCC tech team members.
- Assists in the development of training materials.
- Works as a liaison to our partners in Networks, Telecom,
Support Center Front Line, Tier 2, and Student Technology Centers
to help resolve ongoing client and equipment issues.
- Provides guidance to TCC staff on network related issues in
on-campus housing.
- Provides extensive client service support via in-person, email,
and phone for CrimsonCard services, the in-person helpdesk, and
student residential housing networks.
- Documents all client interactions for research, review, and
future reference.
- Issues photo ID cards to eligible students, faculty, staff, and
affiliates of the University.
- Reviews, approves, and processes online photo submissions and
mail-out requests for ID cards.
- Coordinates ID card distribution for departments/groups and
consults with representatives to identify and address program
needs.
- Processes sales for CrimsonCard deposits and merchandise.
- Regularly reviews and updates documentation in the IU Knowledge
Base and CrimsonCard website for both internal and public
consumption.
- Assists the TCC Assistant Manager with hiring, training,
mentoring, and scheduling part-time temporary staff and other
projects as needed.General Responsibilities
- Provides technical consulting, advising, and systems analysis
services for client-supported software and systems.
- Utilizing system analysis techniques and procedures, conducts
research and evaluates use of existing technology solutions and
their future releases, new product releases of client software, and
emerging technologies, applications, and industry trends.
- Provides advice for best practices of deployment of
collaboration solutions; partners with appropriate technical staff
on unique problems requiring specialized knowledge.
- Stays up-to-date on emerging technologies, trends, and best
practices; makes recommendations to improve IT support processes
and procedures.
- Communicates effectively with clients in resolving escalated
issues.
- May provide informal and formal training to faculty staff and
students on information technology.
- Adheres to documentation standards (issues, resolutions,
updates/changes).QualificationsEDUCATIONRequired
- Bachelor's degree (preferably in computer science or related
field)WORK EXPERIENCEPreferred
- Some experience providing technical computing support to users
via direct consultation, development and delivery of computing
education, writing user documentation, or related
experienceSKILLSRequired
- 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
- Sound 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 clientsWorking 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.Work LocationBloomington,
IndianaThis is an in-person.Advertised SalaryThe expected annual
salary for this role is $53,560.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: CoreFLSA: ExemptJob 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, Evansville , IT User Support Specialist, Other , Bloomington, Indiana
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