IT User Support Specialist
Indiana University

Job Info

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Department

UITS ENTERPRISE SUPPORT (UA-CCSU-IUBLA)

Department Information

At 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 do

Come 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 Summary

Department-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).

Qualifications

EDUCATION

Required

• Bachelor's degree (preferably in computer science or related field)

WORK EXPERIENCE

Preferred

• Some experience providing technical computing support to users via direct consultation, development and delivery of computing education, writing user documentation, or related experience

SKILLS

Required

• 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 clients

Working Conditions / Demands

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.

Work Location

Bloomington, Indiana

This is an in-person.

Advertised Salary

The expected annual salary for this role is $53,560.

Benefits Overview

For 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 Classification

Career Level: Core

FLSA: Exempt

Job Function: Information Technology

Job Family: IT User Support

Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

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.

Equal Employment Opportunity

Indiana 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 Security

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.

Contact Us

Request Support
Telephone: 812-856-1234

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