Job Description
The Solution Center at Iowa State University (ISU) has a great opportunity to grow your career in the role of Information Technology Support I , where you will provide leadership to student workers and deliver a customer success infrastructure that provides friendly, accurate, and professional technical service to the ISU community.
You will work in a technical environment answering questions to promote quick and accurate resolutions, monitor quality assurance processes, update technical documentation, and support special projects.
The position will respond to incidents, facilitate tier-level support, and ensure quality customer interactions.
This on-campus position is part of Information Technology Services (ITS), a department providing core computing, network services, enterprise systems, and information security resources to students, faculty, and staff.
ITS also collaborates with technology experts campus-wide to provide specialized IT resources to academic and business units.
The ITS Solution Center has a team-oriented culture that provides a single point of contact for problem resolution for Iowa State University faculty, staff, students, and visitors related to information technology services.
You will use your eagerness to learn, prioritization, troubleshooting, adaptability, and strong verbal and written communication skills to contribute to the Solution Center’s mission to help the people at Iowa State University with issues related to computer software, hardware, and networking, daily.
The anticipated work schedule is 8 : 00am-5 : 00pm (with 1 hour meal break) or 8 : 30am-5 : 00pm (with 30-minute meal break), Monday-Friday.
This position will be part of a rotating on-call schedule for after-hours emergency coverage.
Example of Duties
- Provides technical support and troubleshooting for various hardware, software, operating systems, equipment, and applications.
- Advises on hardware and software selection. Escalates cases requiring advanced capabilities.
- Utilizes enterprise support technologies.
- Facilitates support of advanced scientific equipment and software.
- Provides first tier computer support, escalating more complex issues to senior technical staff.
- Installs hardware, repairs software, runs diagnostic programs as assigned.
- Performs routine backup of system and data files; performs restores as requested.
- Documents assigned systems and relevant procedures.
- Diagnoses technical problems via discussions with users.
Level Guidelines
- Entry level position acquiring job skills and learning standard operating procedures and policies to complete tasks
- Works under relatively close supervision and receives guidance on new work assignments
- Works on assignments which are routine in nature requiring limited judgment
- Refers difficult or less routine issues to supervisor or higher-level staff for assistance
- May provide guidance to students
Appointment Type : Regular
Regular
Number of Months Employed Per Year :
Time Type : Full time
Full time
Pay Grade : PS806
PS806
Application Instructions :
To apply for this position, please click on Apply and complete the Employment Application. Please be prepared to enter or attach the following : 1) Resume / Curriculum Vitae 2) Letter of Application / Cover Letter If you have questions regarding this application process, please email or call 515-294-4800 or Toll Free : 1-877-477-7485.
Why Choose ISU? Iowa State Employees enjoy comprehensive health and work-life benefits, including medical and dental; as well as :
- Retirement benefits including defined benefit and defined contribution plans
- Generous vacation, holiday and sick time and leave plans
- Onsite childcare (Ames, Iowa)
- Life insurance and long-term disability
- Flexible Spending Accounts
- Various voluntary benefits and discounts
- Employee Assistance Program
- Wellbeing program
- Iowa State offers WorkFlex options for some positions. WorkFlex offers flexibility on when, where, and how you do your work.
For more information, please speak with the Hiring Manager.
Original Posting Date :
August 14, 2024
Posting Close Date : August 27, 2024
August 27, 2024
Job Requisition Number :
R15030
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