IT User Support Technician

Job Summary

Join a robust IT support team at the heart of Indiana University's McKinney School of Law! In this role, you can work closely with the full-time faculty and staff, plus many more part-time and academic employees.

Your work will also indirectly support the McKinney School of Law students. As a Tech Support Specialist with McKinney Technology Services, you will provide comprehensive IT support to faculty and staff and contribute to student success through projects involving classroom maintenance, service documentation, and more.

This position provides an excellent platform to enrich your technology skills and contribute to the core mission of Indiana University while building relationships within the tight-knit McKinney community.

Department Specific Responsibilities

• Provides rapid-response technical support to instructors in classrooms.
• Delivers technical support via phone, email, and in-person to McKinney constituents.
• Collaborates with other IT teams across IU to address and resolve issues with IU software and systems.
• Assists with the purchase of software and technology hardware.
• Prepares workstations through endpoint management solutions to deploy standard software and configurations.
• Facilitates maintenance and repair of classroom and conference room technology.
• Documents work effectively and ensure all standards are met to describe issues, updates, and resolutions.

General 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, and follows up with clients until a satisfactory resolution is reached.

Qualifications

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

Associate's degree

WORK EXPERIENCE

Required

2 years of computer support or related experience

Preferred

• 1 year of experience working in a technology-related role
• 1 year of experience in customer service, client support, or a similar service-oriented role
• 1 year of experience working with IU services and IT system

SKILLS

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrated 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
• Friendly and service-oriented
• Experienced understanding of computer operating systems
• Basic knowledge of Windows and Mac desktops and Microsoft Office suite
• Skilled in utilizing and troubleshooting university systems

Preferred

• Strong understanding of Windows and macOS operating systems, software deployment, and patch management
• Demonstrates understanding of mobile technology (Devices, Operating Systems, and Applications)
• Demonstrated drive to acquire knowledge and stay abreast of trends and innovations
• Familiarity with recent versions of Windows, macOS, Android, iOS, and ChromeOS
• Familiarity with Jamf and SCCM for endpoint management

Working Conditions / Demands

This position requires the ability to communicate effectively and to operate computers and other related technical equipment.

This role occasionally involves moving and setting up workstations and classroom technology, including running cables under desks and in tight spaces.

The person in this role must be able to perform the essential functions with or without an accommodation.

Additional Information

Not sure you meet all qualifications? Let us decide!

Research shows that women and members of other under-represented groups often decide not to apply for a job due to a mistaken belief that they are not qualified enough.

We believe in creating a workplace that fosters diversity and belonging and in the powerful positive impact of different backgrounds and perspectives.

Work Location

Robert H. McKinney School of Law

Lawrence W. Inlow Hall

530 W. New York Street

Indianapolis, Indiana 46202

This is an in-person position.

Work Hours

Required to regularly work in the evenings.

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 : Intermediate

FLSA : Nonexempt

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.