IT Support Level 2

ivytech; Indianapolis (IN); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health & Wellness

Multiple medical plan options with HSA

Dental plan

Vision plan

Employee Assistance Program

Wellness rewards

Flexible Spending Accounts

Retirement with employer contribution

Life insurance

Disability benefits

Educational benefits (tuition)

Job summary

Ivy Tech Community College is seeking an IT Support specialist to assist staff, faculty, and students at the Lawrenceburg and Madison campuses. You will handle helpdesk incidents, provide end-user support for hardware, software, printers, and network services, and collaborate with IT teams to keep systems running smoothly.

You will develop guides, support IT administrators, and participate in IT projects while maintaining positive customer service and professional communication with diverse

Qualifications

• Must possess good customer service and organizational skills.
• Must possess good written and oral communication skills and be able to provide service over the phone, through email or in person.
• Must be proficient with current hardware and software technology.
• Must be able to maintain professional relationships with peers and superiors.
• Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support.
• Must be dependable.
• Ability to stay calm in stressful situations.
• Ability to handle multiple competing priorities.
• Ability to create and maintain documentation.
• Must show initiative in all activities.
• Must be willing to seek and undertake additional training and/or earn industry standard certifications as needed.
• Must be physically capable of climbing ladders and lifting up to 30 pounds repeatedly.
• Must be willing to work nights and weekends as needed.
• Must be willing to travel as necessary.

Responsibilities

• Process IT Helpdesk cases/incidents to ensure timely resolution within SLA.
• Provide end-user support for desktop/laptop devices, printers, projectors, scanners, and network issues.
• Assist IT System Administrator or IT Network Administrator as needed.
• Participate in IT Support related projects as assigned.
• Develop troubleshooting guides to benefit others.
• Share responsibility for equipment cleaning and maintenance and security.

Skills

Customer service

Communication

Hardware

Software

Professional relationships

Discretion

Confidentiality

Dependable

Calm under pressure

Multitasking

Documentation

Initiative

Training / Certifications

Physical ability

Willing to travel

Education

High School diploma

Associate Degree in IT related field preferred

Job description

Under the direction of the IT Director, the IT Support position will provide support of the daily activities of the local IT Support Team. The position participates in the diverse job tasks of the IT Support Team including but not limited to; support of general hardware and software, printers, projectors, document cameras, scanners, and related IT equipment; Assists staff, faculty, and students with the operation of classroom IT and instructional equipment. Position may also perform limited network and server related support for requests or projects as needed in cooperation with the IT System Administrator and/or IT Network Administrator. Conducts all activities with an appreciation and respect for diversity of people, styles, and views. This position is shared between the Lawrenceburg and Madison campuses.

Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional appearance and demeanor at all times.

Process IT Helpdesk cases/incidents to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA) and that the communication documented within cases/incidents is complete and respectful; Responsible for actively reaching out to supervisor for questions or case escalation.

Process IT Helpdesk cases/incidents to provide end-user support covering but not limited to issues covering desktop and laptop devices, printers, document cameras, scanners, projectors, network, wireless, VoIP.

Utilize additional forms of communication, such as phone or face to face, as needed when processing IT Helpdesk cases/incidents in order to maintain excellent customer service.

Under the direction of the IT Director, develop troubleshooting guides and guidelines for resolving problems that will benefit others.

Provide assistance to the IT System Administrator or IT Network Administrator as assigned by the IT Director.

Participate in additional IT Support related projects as assigned by the IT Director.

Follow regular equipment cleaning and maintenance schedules, follow preventative measures as instructed to reduce downtime.

Provide input to IT Director on ways to improve operational efficiency, personal technical skills, and customer service skills of department.

Participate in one or more statewide teams as needed.

Share responsibility of physical and data security for lab equipment and software. Help identify network security vulnerabilities.

Assist in moving equipment as assigned.

EDUCATION:

• High School diploma required.
• Associate Degree in IT related field preferred.
• May substitute additional equivalent experience and relevant certifications for the degree.

EXPERIENCE AND SKILLS:

• Must possess good customer service and organizational skills
• Must possess good written and oral communication skills and be able to provide service over the phone, through email or in person
• Must be proficient with current hardware and software technology
• Must be able to maintain professional relationships with peers and superiors
• Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support
• Must be dependable
• Ability to stay calm in stressful situations
• Ability to handle multiple competing priorities
• Ability to create and maintain documentation
• Must show initiative in all activities
• Must be willing to seek and undertake additional training and/or earn industry standard certifications as needed
• Must be physically capable of climbing ladders and lifting up to 30 pounds repeatedly
• Must be willing to work nights and weekends as needed
• Must be willing to travel as necessary

PREFERRED:

• Experience in a higher education environment is desirable

Ivy Tech is committed to supporting the well-being, growth, and financial security of our full‑time faculty and staff.

Our comprehensive benefits package includes:

• Health & Wellness
• Multiple medical plan options paired with a Health Savings Account with a generous employer contribution
• Dental plan with no-cost preventive services and coverage for orthodontia
• Vision plan with low-cost exams and allowances for glasses or contact lenses
• Employee Assistance Program offering no-cost confidential counseling sessions, legal consultations, financial planning consultations, and other resources
• Wellness program with opportunities to earn $250 in Wellness Rewards
• Flexible Spending Accounts for healthcare (limited purpose) and dependent care
• Retirement & Financial Security
• 10% employer retirement contribution, fully vested after two years
• Basic life insurance equal to annual salary paid by the College, with optional supplemental coverage
• Short-term and long-term disability benefits
• Educational Benefits
• Fee remission for employees, spouses, and dependent children
• Tuition assistance for undergraduate, graduate, and doctoral programs
• Paid professional development opportunities
• Work-Life Balance