IT Support Level 2

Ivy Tech Community College; Indianapolis (IN); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health & Wellness

Educational Benefits

Paid time off

Retirement plan

Job summary

Ivy Tech Community College is seeking an IT Support specialist to assist staff, faculty, and students with classroom and campus IT equipment. The role covers hardware, printers, projectors, scanners, and network basics, with duties shared between Lawrenceburg and Madison campuses.

Under the IT Director, you will document procedures, resolve Helpdesk incidents within SLA, and collaborate with the IT System Administrator and IT Network Administrator.

Qualifications

• Must possess good customer service and organizational skills.
• Must possess good written and oral communication skills.
• Proficiency with current hardware and software technology.
• Ability to maintain professional relationships and handle sensitive data.
• Willingness to seek additional training and earn certifications.
• Able to lift up to 30 pounds and climb ladders.
• Willing to work nights and weekends; travel as needed.
• Experience in a higher education environment preferred.

Responsibilities

• Provide IT helpdesk support to staff, faculty, and students.
• Support desktop/laptop devices, printers, document cameras, scanners, projectors, network, wireless, VoIP.
• Process Helpdesk cases to SLA and escalate when needed.
• Develop troubleshooting guides and guidelines for resolving problems.
• Assist System/Network Administrators as assigned by IT Director.
• Participate in IT Support related projects.
• Share responsibility of physical and data security for lab equipment and software.
• Move equipment as assigned.
• Follow equipment cleaning and maintenance schedules.

Skills

Customer service

Organizational skills

Written and verbal communication

Hardware and software proficiency

Discretion and confidentiality

Multitasking

Documentation

Training and certifications

Travel willingness

Team collaboration

Education

High School diploma

Associate Degree in IT

Industry certifications

Job description

Under the direction of the IT Director, the IT Support position will provide support of the daily activities of the local ITSupport Team. The position participates in the diverse job tasks of the IT Support Team including but not limited to; supportof 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 limitednetwork and server related support for requests or projects as needed in cooperation with the IT System Administrator and/orIT 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, professionalappearance and demeanor at all times.Process IT Helpdesk cases/incidents to ensure that they are resolved in a timely manner and within the Service LevelAgreement (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 desktopand 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 Helpdeskcases/incidents in order to maintain excellent customer service.Under the direction of the IT Director, develop troubleshooting guides and guidelines for resolving problems that willbenefit 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 reducedowntime.Provide input to IT Director on ways to improve operational efficiency, personal technical skills, and customer serviceskills 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 securityvulnerabilities.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:RequiredMust possess good customer service and organizational skillsMust possess good written and oral communication skills and be able to provide service over the phone, through emailor in personMust be proficient with current hardware and software technologyMust be able to maintain professional relationships with peers and superiorsAbility to use discretion and confidentiality with access to sensitive data and local administrative access to all desktopequipment and data in the environment for the purpose of supportMust be dependableAbility to stay calm in stressful situationsAbility to handle multiple competing prioritiesAbility to create and maintain documentationMust show initiative in all activitiesMust be willing to seek and undertake additional training and/or earn industry standard certifications as neededMust be physically capable of climbing ladders and lifting up to 30 pounds repeatedlyMust be willing to work nights and weekends as neededMust be willing to travel as necessaryPREFERRED:Experience in a higher education environment is desirableIvy 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 & WellnessMultiple medical plan options paired with a Health Savings Account with a generous employer contributionDental plan with no-cost preventive services and coverage for orthodontiaVision plan with low-cost exams and allowances for glasses or contact lensesEmployee Assistance Program offering no-cost confidential counseling sessions, legal consultations, financial planning consultations, and other resourcesWellness program with opportunities to earn $250 in Wellness RewardsFlexible Spending Accounts for healthcare (limited purpose) and dependent careRetirement & Financial Security10% employer retirement contribution, fully vested after two yearsBasic life insurance equal to annual salary paid by the College, with optional supplemental coverageShort-term and long-term disability benefitsEducational BenefitsFee remission for employees, spouses, and dependent childrenTuition assistance for undergraduate, graduate, and doctoral programsPaid professional development opportunitiesWork‑Life BalanceGenerous paid time off, including vacation, sick leave, holidays, and winter recessFlexible work arrangements where availablePaid childbirth recovery leave (8 weeks)Paid parental leave (4 weeks)Additional PerksEligibility for Public Service Loan ForgivenessAdditional discounts on gym memberships, transportation, and various retail servicesIvy Tech is proud to offer benefits that support your health, your family, and your future—because when our employees thrive, our students and communities thrive too. For more information on Ivy Tech Benefits, visit https://careers.ivytech.edu/benefits.Note: Employees who re-hire with the College within 180 days of leaving a full-time position with the College may be eligible for additional benefits depending on their bridged seniority date.Ivy Tech Community College is an accredited, equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, marital status, religion, sex, gender, sexual orientation, gender identity, disability, age or veteran status. As required by Title IX of the Education Amendments of 1972, Ivy Tech Community College does not discriminate on the basis of sex, including sexual harassment in its educational programs and activities, including employment and admissions. Questions specific to Title IX may be referred to the College’s Title IX Coordinator or to the US Department of Education Office of Civil Rights.