IT User Support Specialist

Indiana University; Bloomington (IN); Remote; USD 45,000 - 55,000; Full time

Job summary

Indiana University seeks a candidate for a technical support role involving the sunapsis software. The role requires providing technical consulting and systems analysis, along with delivering training and support to clients within a higher education context. The ideal candidate will have a Bachelor's degree in a related field and strong communication and organizational skills.

Benefits

Comprehensive medical and dental insurance

Health savings account with contributions from IU

Flexible spending accounts

Life insurance

Voluntary supplemental insurance options

Generous paid time off plans

Employee assistance program (EAP)

Qualifications

• Bachelor's degree in computer science or related field required.
• Preferred experience in technical support and higher education.
• Familiarity with U.S. Immigration regulations preferred.

Responsibilities

• Provide technical consulting and systems analysis for client-supported software.
• Conduct research on existing technology solutions and make recommendations.
• Communicate effectively with clients to resolve escalated issues.
• May conduct training for clients, faculty, and staff.

Skills

Communication

Professionalism

Time Management

Quality Commitment

Flexibility

Service Orientation

Organizational Skills

Network Fundamentals

Microsoft Office

Basic SQL

Education

Bachelor's degree in computer science or related field

Job description

About the Office of the Vice President for International Affairs (IU Global)
The Vice President for International Affairs and the teams of staff in OVPIA's offices are the stewards of international activity across all campuses of Indiana University. We provide strategic leadership and advocacy for all international programs and projects and coordinate the resources necessary to sustain their growth. Our goal is to enable as many students, faculty, and staff as possible to pursue international and intercultural knowledge and experiences and to become engaged global citizens.
Learn how OVPIA provides leadership and support for IU's international efforts.
Within IU Global, the Office of International Services (OIS) is dedicated to helping international students and scholars achieve their goals. Our staff recruit, admit, and enroll international students from all over the world. We provide social and cultural programming and visa- and immigration-related advising among other assistance to all international students and scholars. Join our nationally recognized team and help us serve the amazing and incredibly varied international population at IU.
Read more about the Office of International Services

Job Summary

This position provides technical support to IU and client institutions for the sunapsis software. Sunapsis is an IU-developed application used system-wide at IU and is also being licensed by 120+ other institutions of higher education. To learn more about sunapsis, see the website below.
Learn more about sunapsis
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 clients, 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
• Experience working in a Higher Education setting
• Experience with U.S. Immigration regulations

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

Preferred

• Ability to read and write basic SQL queries and basic understanding of relational databases

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
Ferguson International Center
This position is eligible for remote work on an ongoing basis. Remote work arrangements are subject to change based on university policy and business needs.

Advertised Salary

$45,000 - $55,000 annually

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Comprehensive medical and dental insurance
• Health savings account with generous IU contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance
• Base retirement plan with generous IU contributions, subject to vesting
• Voluntary supplemental retirement plan options
• Tuition subsidy for employees and family members taking IU courses
• 10 paid holidays plus a paid winter break each year
• Generous paid time off plans
• Paid leave for new parents and IU-sponsored volunteer events
• Employee assistance program (EAP)

Learn more about our benefits by reviewing the IU Benefit Programs 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 opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University 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 [e-mail] or by visiting IUPD.