IT User Support Technician

Indiana University; New Albany (IN); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical and dental insurance

Tuition subsidy for IU courses

Paid holidays

Job summary

Indiana University Southeast Campus is seeking an onsite IT support lead to provide senior-level technical assistance to faculty, staff, and students. You will resolve complex problems, document calls, and act as escalation for difficult issues.

The role requires strong communication, professionalism, and the ability to supervise junior staff. On-site work at IU Southeast Campus in New Albany, IN is mandatory.

Qualifications

• Must have a high school diploma or equivalent.
• 4 years of computer support or related experience.
• Bachelor's degree preferred (for consideration).
• COMPTIA A+ certification preferred upon hire.

Responsibilities

• Provide senior-level technical support to faculty, staff, and students; resolve complex problems.
• Escalate critical issues to leadership when needed and guide junior team members.
• Document and track calls, follow up until resolution, and ensure quality service.
• May train hourly and temporary workers as needed.

Skills

Customer service

Technical support

Windows/Mac

Communication

Time management

Education

High school diploma

Bachelor's degree preferred

Tools

MS Office

University systems

Audio/Visual systems

Job description

Department ONSITE SUPPORT (UA-CONS-IUSEA)

Provides senior-level technical support to faculty, staff, and students; resolves senior-level problems and, as necessary, escalates the most critical/complex problems to appropriate leadership. Serves as a IT support lead, providing guidance to junior team members as needed and acting as an escalation point for difficult problems. Interprets complex technical problems and provides support for hardware, software, and systems. May assist with testing and implementing new and existing technology solutions to address user support issues. 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. May be responsible for training and overseeing the work of hourly and temporary workers.

Qualifications

Education

• Required: High school diploma or equivalent (such as HSED or GED).
• Preferred: Bachelor's degree.

Work Experience

• Required: 4 years of computer support or related experience.

Licenses and Certificates

• Preferred: COMPTIA A+ certification upon date of hire.

Skills

• Proficient with written and verbal 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.
• Highly thorough and dependable.
• Possesses a high degree of initiative.
• Ability to build strong customer relationships.
• Friendly and service-oriented.
• Expertise with Windows and/or Mac operating systems and software.
• Expertise with Microsoft Office suite.
• Expertise with university systems.
• Expertise with classroom audio/visual systems.

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

Indiana University (IU) Southeast CampusNew Albany, IndianaThis is an in-person position.

Benefits Overview

• 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: Mastery
• 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.

Equal Employment Opportunity

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.

Contact Us Request Support

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