IT User Support Technician

Indiana University; New Albany (IN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive benefits

Tuition subsidy

Paid holidays

Paid time off

Job summary

Indiana University Southeast Campus in New Albany, Indiana, is seeking an on-site Senior IT Support Specialist to assist faculty, staff, and students. The role involves guiding junior staff, resolving complex issues, and supporting hardware, software, and university systems.

The position requires strong communication, professionalism, and a proactive approach to IT service delivery with a focus on quality and customer relationships.

Qualifications

• High school diploma or equivalent (HSED or GED).
• Bachelor's degree preferred.
• 4 years of computer support or related experience.
• COMPTIA A+ certification preferred.
• Proficient written and verbal communication.

Responsibilities

• Provide senior-level IT support to faculty, staff, and students and escalate complex issues.
• Act as escalation point and guide junior team members.
• Interpret complex technical problems and support hardware, software, and systems.
• Assist testing and implementing new technology solutions for user support.
• Document and track calls and ensure resolution.

Skills

Written communication

Professionalism

Time management

Quality focus

Customer service

Flexibility

Initiative

Relationship building

Windows/macOS expertise

Microsoft Office

University systems

Education

Bachelor's degree preferred

High school diploma or GED

COMPTIA A+ certification (preferred)

Tools

Windows

MacOS

Microsoft Office

Audio/visual systems

University IT systems

Job description

• 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.

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.

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

• Bachelor's degree.

Work Experience

Required

• 4 years of computer support or related experience.

Licenses and Certificates

Preferred

• COMPTIA A plus certification upon date of hire.

Skills

Required

• 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.

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.

Indiana University (IU) Southeast Campus

New Albany, Indiana

This is an in-person position.

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.

Career Level: Mastery

FLSA: Nonexempt

Job Function: Information Technology

Job Family: IT User Support

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.

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.

Request Support

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