Computer Assistant (IT User Support Technician)

UITS ENTERPRISE SUPPORT (UA-CCSU-IUINA)

At University Information Technology Services (UITS) we provide the technology, tools, and services you need to succeed. UITS supports IU's vision for excellence in research, teaching, outreach, and lifelong learning. We ensure a workplace that encourages growth, flexibility, and creativity, as well as a culture that champions inclusion, diversity, and overall employee well-being through programs supported university wide. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours. 

The Enterprise Support division within UITS provides technology support services for students, faculty, staff, parents, alumni, donors, and other external audiences at Indiana University. The support is broad, deep, and structured to assist with the use of technology in their work, studies, and research. Our Consultants provide technical support via phone, chat, email, walk-in, in the online IU Knowledge Base, in Student Technology Centers and campus housing. 

Our mission, vision and core values define who we are, how we act and what we aspire to accomplish, which helps us to make amazing things happen.

Mission: Empowering the IU community to succeed through excellent IT services and support.

Vision: Utilize innovation, technology, and human resources to provide best-of-class IT support, services, and user communication to the IU community. 

Values:

• Success through empowering people
• Understanding our clients' needs
• Participating in meaningful partnerships
• Providing an environment for innovation
• Outstanding service is our norm
• Respect and integrity underpinning all
• Teamwork and communication in everything we do

Come join our team! We are currently hiring within Frontline, the group within University Information Technology Services (UITS) which provides tier 1 technical assistance to the IU Community. At University Information Technology Services (UITS) we ensure a workplace that encourages growth, flexibility, and creativity, as well as a culture that champions inclusion, diversity, and overall employee well-being through programs supported university wide.

The award winning UITS Support Center is currently hiring a full-time Consultant to join our team. Consultants in this position gain valuable client service experience and technical knowledge that will improve their career marketability. Numerous former Consultants have moved on to higher-level positions within the Support Center and other groups within UITS and the university. This position provides tier 1 technical assistance to students, faculty, and staff via phone, chat, email, and walk-in. We are committed to providing excellent customer service during every single client contact. Our support is available 24 hours a day, 7 days a week. 

Department-Specific Responsibilities

• Provides support to clients to resolve problems for multiple service areas, including but not limited to:
• Uses all available tools to assist in problem solving. 
• Researches answers when not immediately knowledgeable using online resources.

General Responsibilities

• Provides front-line technical support to faculty, staff and students; resolves entry-level problems.
• Follows established protocols to provide technology solutions in support of students, faculty and staff; escalates complex issues/problems to next level support or supervisor.
• Shares existing resources and training materials to assist users; assists in identifying trends; updates documentation as needed.
• Stays up-to-date and maintains knowledge of all services offered and/or supported by the university.
• Documents and tracks calls received, and assists with following up with clients until a satisfactory resolution is reached.

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED). 

Preferred

• Associate's degree. 

WORK EXPERIENCE

Preferred 

• Client service experience. 

LICENSES AND CERTIFICATES

Preferred

• COMPTIA A+ certification upon date of hire. 

SKILLS

Required

• Proficient communication skills.
• Maintains a high degree of professionalism.
• Demonstrated time management and priority setting skills.
• Demonstrates a high commitment to quality.
• Friendly and service-oriented.
• Demonstrated understanding of computer operating systems and excellent customer service.
• Basic knowledge of Windows and Mac desktops and Microsoft Office Suite.
• Familiarity with university systems

Preferred

• Ability to provide accurate and complete documentation.
• Ability to adhere to work schedule.
• Demonstrated ability to make timely and effective decisions based on available information.
• Demonstrates ability to encourage others and is receptive to suggestions and solutions from others.

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.

Phone, email, and chat shifts will be conducted in either a work-from-home environment or an in-office environment and may transition back to a full-time in-office environment at a later date. To be considered for remote work, consultants are required to have a stable internet connection and a quiet environment from which to work. Consultants will need to provide their own headset with microphone and confirm it is in good working order.

Indianapolis, Indiana

This position is eligible for remote work or to work a hybrid schedule (mix between remote and in-person work), subject to change in the future based on university policy and business needs.  

$31,200 - $33,322 per year based on experience. 

40 hours per week.

Required to be available to work evening and/or weekend shifts. 

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

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure .

Career Level: Foundational

FLSA: Nonexempt

Job Function: Information Technology

Job Family: IT User Support

Click here to learn more about Indiana University's Job Framework.

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.

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University’s 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 [email protected] or by visiting IUPD.

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Telephone: 812-856-1234