IT User Support Specialist

UITS ACADEMIC TECHNOLOGY SUPPO (UA-CATS-IUBLA)

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.

Department-Specific Responsibilities

• Responsible for the delivery, installation, relocation, customization, and support of desktop computers, laptop computers, printers, and peripherals
• Serves as a point of contact for computing support, analysis, and advice for the faculty, staff, and graduate students
• Recommends faculty and staff hardware and software purchases that are in alignment with College and University strategies and policies
• Provides on-site consultation and support for labs, teaching, and presentation spaces including software (including virtual applications), and peripherals
• Manages collection, approval, and installation of software packages to lab and classroom computers
• Acts as a liaison between clients and tier-2 IT resources throughout the IU IT community
• Maintains accurate device inventory records
• Generates and maintains support workflow and procedural documentation
• Generates and maintains supported resource documentation to aid in business continuity
• Attends departmental meetings to help guide IT initiatives, collaborating with appropriate teams as needed
• Ensures confidentiality, integrity, and accessibility of IT systems
• Participates in project planning and implementation
• Responsible for ensuring compliance with IU polices
• Provides support for audio and video production technologies and protocols
• Provides support for print media production technologies and protocols
• Manages wired and wireless WAN connections

General Responsibilities

• Provides experienced technical consulting, advising, and systems analysis services including multi-platform expertise for client-supported software and systems
• Utilizes experienced system analysis techniques and procedures to conduct research and evaluate use of existing technology solutions and their future releases, new product releases of client software, and emerging technologies, applications, and industry trends
• Provides experienced advice and consultation on best practices of deployment of collaboration solutions; collaborates with appropriate technical staff on unique problems requiring specialized knowledge
• Conducts research and stays up-to-date on emerging technologies; makes recommendations to improve IT support processes and procedures
• Communicates effectively with clients in resolving escalated issues
• Provides informal and formal training to faculty, staff, and students on information technology; provides training, leadership, and mentors junior level appointed support staff
• Ensures all documentation standards are met (issues, resolutions, updates/changes)

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

• Bachelor's degree (preferably in computer science or related field)

WORK EXPERIENCE

Required

• 2 years providing technical computing support to users via direct consultation, development and delivery of computing education, writing user documentation, or related experience

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
• Highly thorough and dependable
• Demonstrates a high level of accuracy, even under pressure
• Friendly and service-oriented
• Excellent organizational skills
• Sound understanding of mobile technology (devices, operating systems, and applications), network fundamentals (LAN/WAN and wireless), internet messaging protocols (ssh, SSL, SMTP, IMAP, MAPI) and IP Telephony
• Strong understanding of Windows Active Directory, Group Policy Objects management, patch management, network fundamentals, IP protocol suite and applications, Exchange and various email client software

Preferred

• Ability to program using Powershell and Windows Script Host

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.

The College of Arts and Sciences - Media School

Franklin Hall

Bloomington, Indiana

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: Career

FLSA: Exempt

Job Function: Information Technology

Job Family: IT User Support

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