Tier 2 Partnered Technology Support (IT User Support Tech)

UITS ENTERPRISE SUPPORT (UA-CCSU-IUBLA)

UITS Tier 2 Support staff are technical experts primarily serving Indiana University's IT Professionals and subject matter experts in six areas: Accounts and Student Information Systems, Desktop/Server/Mobility, HTS Phone Support, Web Services, Partnered Technology Support, and CrimsonCard. Our mission is to empower the IU community to succeed through excellent IT services and support.

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. Our core values define who we are, how we act and what we aspire to, which helps us to make amazing things happen in each neighborhood, community, and county we touch. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.

Come join a premiere IT support team at Indiana University! UITS Tier 2 Support is looking for an engaging and skilled IT technician with a client service focus, technical acumen, and a keen analytical mind to join the Partnered Technology Support team. This role is a unique opportunity to work at the hub of Information Technology at Indiana University, interact with experts in multiple IT fields, and grow your skills while working in a collaborative and supportive IT environment.

Department-Specific Responsibilities

• Focuses on excellent client service while providing IT support in a dynamic and growing team.
• Provides high-touch, expert technical support to faculty, staff, and students
• Resolves issues and troubleshoot complex technical problems within the scope of hardware, software, and enterprise university systems.
• Shares resources and training materials to empower and educate clients.
• Identifies recurring difficulties/problems and report on trends.
• Updates internal and public-facing documentation as needed to ensure the best possible support experience.
• Stays up-to-date and maintain knowledge of all services offered and/or supported by the university.
• Documents and tracks client support issues and follow up with clients until a satisfactory resolution is reached.

General Responsibilities

• Provides mid-level technical support to faculty, staff, and students; resolves mid and low-level problems and, as necessary, refers more complex problems to appropriate supervisors and/or senior-level support staff.
• Interprets problems and provides technical support for hardware, software, and systems; follows established protocols to provide technology solutions in support of students, faculty and staff.
• Shares resources and training materials to assist users; identifies recurring difficulties/problems and reports on 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 follows up with clients until a satisfactory resolution is reached.

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

• Associate's degree

WORK EXPERIENCE

Required

• 2 years of computer support or related experience

LICENSES AND CERTIFICATES

Preferred

• COMPTIA A+ certification Upon Date of Hire

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
• Highly thorough and dependable
• Friendly and service-oriented
• Experienced understanding of computer operating systems
• Basic knowledge of Windows and Mac desktops and Microsoft Office suite
• Skilled in utilizing and troubleshooting university 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.

Bloomington, Indiana or Indianapolis, Indiana

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

$48,235 annually

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: Intermediate

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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