Job Description

Job Summary
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, emails, and tickets received. Follows up with clients until a satisfactory resolution is reached.
Qualifications
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 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.
Friendly and service-oriented.
Experienced understanding of computer operating systems.
Basic knowledge of Windows and Mac desktops. Basic knowledge of Microsoft Office suite.
Skills utilizing and troubleshooting university 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
Indianapolis, Indiana

Advertised Salary
$49,691.20 per year

Benefits Overview
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)