IT User Support Technician

The Office of Dental Informatics and Digital Health (ODIDH) provides comprehensive clinical IT support and leads digital transformation initiatives at the Indiana University School of Dentistry. The office supports faculty, staff, and students through technology implementation, data-driven research support, and ensuring compliance with patient privacy and institutional review board (IRB) protocols.

The mission of ODIDH is to advance dental education, research, and patient care by leveraging accurate data, innovative informatics solutions, and collaborative expertise to improve oral health outcomes and quality of life.

Job Summary

Department-Specific Responsibilities

• Provide Tier 1 support for clinical applications, imaging systems, and other technology used throughout the School of Dentistry.
• Respond to support requests and provide in-person assistance in clinics, operatories, and administrative areas when needed.
• Troubleshoot common and documented issues using established standard operating procedures (SOPs), knowledge articles, and departmental procedures.
• Gather relevant information, document issues, assess urgency, and escalate more complex problems to the appropriate team members.
• Support onboarding, role changes, transfers, and offboarding for faculty, staff, students, residents, and affiliates.
• Assist users with login, password, access, peripheral, clinical application, and basic imaging-related issues.
• Provide day-to-day operational support for department supported clinical systems, including electronic dental records, imaging applications, Picture Archiving and Communication System (PACS), and specialty clinical applications.
• Perform routine checks to help ensure clinical technology and devices are functioning properly and ready for daily operations.
• Assist with the setup, replacement, and basic configuration of scanners, sensors, imaging devices, peripherals, and other clinical technology.
• Document support requests, troubleshooting steps, resolutions, escalations, and account changes in the appropriate ticketing system.
• Create and maintain SOPs, troubleshooting guides, knowledge articles, and other departmental documentation.
• Identify recurring issues and share trends with the appropriate team so they can be addressed through system changes, training, or improved documentation.
• Provide basic user training and guidance on established workflows, system access, and commonly used clinical technology.
• Assist application administrators and technical staff with testing, upgrades, patches, deployments, hardware replacements, and other technology projects.
• Help maintain an accurate inventory of department supported technology, devices, software, and equipment.
• Work with other IU technology teams, vendors, and departments when additional support or coordination is needed.

General Responsibilities

• Provide senior-level technical support to faculty, staff, and students; resolve senior-level problems and, as necessary, escalate the most critical/complex problems to appropriate leadership.
• Serve as an IT support lead, providing guidance to junior team members as needed and acting as an escalation point for difficult problems.
• Interpret complex technical problems and provide support for hardware, software, and systems.
• May assist with testing and implementing new and existing technology solutions to address user support issues.
• Stay up-to-date and maintains knowledge of all services offered and/or supported by the university.
• Document and track 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.

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

• Bachelor's degree

WORK EXPERIENCE

Required

• 4 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
• 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

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

IU School of Dentistry

Indianapolis, Indiana

This is an in-person position.

Advertised Salary

$25.50 - $27.50 per hour based on experience and internal equity

This is a non-exempt position.

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)

Learn more about our benefits by reviewing the IU Benefit Programs Brochure.

Job Classification

Career Level: Mastery

FLSA: Nonexempt

Job Function: Information Technology

Job Family: IT User Support

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

Equal Employment Opportunity

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.

Contact Us

Request Support
Telephone: 812-856-1234