IT User Support Technician

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. Follows up with clients until a satisfactory resolution is reached.

Qualifications

This position is posted at the Intermediate Career Level but may be filled at the Foundational Career Level depending on the candidate's qualifications. Although they will be similar, the duties and responsibilities may differ if filled at the lower rank. Please see the qualifications for each level listed below.

Intermediate Requirements:

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 plus 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.

Foundational Requirements:

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).

WORK EXPERIENCE

Preferred

• Some prior experience in related field.

LICENSES AND CERTIFICATES

Preferred

• COMPTIA A plus 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.
• Friendly and service-oriented.
• Highly thorough and dependable.
• 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.

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 East Campus

Richmond, Indiana

This is an in-person 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: Intermediate

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