IT User Support Technician

at  Indiana University

JOB SUMMARY

Join a robust IT support team at the heart of Indiana University’s McKinney School of Law! In this role, you can work closely with the full-time faculty and staff, plus many more part-time and academic employees. Your work will also indirectly support the McKinney School of Law students. As a Tech Support Specialist with McKinney Technology Services, you will provide comprehensive IT support to faculty and staff and contribute to student success through projects involving classroom maintenance, service documentation, and more. This position provides an excellent platform to enrich your technology skills and contribute to the core mission of Indiana University while building relationships within the tight-knit McKinney community.

Department Specific Responsibilities

• Provides rapid-response technical support to instructors in classrooms.
• Delivers technical support via phone, email, and in-person to McKinney constituents.
• Collaborates with other IT teams across IU to address and resolve issues with IU software and systems.
• Assists with the purchase of software and technology hardware.
• Prepares workstations through endpoint management solutions to deploy standard software and configurations.
• Facilitates maintenance and repair of classroom and conference room technology.
• Documents work effectively and ensure all standards are met to describe issues, updates, and resolutions.

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.

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.

Department Specific Responsibilities

• Provides rapid-response technical support to instructors in classrooms.
• Delivers technical support via phone, email, and in-person to McKinney constituents.
• Collaborates with other IT teams across IU to address and resolve issues with IU software and systems.
• Assists with the purchase of software and technology hardware.
• Prepares workstations through endpoint management solutions to deploy standard software and configurations.
• Facilitates maintenance and repair of classroom and conference room technology.
• Documents work effectively and ensure all standards are met to describe issues, updates, and resolutions

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