IT User Support Technician
Indiana University

Job Info

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Department

UITS HEALTH TECHNOLOGY SUPPORT (UA-CHTS-IUBLA)

Department Information

At University Information Technology Services (UITS) we provide the technology, tools, and services you need to succeed. UITS supports IU's vision for excellence in research, teaching, outreach, and lifelong learning. 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. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.

Health Technology Services (HTS), a division within Client Technology Support (CTS) at University Information Technology Services (UITS), is dedicated to providing high touch, concierge, IT support and services to the 10,000+ physicians, researchers, and academic faculty, staff, and students of the health sciences schools and entities at Indiana University. HTS delivers the highest quality IT services and support via phone, email, chat, and in-person methods, to our users that span 9 health sciences campuses across the state, and numerous locations where our constituents are making an impact around the world. Our HTS teams are integral to the success of the health sciences missions of Indiana University.

Job Summary

Under the general direction of the Manager for Health Technology Support (HTS) for Student Health Center, the IT User Support Technician is responsible for the delivery of desktop support for the Student Health Center (SHC) staff as well as serving as backup for other HTS units on campus when necessary and available.

Department-Specific Responsibilities

• Delivers and configures desktop computers and laptops, printers, and associated devices and peripherals.
• Performs software and application installation and patch management for workstations and anti-virus software configuration through configuration.
• Technical through configuration performance, security, implementation of local computing platforms, policies, and procedures.
• Develops and maintains documentation.
• Remains current with the latest software and industry technology trends.
• Participates in short-term and long-term strategies for technology utilization.
• Provides instruction and training for end-users.

General Responsibilities

• Provides senior-level technical support to faculty, staff, and students; resolves senior-level problems and, as necessary, escalates the most critical/complex problems to appropriate leadership.
• Serves as a IT support lead, providing guidance to junior team members as needed and acting as an escalation point for difficult problems.
• Interprets complex technical problems and provides support for hardware, software, and systems.
• May assist with testing and implementing new and existing technology solutions to address user support issues.
• 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.
• 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

This is an in-position

Bloomington, Indiana

Benefits Overview

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.

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.

Posting Disclaimer

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.

Equal Employment Opportunity

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.

Campus Safety and Security

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 iups@iu.edu or by visiting IUPD.

Contact Us

Request Support
Telephone: 812-856-1234

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