Mission Critical Computer Coordinator (IT User Support Technician)
Indiana University

Job Info

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Department

UITS ENTERPRISE SUPPORT (UA-CCSU-IUBLA)

Department Information

The Enterprise Support Services division within University Information Technology Services (UITS) provides technology support services for students, faculty, staff, parents, alumni, donors, and other external audiences at Indiana University. The support is broad, deep, and structured to assist with technology use in their work, studies, and research. Our consultants provide technical support via phone, chat, email, in-person, in the online IU Knowledge Base, in Student Technology Centers and campus housing.

Our mission, vision and core values define who we are, how we act, and what we aspire to accomplish, which helps us to make amazing things happen.

Mission: Empowering the IU community to succeed through excellent IT services and support.

Vision: Utilize innovation, technology, and human resources to provide best-of-class IT support, services, and user communication to the IU community.

Values:

• Success through empowering people
• Understanding our clients' needs
• Participating in meaningful partnerships
• Providing an environment for innovation
• Outstanding service is our norm
• Respect and integrity underpinning all
• Teamwork and communication in everything we do

Come join our team! We are currently hiring for Frontline, the group within UITS which provides tier 1 technical assistance to the IU Community. At UITS 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.

Job Summary

The award-winning UITS Support Center is currently hiring a full-time Mission Critical Computer Coordinator to join our team. Coordinators in this intermediate support position gain valuable client service experience and technical knowledge, and leadership skills that will improve their career marketability. This position's responsibilities may change between working primarily for our Mission Critical team and serving as a supervisor for our frontline operations.

Department-Specific Responsibilities

• Provides tier 1 intermediate technical assistance to students, faculty, and staff via phone, chat, email, and walk-in.
• Provides positive leadership as a technical resource to the Support Center Consultants.
• Provides immediate feedback to consultants on client issues.
• Redirects personnel and resources as needed to provide adequate service coverage.
• Manages performance of hourly staff through mentoring and clearly communicates progress and areas of improvement through regular meetings; influences hourly staff to accomplish/achieve desired goals.
• Serves as an expert in central system support (Canvas, One.IU, IU List, networking, etc).
• Communicates and corresponds with Operations, Global NOC, and system owners to report outages and post IT Notices.
• Provides quick response to the IT Notice Hotline and IT Notice Inbox.

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.

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 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 and Microsoft Office suite
• Skilled in utilizing and troubleshooting university systems

Preferred

• Client service aptitude, including patience and empathy
• Demonstrated problem-solving and technical abilities
• Ability to deliver concise, effective, and respectful communication
• Ability to provide accurate and complete documentation
• Ability to adhere to work schedule
• Ability to work effectively as part of a team, giving and receiving encouragement and helpful feedback to promote the success of all
• Maintains a high degree of professionalism
• Possesses flexibility to work in a fast paced, dynamic environment
• Highly thorough and dependable
• Familiarity with Windows and macOS operating systems and software
• Familiarity with Android and iOS mobile operating systems and software, email systems and protocols
• Experienced in utilizing and troubleshooting university systems
• Makes timely and effective decisions based on available information

Working Conditions / Demands

This position requires the ability to communicate effectively and to operate computers and other related technical equipment. The person in this role must be able to perform the essential functions with or without an accommodation.

Must be on site for initial orientation and to pick up equipment and complete I9's.

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace at a fixed location within the United States that is free of distractions and dependencies. Coordinators working remotely will also need to provide their own headset with a microphone and confirm it is in good working order.

Additional Information

Please reach out to schiring@iu.edu with any questions about the position or application process.

We are committed to providing excellent customer service during every single client contact. Our support is available 24 hours a day, 7 days a week.

Work Location

Bloomington, Indiana

This position is eligible for a hybrid schedule (mix between remote and in-person work), subject to change based on university policy and business needs.

Advertised Salary

$42,000 - $49,691.20 per year based upon with experience and education.

Work Hours

40 hours per week

Required to be available to work evening and/or weekend shifts

The Support Center Frontline operates 24 hours a day, 7 days a week and does not close for university breaks. Consultant schedules are set per semester. Shifts are assigned based on a combination of staffing needs, consultant availability, and attendance. Our schedules accommodate consultants' class and religious obligations. This role is not eligible for overnight hours (12am-8am Bloomington and 10pm-8am Indianapolis).

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: Intermediate

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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