The Client Support 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 (IU). The support is broad, deep, and structured to assist with the use of technology in their work, studies, and research. We are committed to providing excellent customer service during every single client contact. Our consultants provide technical support via phone, chat, email, walk-in, 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:
S uccess through empowering people.
U nderstanding our clients' needs.
P articipating in meaningful partnerships.
P roviding an environment for innovation.
O utstanding service is our norm.
R espect and integrity underpinning all.
T eamwork and communication in everything we do.
Come join our team! We are currently hiring within 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 part-time consultants to join our team. Consultants in this entry level position gain valuable client service experience and technical knowledge that will improve their career marketability.
Department-Specific Responsibilities
Provides tier 1 technical assistance to students, faculty, staff, parents, alumni, donors and other external audiences via phone, chat, email, and walk-in.
Provides tier 1 technical assistance by supplying accurate information, analyzing, and resolving issues in a timely manner.
Provides support to clients to resolve problems for multiple service areas, including but not limited to desktop/mobile computing device platforms (including Windows, macOS, iOS, Android and others), central systems (email, learning management systems, storage platforms, etc.) and campus networking (wired and wireless connectivity).
Documents all client interactions accurately and promptly.
Assumes ownership and responsibility for the needs of the client by following up with clients until a satisfactory resolution is reached.
Escalates unresolved issues to the appropriate supervisors, tier 2 staff, and administrators as necessary.
Maintains awareness of organizational/system changes and current issues affecting clients.
Uses all available tools to assist in problem solving.
Researches answers when not immediately knowledgeable using online resources.
Involves Support Advisor or Supervisor in defining and resolving a problem when necessary.
Qualifications
EDUCATION
Required
General knowledge at the high school level.
Preferred
Associate degree.
WORK EXPERIENCE
Preferred
Client service experience.
SKILLS
Required
Delivers concise, effective, and respectful communication.
Provides accurate and complete documentation.
Adheres to work schedule.
Demonstrates proven technical abilities.
Works effectively with others.
Makes timely and effective decisions based on available information.
Encourages and is receptive to suggestions and solutions from others.
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 accommodation.
Additional Information
Numerous former consultants have moved on to full-time positions within the Support Center and other groups within UITS and the university.
Our support is available 24 hours a day, 7 days a week, and our schedules are set on a per semester basis. We require a commitment to work 2 full semesters. Schedulers request availability from every part-time consultant before the start of each semester (fall, spring, and summer) to create a semester schedule. Shifts are assigned based on a combination of staffing needs, consultant availability, seniority, and attendance history.
Work Location
Bloomington, Indiana
This position is eligible to work a hybrid schedule (mix between remote and in-person work), subject to change in the future based on university policy and business needs.
To be eligible for remote work, consultants are required to have their own computer, high speed internet, and a quiet place to work.
Advertised Salary
$14.00 per hour.
Consultants may be eligible for a $1.00 raise upon completion of their first 90 days of employment.
Work Hours
10:00pm - 8:00am.
Consultants are scheduled to work between 20-29 hours per week and are required to be available to work overnight and/or overnight weekend shifts.
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: Part Time Employee
FLSA: Nonexempt
Job Function: Part Time Employee
Job Family: Part Time Employee 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.
