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UITS Tier 2 Support staff are technical experts primarily serving Indiana University's IT Professionals and subject matter experts in five areas: Accounts and Student Information Systems, Desktop/Server/Mobility, Health Technology Services Phone Support, Web Services, and Partnered Technology Support. Our mission is to empower the IU community to succeed through excellent IT services and support.
Job Summary
Come join a premiere IT support team at Indiana University! UITS Tier 2 Support is looking for an engaging and skilled IT technician with a client service focus, technical acumen, and a keen analytical mind to join the Desktop Server Mobility team. This position will liaise close with our Patented Technology Support team and is a unique opportunity to work at the hub of Information Technology at Indiana University, interact with experts in multiple IT fields, and grow your skills while working in a collaborative and supportive IT environment.
Department-Specific Responsibilities
Provides technical assistance over multiple services such as phone, email, and chat.
Provides technical advising and troubleshooting support to clients in order to resolve problems reported for multiple service areas.
Operates in a fast response, high-touch client support landscape that requires high levels of client support and close partnership with multiple teams.
Documents all customer interactions for research, review, and future reference.
Works with clients until a satisfactory resolution is reached. As necessary, escalates issues to the appropriate tier 3 team or administrators.
Updates technical documentation in the IU Knowledge Base for both internal and public consumption.
Updates and improves training documentation.
General Responsibilities
Provides experienced technical consulting, advising, and systems analysis services including multi-platform expertise for client-supported software and systems.
Utilizing experienced system analysis techniques and procedures, conducts research and evaluates use of existing technology solutions and their future releases, new product releases of client software, and emerging technologies, applications, and industry trends.
Provides experienced advice and consultation on best practices of deployment of collaboration solutions; collaborates with appropriate technical staff on unique problems requiring specialized knowledge .
Conducts research and stays up-to-date on emerging technologies; makes recommendations to improve IT support processes and procedures.
Communicates effectively with clients in resolving escalated issues.
Provides informal and formal training to faculty, staff, and students on information technology; provides training, leadership, and mentors junior level appointed support staff.
Ensures all documentation standards are met (issues, resolutions, updates/changes).
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
Bachelor's degree preferably in computer science or related field
WORK EXPERIENCE
Required
2 years providing technical computing support to users via direct consultation, development and delivery of computing education, writing user documentation, or related experience
Preferred
3 years of experience in providing high-level technical computing support and systems analysis
SKILLS
Required
Proficient communication skills
Maintains a high degree of professionalism
Demonstrated time management and priority setting skills
Demonstrates a high commitment to quality
Possesses flexibility to work in a fast paced, dynamic environment
Seeks to acquire knowledge in area of specialty
Highly thorough and dependable
Friendly and service-oriented
Excellent organizational skills
Demonstrates a high level of accuracy, even under pressure
Sound understanding of mobile technology (Devices, Operating Systems, and Applications), network fundamentals (LAN/WAN and Wireless), Internet messaging protocols (ssh, SSL, SMTP, IMAP, MAPI) and IP Telephony
Strong understanding of Windows Active Directory, Group Policy Objects management, patch management, network fundamentals, IP protocol suite and applications, Exchange and various email client software
Preferred
Strong technical acumen
Possesses keen analytical mind
Demonstrates understanding of Indiana University's central services and systems, including Jamf Pro, SCCM, and others
Familiarity with the IU Knowledge Base
Demonstrates understanding of Windows Active Directory and Group Policy Object (GPO) management
Strong skills and understanding of Microsoft O365, including the Microsoft Office Suite, Exchange Online, and Azure
Familiarity and ability to program using Powershell and Windows Script Host
Demonstrates understanding of network fundamentals, and understanding and application of existing industry best practices
Familiarity with recent Microsoft Windows and Macintosh client OS's, Exchange, common email clients
Strong customer service focus
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
Bloomington, Indiana or Indianapolis, Indiana
This position is eligible for remote work, subject to change in the future based on university policy and business needs.
Advertised Salary
$59,225.00 per year based on education and experience.
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: Career
FLSA: Exempt
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.
