Part-Time Support Center Consultant at Indiana University in Bloomington, Indiana

Job Description:

Special Instructions Summary



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



Department



VICE PRES INFORMATION TECHNLGY (UA-VPIT-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, 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:

• 
  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 overall employee well-being through programs supported university wide.


Former consultants in this role have nearly unanimously stated in their exit interviews that they would recommend this job to a friend, colleague or classmate.


Numerous former consultants have moved on to full-time positions within the Support Center and other groups within UITS and the university. The Assistant Manager of the Support Center for IU Indianapolis, Ian Barclay, and the Tier 2 Support Manager, Morgan Menden, both began their UITS careers as part-time consultants!



Job Summary



The award-winning UITS Support Center is currently hiring part-time hourly 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. Our consultant mentorship program helps further guide each consultant's professional development according to their interests.


Department Specific Responsibilities

• Consultants provide tier 1 technical assistance and customer service.


• Shifts are typically divided into phone support, live chat support, and email support.


• Tier 1 assistance means helping with issues that can be resolved through general technical knowledge, our knowledge base documentation, or with assistance from senior teammates.


• Issues that require more specialized access or knowledge are escalated to appropriate resolver groups.


• Areas of support include but are not limited to:
  
  
  • Desktop and mobile computing device platforms (including Windows, macOS, iOS, Android and others).
  
  
  • Central systems (email, learning management systems, cloud storage including OneDrive and Google Drive, etc.).
  
  
  • Campus networking (wired and wireless connectivity).
  
  
  
  


• In all client interactions, consultants are expected to:
  
  
  • Supplies accurate information to clients; analyze and resolve issues promptly.
  
  
  • Documents all client interactions thoroughly and accurately.
  
  
  • Assumes ownership and responsibility for the client's needs by following up with them until a satisfactory resolution is reached.
  
  
  • Uses all available tools to assist in problem solving. Rely on knowledge base and other resources to research issues when the answer is not readily apparent.
  
  
  • Consults senior team members when necessary to define, investigate or resolve a problem.
  
  
  • Escalates unresolved issues to the appropriate supervisors, tier 2 staff, and administrators once other solution avenues have been exhausted.
  
  
  • Maintains awareness of organizational/system changes and current issues affecting clients.
  
  
  
  


• In addition to duties directly related to client support, consultants have the following responsibilities:
  
  
  • Adheres to scheduled work times and communicate immediately if unable to do so.
  
  
  • Keeps accurate clock in and out times.
  
  
  • Reviews communications from department leadership.
  
  
  • Completes all assigned compliance and training items in a timely manner.
  
  
  • Communicates schedule availability changes, planned and emergency absences and other issues that would impact scheduling to supervisors as early as possible.
  
  
  
  

Qualifications



EDUCATION



Required

• General knowledge at the high school level

Preferred

• High school diploma or equivalent (such as HSED or GED)


• Enrolled in or completed an IT-related degree program

WORK EXPERIENCE



Preferred

• Client-facing role in a service industry position

SKILLS



Required

• Client service aptitude, including patience and empathy


• Demonstrates 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

Preferred

• Familiarity with Windows and macOS operating systems and software


• Familiarity with Android and iOS mobile operating systems and software, email systems and protocols


• Strong interest in technology, including tech-related hobbies and activities

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.


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. Consultants working remotely will also need to provide their own headset with microphone and confirm it is in good working order.



Work Location



Bloomington, Indiana or Indianapolis, Indiana


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



Advertised Salary



Starting wage is $13 per hour ($13.50 per hour for after-hours shifts).


Consultants may be eligible for a $1.00 raise upon completion of their first 90 days of employment.



Work Hours



This position may work between 20-29 hours per week.


Must be able to work some evening and weekend shifts.


Consultants are requested to commit to working at least 2 full semesters (8 months).


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:

• Comprehensive medical and dental insurance


• Health savings account with generous IU contributions


• Healthcare and dependent care flexible spending accounts


• Basic group life insurance paid by IU


• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance


• Base retirement plan with generous IU contributions, subject to vesting


• Voluntary supplemental retirement plan options


• Tuition subsidy for employees and family members taking IU courses


• 10 paid holidays plus a paid winter break each year


• Generous paid time off plans


• Paid leave for new parents and IU-sponsored volunteer events


• Employee assistance program (EAP)

Learn more about our benefits by reviewing the IU Benefit Programs 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 opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University 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.



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