Job Description

Department Information
The Enterprise 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. The support is broad, deep, and structured to assist with the use of technology 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 within Frontline, the group within University Information Technology Services (UITS) which provides tier 1 technical assistance to the IU Community. At University Information Technology Services (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.

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.

Job Summary
The award winning UITS Support Center is currently hiring a full-time Consultant to join our team. Consultants in this position gain valuable client service experience and technical knowledge that will improve their career marketability. Numerous former Consultants have moved on to higher-level positions within the Support Center and other groups within UITS and the university. This position provides tier 1 technical assistance to students, faculty, and staff via phone, chat, email, and walk-in.

Department-Specific Responsibilities

Provides support to clients to resolve problems for multiple service areas, including but not limited to:
Desktop and mobile computing device platforms (including Windows, macOS, iOS, Android and others).
Central systems (email, learning management systems, storage platforms, etc.).
Campus networking (wired and wireless connectivity).
Uses all available tools to assist in problem solving. Research answers when not immediately knowledgeable using online resources.
General Responsibilities

Provides front-line technical support to faculty, staff and students; resolves entry-level problems.
Follows established protocols to provide technology solutions in support of students, faculty and staff; escalates complex issues/problems to next level support or supervisor.
Shares existing resources and training materials to assist users; assists in identifying 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 assists with following 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

Preferred

Client service 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
Friendly and service-oriented
Demonstrates understanding of computer operating systems and excellent customer service
Basic knowledge of Windows and Mac desktops and Microsoft Office Suite
Familiarity with university systems
Preferred

Provides accurate and complete documentation
Adheres to work schedule
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 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.