Computer Coordinator (IT User Support Technician)

Company: Indiana University
Location: Indianapolis
Posted on: May 29, 2023

Job Description:

DepartmentCLIENT SUPPORT (UA-CCSU-IUINA)Department InformationAt University Information Technology Services (UITS) we provide the technology, tools, and services you need to succeed. UITS supports IU's vision for excellence in research, teaching, outreach, and lifelong learning. 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. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours. 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:

• 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 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. Job SummaryThe award winning UITS Support Center is currently hiring full-time Computer Coordinators to join our team. Coordinators in this intermediate support position gain valuable client service experience, technical knowledge and leadership skills that will improve their career marketability. 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.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. 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. QualificationsEDUCATIONRequired
      • High school diploma or GED Preferred
        • Associate degree WORK EXPERIENCERequired
          • 2 years of computer support or related experienceCombinations of related education and experience may be considered LICENSES AND CERTIFICATESPreferred
            • COMPTIA A+ certification upon date of hireSKILLSRequired
              • 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
              • 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 Working Conditions / DemandsThis 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.Phone, email, chat and supervisory shifts will be conducted in either a work-from-home environment or an in-office environment and may transition back to a full-time in-office environment at a later date. To be considered for work-from-home Computer Coordinators are required to have their own computer, high speed internet, and a quiet place to work.Work LocationIndianapolis, IndianaThis 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.Advertised Salary$38,000 to $42,598 per year depending on education and experience. Work Hours40 hours per week Must be able to work evening and/or weekend shiftsBenefits OverviewFor 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 ClassificationCareer Level: IntermediateFLSA: NonexemptJob Function: Information TechnologyJob Family: IT User SupportClick here to learn more about Indiana University's Job Framework.Posting DisclaimerDue to the COVID-19 pandemic, there may be differences in the working conditions as advertised in our standard job postings (e.g., the ability to travel from one campus to another, etc.). If you are invited for an interview, please discuss your questions or concerns regarding the working conditions at that time. 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.New employees will be provided with information regarding Indiana University's COVID-19 vaccine policy, which includes the opportunity to request an exemption. To learn more, view our COVID-19 vaccine information page.Equal Employment OpportunityIndiana 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 SecurityThe 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 UsRequest SupportTelephone: 812-856-1234

Keywords: Indiana University, Indianapolis , Computer Coordinator (IT User Support Technician), IT / Software / Systems , Indianapolis, Indiana