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Part-Time Support Center Consultant

Company: Indiana University
Location: Indianapolis
Posted on: June 7, 2024

Job Description:

Special Instructions SummaryPlease reach out to the support center team at with any questions. DepartmentVICE PRES INFORMATION TECHNLGY (UA-VPIT-IUINA)Department InformationThe 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. 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.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 peopleUnderstanding our clients' needsParticipating in meaningful partnershipsProviding an environment for innovationOutstanding service is our normRespect and integrity underpinning all Teamwork and communication in everything we doJob SummaryThe award-winning University Information Technology Services (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. Numerous former consultants have moved on to full-time positions within the Support Center and other groups within University Information Technology Services (UITS) and the university.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 and 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. As necessary, escalates unresolved issues to the appropriate supervisors, tier 2 staff, and administrators.
  • 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, when necessary, in defining and resolving a problem.QualificationsEDUCATIONRequired
    • General knowledge at the high school level.Preferred
      • Associate degree.WORK EXPERIENCERequired
        • Client service experience.SKILLSRequired
          • 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 with others.
          • Demonstrates timely and effective decisions based on available information.
          • Ability to encourage others and is receptive to suggestions and solutions.
          • Demonstrated technical abilities.Working Conditions / DemandsThis 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.Required to have a stable internet connection and a quiet environment from which to work. Consultants will need to provide their own headset with microphone and confirm it is in good working order. Must be able to work evening and/or weekend shifts.Work LocationIndianapolis, IndianaThis position is eligible for remote work or 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$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 Hours20 - 29 hours per week.Commitment to work at least 2 full semesters.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, and our schedules are set on a per semester basis. 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, and attendance.Benefits 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: Part Time EmployeeFLSA: NonexemptJob Function: Part Time EmployeeJob Family: Part Time EmployeeClick here to learn more about Indiana University's Job Framework.Posting DisclaimerThis 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 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 or by visiting IUPD.Contact UsRequest SupportTelephone: 812-856-1234

Keywords: Indiana University, Indianapolis , Part-Time Support Center Consultant, Professions , Indianapolis, Indiana

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