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Form of workDepartment UITS ENTERPRISE SUPPORT (UA-CCSU-IUBLA) 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.
Job Summary The award winning UITS Support Center is currently hiring full-time Supervisors to join our team. Supervisors in this position are responsible for providing excellent customer service to the Faculty, Staff, Students, Parents, Alumni, Donors and other external audiences at Indiana University. This position manages performance of hourly staff through mentoring and clearly communicates progress and areas of improvement through regular meetings; influences hourly staff to accomplish desired goals.
In addition, this role oversees proper completion of outstanding issues and handles unassigned and escalated issues in real time. 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: Serves as an IT support lead, providing guidance to junior team members as needed and acting as an escalation point for difficult problems. Documents and tracks calls received and follows up with clients until a satisfactory resolution is reached. Responsible for training, mentoring and overseeing the work of hourly and temporary workers.
General Responsibilities: Provides technical consulting, advising, and systems analysis services for client-supported software and systems. Utilizing 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 advice for best practices of deployment of collaboration solutions; partners with appropriate technical staff on unique problems requiring specialized knowledge.
Stays up-to-date on emerging technologies, trends, and best practices; makes recommendations to improve IT support processes and procedures. Communicates effectively with clients in resolving escalated issues. May provide informal and formal training to faculty staff and students on information technology.
Adheres to documentation standards (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 Preferred Some experience providing technical computing support to users via direct consultation, development and delivery of computing education, writing user documentation, or related 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 Possesses flexibility to work in a fast paced, dynamic environment Seeks to acquire knowledge in area of specialty Friendly and service-oriented Excellent organizational skills Sound understanding of network fundamentals, and understanding and application of existing industry best practices Knowledge and skill in recent Microsoft Office suite Familiarity with recent Microsoft Windows and Macintosh client OSes, Exchange, common email clients Preferred Maintains a team environment Highly thorough and dependable Possesses a high degree of initiative 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 This 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 $53,560.00 annually Work Hours Supervisors are scheduled to work 40 hours per week and are required to be available to work evening and/or weekend shifts.
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: Core 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.
Contact Us Request Support Telephone: 812-856-1234
