IT User Support Specialist
Indiana University - Bloomington, IN
posted 3 months ago
About the position
The IT User Support Specialist position at Indiana University is a vital role within the University Information Technology Services (UITS) department. This position is designed for individuals who are passionate about technology and dedicated to providing exceptional support to the IU community. The UITS department is committed to fostering an inclusive and diverse workplace that encourages growth, flexibility, and creativity. As part of the Knowledge Management team, the specialist will maintain and enhance the content in the IU Knowledge Base, ensuring that students, faculty, and staff have access to the necessary IT resources and documentation. This role involves collaborating with service owners across all campuses to identify, collect, create, and maintain content related to computing systems, applications, and IT services used for teaching, learning, research, and administration. In this position, the specialist will be responsible for ensuring that documentation is accessible and meets usability standards. They will stay informed about all services offered by the university and assist in creating and maintaining dashboards for leadership and IT colleagues. The role also includes providing technical consulting, advising, and systems analysis services for client-supported software and systems. The specialist will conduct research on existing technology solutions, evaluate new product releases, and stay updated on emerging technologies and industry trends. Effective communication with clients is essential, especially in resolving escalated issues, and the specialist may also provide training to students, faculty, and staff on various IT topics. This position offers a unique opportunity to work at the intersection of technology and education, providing insights into technical and service ownership while collaborating with experts across multiple IT fields. The role is designed to support the mission of Indiana University in becoming a world-class leader in research and education, with ample opportunities for professional development and growth.
Responsibilities
- Collaborate with service owners across all campuses to identify, collect, create, and maintain content about computing systems, applications, and IT services.
- Ensure that documentation is visible to appropriate audiences and meets accessibility and usability standards.
- Stay up-to-date with all services offered and/or supported by the university.
- Assist in the creation and maintenance of dashboards for leadership and IT colleagues.
- Document processes for dashboard maintenance and support IT-related mailings and hosted events.
- Provide technical consulting, advising, and systems analysis services for client-supported software and systems.
- Conduct research and evaluate existing technology solutions and their future releases.
- Provide advice for best practices in deploying collaboration solutions and partner with technical staff on unique problems.
- Stay informed on emerging technologies, trends, and best practices; make recommendations to improve IT support processes.
- Communicate effectively with clients to resolve escalated issues and provide training to students, faculty, and staff.
Requirements
- Bachelor's degree (preferably in computer science or related field).
- Some experience providing technical computing support to users via direct consultation, development and delivery of computing education, writing user documentation, or related experience.
- Proficient communication skills and a high degree of professionalism.
- Demonstrated time management and priority setting skills.
- High commitment to quality and flexibility to work in a fast-paced, dynamic environment.
- Excellent organizational skills and a friendly, service-oriented attitude.
- Sound understanding of network fundamentals and application of existing industry best practices.
- Knowledge and skill in recent Microsoft Office suite and familiarity with recent Microsoft Windows and Macintosh client OSes.
Nice-to-haves
- Knowledge and skill in technical writing (structured writing) and technical editing.
- Experience publishing on the web and familiarity with markup languages, such as HTML.
- Familiarity with the technical landscape at Indiana University.
Benefits
- 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)
