Part-Time IT User Support Technician

$35,360 - $35,360/Yr

Indiana University - Bloomington, IN

Part-time - Entry Level

Bloomington, IN

Ambulatory Health Care Services

About the position

The Part-Time IT User Support Technician at Indiana University is a vital role within the University Information Technology Services (UITS) department, specifically under the Client Technology Support (CTS) division. This position is designed to provide high-touch, client-focused IT support to faculty, staff, and students across various departments, academic programs, and research centers on the Indianapolis campus. The technician will be responsible for delivering mid-level technical support, resolving both mid and low-level problems, and referring more complex issues to appropriate supervisors or senior-level support staff as necessary. In this role, the technician will interpret problems and provide technical support for hardware, software, and systems, following established protocols to deliver technology solutions that support the university's faculty and staff. The technician will also share resources and training materials to assist users, identify recurring difficulties or problems, and report on trends while updating documentation as needed. Staying up-to-date with all services offered and supported by the university is crucial, as is documenting and tracking calls received and following up with clients until satisfactory resolutions are achieved. This position requires a high degree of professionalism, effective communication skills, and the ability to work in a fast-paced, dynamic environment. The technician must be friendly, service-oriented, and enthusiastic about technology, ensuring that all interactions with clients are positive and productive. The role also involves physical demands, including the ability to frequently move objects weighing up to 50 pounds and operate computers and related technical equipment. Overall, the Part-Time IT User Support Technician plays a key role in enhancing the technology experience for the Indiana University community, contributing to the institution's vision for excellence in research, teaching, outreach, and lifelong learning.

Responsibilities

• Provides mid-level technical support to faculty, staff, and students.
• Resolves mid and low-level problems.
• Refers more complex issues to appropriate supervisors and/or senior-level support staff as necessary.
• Interprets problems and provides technical support for hardware, software, and systems.
• Follows established protocols to provide technology solutions in support of 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.

Requirements

• High school diploma or equivalent (such as HSED or GED).
• Computer and customer service related experience.
• 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.
• Highly thorough and dependable.
• Friendly and service-oriented.
• Enthusiasm for technology.

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)