Indiana University Purdue University Indianapolis (IUPUI)
Location: Bloomington, Indiana,
Internal Number: 300791
VICE PRES INFORMATION TECHNLGY (UA-VPIT-IUBLA)
Tier 2 Support is a department within University Information Technology Services (UITS) that provides advanced desktop, server, mobility, and email support to the IT Professional community of Indiana University, as well as to IT Professionals within UITS. Additionally, staff provide support for IU central systems such as the Student Information System, UITS Account Management, and web hosting services such as IU Sitehosting and WCMS. The Health Technology Services (HTS) Phone Support is a team within Tier 2 Support that provides technical assistance to students, faculty, and staff of the health sciences departments and healthcare organizations across the university. Our mission is to empower the IU community to succeed through excellent IT services and support.
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 core values define who we are, how we act and what we aspire to, which helps us to make amazing things happen in each neighborhood, community, and county we touch. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.
This role is an opportunity to strengthen your understanding of information technology services at an enterprise scale as well, as develop critical analytical and customer service skills as you support teaching professionals and researchers performing cutting edge life-saving research.
Come join a premiere IT support team at Indiana University! UITS Tier 2 Support is looking for part-time consultants in our HTS Phone Support team, supporting one of the premiere medical and research institutions in the world.
Department Specific Responsibilities
Provides technical assistance over multiple services such as phone, email, and chat.
Responsible for serving as a first responder unit for urgent technical issues in our medical community.
Provides technical advising and troubleshooting support to clients in order to resolve problems reported for multiple service areas:
Desktop and mobile computing device platforms (including Windows, macOS, iOS, Android and others).
Central systems (Active Directory, SharePoint, Jamf Pro, SCCM, Exchange Online, and others). Campus networking (Ethernet, WiFi, vLAN, DNS, VPN, etc.).
Documents all customer interactions for research, review, and future reference.
Works with clients until a satisfactory resolution is reached. As necessary, escalates issues to the appropriate supervisors, tier 2 staff, on-site technicians, and administrators.
Updates technical documentation in the IU Knowledge Base for both internal and public consumption.
Updates and improves training documentation.
High school diploma or GED.
Experience with Windows and macOS operating systems and software.
Experience with Android and iOS mobile operating systems and software, email systems and protocols.
General knowledge of the network protocols and structure.
High problem solving abilities.
High organizational and communication skills.
Excellent customer service attitude.
Strong technical skills.
Customer service skills.
Working Conditions / Demands
This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.
IU Bloomington Campus
$15 per hour.
Between 20-25 hours per week.
Availability to work Monday-Friday from 7:00 AM-6:00 PM.
Due 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 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 firstname.lastname@example.org or by visiting IUPD.
About Indiana University Purdue University Indianapolis (IUPUI)
IUPUI, a partnership between Indiana and Purdue universities, is Indiana’s urban research and academic health sciences campus.
IUPUI’s mission is to advance the state of Indiana and the intellectual growth of its citizens to the highest levels nationally and internationally through research and creative activity, teaching and learning, and civic engagement.
By offering a distinctive range of bachelor’s, master’s, professional, and Ph.D. degrees, IUPUI promotes the educational, cultural, and economic development of central Indiana and beyond through innovative collaborations, external partnerships, and a strong commitment to diversity.