VICE PRES INFORMATION TECHNLGY (UA-VPIT-IUBLA)

The Research and Education Networks Information Sharing and Analysis Center (REN-ISAC) provides cyber security services to over 725 member organizations. Founded in 2003, REN-ISAC is hosted with in Indiana University under the Vice President for Information Technology (VPIT).

We are currently hiring for Tier 1 Support, which is a great entry-level position for those interested in a career in information technology or cyber security. 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.

The services provided by REN-ISAC to its members require some degree of technical support, including account administration, providing general information to members, directing members to online resources, and responding to member requests. Consultants in this entry level position gain valuable client service experience and technical knowledge that will improve their career marketability. This is a fantastic part-time opportunity for students but is not limited to students.

Department-Specific Responsibilities

• Provides tier 1 technical assistance to REN-ISAC member representatives via a ticketing systems and email.
• Provides tier 1 technical assistance by supplying accurate information, analyzing, and resolving issues in a timely manner.
• Provides support to REN-ISAC member representatives to resolve problems for multiple service areas
• Documents all member interactions accurately and promptly.
• Assumes ownership and responsibility for the needs of the member representative by following up with members 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 members.
• Uses all available tools to assist in problem solving.
• Research answers when not immediately knowledgeable using online resources.
• Involves Supervisor, when necessary, in defining and resolving a problem.

EDUCATION

Required

• High school diploma or GED

Preferred

• Some college credit

WORK EXPERIENCE

Required

• Prior customer service experience

SKILLS

Required

• Competency in basic computer skills.
• Delivers concise, effective, and respectful communication.
• Provides accurate and complete documentation.
• Adheres to work schedule.
• Works effectively with others.
• Makes timely and effective decisions based on available information.
• Encourages and is receptive to suggestions and solutions from others.

This 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.

Bloomington, Indiana

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. Phone, email, and chat shifts will be conducted in either a work-from-home environment or an in-office environment and may transition back to a full-time in-office environment at a later date. To be considered for work-from-home, consultants must first demonstrate reliable and dependable work habits and attendance.

Starting wage is $15.00 per hour.
Consultants may be eligible for a $1.00 raise upon completion of their first 90 days of employment.

15 to 29 hours per week

Must be able to work at least half of one's hours during normal working hours (9:00 a.m. to 5:00 p.m)

Commitment to work at least 1 year

Shifts are assigned based on a combination of staffing needs, consultant availability, seniority, and attendance history.

Schedulers work to accommodate class schedules making this a perfect opportunity for students

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.

Career Level: Part Time Employee

FLSA: Nonexempt

Job Function: Part Time Employee

Job Family: Part Time Employee

Click here to learn more about Indiana University's Job Framework.

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.

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.

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.

Request Support
Telephone: 812-856-1234