The Kelley School of Business at Indiana University is a comprehensive provider of top-tier business education with a full portfolio of undergraduate, graduate, doctoral, and executive programs on campuses in Bloomington and Indianapolis, and online worldwide. The Kelley School has been creating career momentum for more than 100 years, going from 70 students in 1920 to an enrollment of more than 14,000 students today. Our innovative curriculum is built on personal development, teamwork, and experiential learning with an emphasis on global and social responsibility. Our success is reflected globally in our reputation among academic peers, our career placement statistics, and the accomplishments of more than 123,000 living alumni around the globe.

Department-Specific Responsibilities

• Provides user support for faculty, staff, and graduate students of the Kelley School of Business.
• Answers inquiries via telephone, e-mail, and walk-in traffic; uses an online work request system to track and report service requests.
• Performs light maintenance and installation of networked and local printers; performs PC and Macintosh desktop/laptop troubleshooting and repair.
• Responds to classroom technology emergencies; assists faculty and staff with smartphone/mobile device setup and troubleshooting.
• Performs installation and troubleshooting of VoIP devices.
• Delegates assignments to part-time staff; installs and configures workstations and peripheral devices; installs and configures digital signs.
• Ensures all work is completed according to IU, Kelley, and department policies and procedures.
• Performs other duties as assigned.

General Responsibilities

• Provides senior-level technical support to faculty, staff, and students; resolves senior-level problems and, as necessary, escalates the most critical/complex problems to appropriate leadership.
• Serves as a IT support lead, providing guidance to junior team members as needed and acting as an escalation point for difficult problems.
• Interprets complex technical problems and provides support for hardware, software, and systems.
• May assist with testing and implementing new and existing technology solutions to address user support issues.
• 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.
• May be responsible for training and overseeing the work of hourly and temporary workers.

EDUCATION

Required

• High school diploma or GED

Preferred

• Bachelor's degree

WORK EXPERIENCE

Required

• 4 years of computer support or related experience

Combinations of related education and experience may be considered

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
• Highly thorough and dependable
• Possesses a high degree of initiative
• Ability to build strong customer relationships
• Friendly and service-oriented
• Expertise with Windows and/or Mac operating systems and software
• Expertise with Microsoft Office suite
• Expertise with university systems

Preferred

• Computer support certifications
• Knowledge of cloud-based services, such as Office 365, OneDrive, Google Drive, JAMF, SCCM, etc
• Strong problem-solving and analytical skills, team orientation, and ability to work in a dynamic and diverse work environment
• Proficient in the most up to date version of Microsoft Windows, MS Office, and Macintosh operating systems
• Knowledge of databases, spreadsheets and word processing applications
• Experience with networking and printing

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.

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: Mastery

FLSA: Nonexempt

Job Function: Information Technology

Job Family: IT User Support

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 pag