IT Support

Ivy Tech Community College•Indianapolis, IN

2d•$17 - $20

About The Position

Under the direction of the IT Support Team Lead, the IT Support Level 2 position supports the daily activities of the local IT Support Team. The role supports general hardware and software, printers, projectors, document cameras, scanners, and related IT equipment, and assists staff, faculty, and students with classroom IT and instructional equipment. It may also provide limited network and server support for requests or projects in cooperation with the IT System Administrator and/or IT Network Administrator. All activities are conducted with appreciation and respect for diversity of people, styles, and views. The position is hourly, with compensation of $17.00 to $20.00 per hour based on qualifications and experience. It reports to the IT Director and has no supervisory responsibilities.

Requirements

High school diploma required.
Good customer service and organizational skills.
Good written and oral communication skills, including the ability to provide service by phone, email, and in person.
Proficiency with current hardware and software technology.
Ability to maintain professional relationships with peers and superiors.
Ability to use discretion and maintain confidentiality when accessing sensitive data and local administrative access to desktop equipment and data for support purposes.
Dependability.
Ability to remain calm in stressful situations.
Ability to handle multiple competing priorities.
Ability to create and maintain documentation.
Initiative in all activities.
Willingness to seek and undertake additional training and/or earn industry-standard certifications as needed.
Physical capability to climb ladders and repeatedly lift up to 30 pounds.
Willingness to work nights and weekends as needed.
Willingness to travel as necessary.

Nice To Haves

Associate degree in an IT-related field; equivalent additional experience and relevant certifications may be substituted.
Experience in a higher education environment.

Responsibilities

Provide technical and user support and guidance in a positive, cooperative, friendly, and professional manner.
Process IT Helpdesk tickets within the Service Level Agreement, ensuring timely resolution and complete, respectful communication; seek supervisor guidance or escalate tickets when needed.
Provide end-user support for desktop and laptop devices, printers, document cameras, scanners, projectors, network, wireless, and VoIP issues.
Use phone or face-to-face communication as needed to provide excellent customer service while processing tickets.
Under the direction of the IT Support Team Lead, develop troubleshooting guides and guidelines that help others resolve problems.
Assist the IT System Administrator or IT Network Administrator as assigned by the IT Support Team Lead.
Participate in additional IT Support projects as assigned by the IT Support Team Lead.
Follow equipment cleaning and maintenance schedules and preventative measures to reduce downtime.
Provide input to the IT Support Team Lead on improving operational efficiency, technical skills, and customer service.
Participate in one or more statewide teams as needed.
Share responsibility for the physical and data security of lab equipment and software, and help identify network security vulnerabilities.
Move equipment as assigned.
Perform other duties logically associated with the position as assigned.

Benefits

Multiple medical plan options paired with a Health Savings Account and employer contribution.
Dental plan with no-cost preventive services and orthodontia coverage.
Vision plan with low-cost exams and allowances for glasses or contact lenses.
Employee Assistance Program with confidential counseling, legal consultations, financial planning consultations, and other resources at no cost.
Wellness program with opportunities to earn $250 in Wellness Rewards.
Flexible Spending Accounts for healthcare (limited purpose) and dependent care.
10% employer retirement contribution, fully vested after two years.
Basic life insurance equal to annual salary paid by the College, with optional supplemental coverage.
Short-term and long-term disability benefits.
Fee remission for employees, spouses, and dependent children.
Tuition assistance for undergraduate, graduate, and doctoral programs.
Paid professional development opportunities.
Paid time off including vacation, sick leave, holidays, and winter recess.
Flexible work arrangements where available.
Paid childbirth recovery leave (8 weeks).
Paid parental leave (4 weeks).
Eligibility for Public Service Loan Forgiveness.
Discounts on gym memberships, transportation, and various retail services.