IT Support

Ivy Tech Community College•Indianapolis, IN

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 provides support for hardware, software, printers, projectors, document cameras, scanners, and related IT equipment, and helps staff, faculty, and students operate 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. The position provides friendly, professional technical assistance, processes helpdesk tickets within service-level expectations, and documents communications completely and respectfully. The role also contributes to troubleshooting documentation, equipment maintenance, security, departmental improvement, statewide teams, and other IT Support projects. Other duties logically associated with the position may be assigned. This is an hourly role based at the Kosciusko County Site. Compensation is $17.00–$20.00 per hour, based on qualifications and experience. Employment offers are contingent upon an acceptable criminal background check.

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, or 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 and handle multiple competing priorities.
Ability to create and maintain documentation.
Initiative in work 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 and to travel as necessary.
Employment offer is contingent upon an acceptable criminal background check.

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, and professional manner.
Process IT Helpdesk tickets in a timely manner and within the Service Level Agreement, ensuring ticket communications are complete and respectful.
Seek guidance from the supervisor when questions arise and escalate tickets when appropriate.
Support end users with 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 customer service while processing helpdesk tickets.
Develop troubleshooting guides and guidelines under the direction of the IT Support Team Lead.
Assist the IT System Administrator or IT Network Administrator as assigned by the IT Support Team Lead.
Participate in IT Support-related 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 skills.
Participate in one or more statewide teams as needed.
Share responsibility for physical and data security of lab equipment and software, and help identify network security vulnerabilities.
Move equipment as assigned.
Undertake other duties logically associated with the position as assigned.

Benefits

Multiple medical plan options and a Health Savings Account with an 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
Wellness program with opportunities to earn $250 in Wellness Rewards
Flexible Spending Accounts for healthcare 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
Generous 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