IT Support

Ivy Tech Community College•Madison, IN

About The Position

Under the direction of the IT Director, the IT Support position supports the daily activities of the local IT Support Team. The role provides support for 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. The position is shared between the Lawrenceburg and Madison campuses. The position provides technical support and guidance in a positive, cooperative, and professional manner. It processes Helpdesk cases and incidents within the Service Level Agreement, documents communications respectfully and completely, and reaches out to a supervisor with questions or for case escalation. Support may be provided by phone, email, or in person. Under the IT Director's direction, the employee develops troubleshooting guidance, assists system or network administrators as assigned, participates in IT projects and statewide teams, and provides input on operational efficiency, technical skills, and customer service. The role also includes maintaining equipment, following preventative measures, supporting the physical and data security of lab equipment and software, helping identify network security vulnerabilities, and moving equipment as assigned. The employee must be able to climb ladders and repeatedly lift up to 30 pounds, and be willing to work nights and weekends as needed and travel as necessary.

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 ability 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 substitute for the degree.
Experience in a higher education environment.

Responsibilities

Support daily activities of the local IT Support Team.
Provide support for hardware, software, printers, projectors, document cameras, scanners, and related IT equipment.
Assist staff, faculty, and students with classroom IT and instructional equipment.
Provide limited network and server support for requests or projects in cooperation with IT system and network administrators.
Provide technical and user support and guidance in a positive, cooperative, and professional manner.
Process IT Helpdesk cases and incidents in a timely manner and within the SLA, ensuring case communications are complete and respectful.
Reach out to a supervisor with questions or for case escalation.
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 cases and incidents.
Develop troubleshooting guides and guidelines under the direction of the IT Director.
Assist the IT System Administrator or IT Network Administrator as assigned by the IT Director.
Participate in IT Support-related projects as assigned by the IT Director.
Follow equipment cleaning and maintenance schedules and preventative measures to reduce downtime.
Provide input to the IT Director on improving operational efficiency, technical skills, and customer service skills.
Participate in statewide teams as needed.
Share responsibility for the physical and data security of lab equipment and software.
Help identify network security vulnerabilities.
Move equipment as assigned.

Benefits

Multiple medical plan options with a Health Savings Account and employer contribution
Dental plan with preventive services and orthodontia coverage
Vision plan
Employee Assistance Program, including confidential counseling and legal and financial planning consultations
Wellness program with opportunities to earn $250 in Wellness Rewards
Healthcare and dependent-care Flexible Spending Accounts
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 retail services