IT Support

Ivy Tech Community College•Columbus, IN

About The Position

This role provides technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional appearance and demeanor at all times. The IT Support position processes IT Helpdesk cases/incidents to ensure timely resolution within the Service Level Agreement (SLA) and maintains complete and respectful communication. The role involves actively reaching out to the supervisor for questions or case escalation. Support covers issues related to desktop and laptop devices, printers, document cameras, scanners, projectors, network, wireless, and VoIP. Additional forms of communication, such as phone or face-to-face interaction, are utilized as needed to maintain excellent customer service. Under the direction of the IT Director, the position develops troubleshooting guides and guidelines. Assistance is provided to the IT System Administrator or IT Network Administrator as assigned. The role participates in additional IT Support related projects and follows regular equipment cleaning and maintenance schedules, implementing preventative measures to reduce downtime. Input is provided to the IT Director on ways to improve operational efficiency, personal technical skills, and customer service skills. Participation in one or more statewide teams may be required. The position shares responsibility for physical and data security for lab equipment and software, and helps identify network security vulnerabilities. Assistance with moving equipment is also part of the role. Other duties logically associated with the position may be assigned.

Requirements

Must possess good customer service and organizational skills
Must possess good written and oral communication skills and be able to provide service over the phone, through email or in person
Must be proficient with current hardware and software technology
Must be able to maintain professional relationships with peers and superiors
Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support
Must be dependable
Ability to stay calm in stressful situations
Ability to handle multiple competing priorities
Ability to create and maintain documentation
Must show initiative in all activities
Must be willing to seek and undertake additional training and/or earn industry standard certifications as needed
Must be physically capable of climbing ladders and lifting up to 30 pounds repeatedly
Must be willing to work nights and weekends as needed
Must be willing to travel as necessary

Nice To Haves

Experience in a higher education environment is desirable

Responsibilities

Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional appearance and demeanor at all times.
Process IT Helpdesk cases/incidents to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA) and that the communication documented within cases/incidents is complete and respectful; Responsible for actively reaching out to supervisor for questions or case escalation.
Process IT Helpdesk cases/incidents to provide end-user support covering but not limited to issues covering desktop and laptop devices, printers, document cameras, scanners, projectors, network, wireless, VoIP.
Utilize additional forms of communication, such as phone or face to face, as needed when processing IT Helpdesk cases/incidents in order to maintain excellent customer service.
Under the direction of the IT Director, develop troubleshooting guides and guidelines for resolving problems that will benefit others.
Provide assistance to the IT System Administrator or IT Network Administrator as assigned by the IT Director.
Participate in additional IT Support related projects as assigned by the IT Director.
Follow regular equipment cleaning and maintenance schedules, follow preventative measures as instructed to reduce downtime.
Provide input to IT Director on ways to improve operational efficiency, personal technical skills, and customer service skills of department.
Participate in one or more statewide teams as needed.
Share responsibility of physical and data security for lab equipment and software.
Help identify network security vulnerabilities.
Assist in moving equipment as assigned.

Benefits

Multiple medical plan options paired with a Health Savings Account with a generous employer contribution
Dental plan with no-cost preventive services and coverage for orthodontia
Vision plan with low-cost exams and allowances for glasses or contact lenses
Employee Assistance Program offering no-cost confidential counseling sessions, legal consultations, financial planning consultations, and other resources
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
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
Additional discounts on gym memberships, transportation, and various retail services