Tier 3 IT Support Specialist

Indiana State University•Terre Haute, IN

41d•Onsite

About The Position

The role involves resolving complex issues escalated from the Tier 2 support team and completing assigned tickets efficiently. The candidate will maintain technical proficiency in ISU enterprise systems, disseminate knowledge among the customer support team, and assign applications and permissions to users using centralized application management tools. Additionally, the role includes assisting MDM administrators with testing and deploying new system configurations and applications, collaborating with system administrators to identify and implement long-term solutions for recurring issues, and investigating new technology and software for use by faculty, students, and staff. Other duties may be assigned as needed.

Requirements

Education: 4-year degree in Computer or Technology related field or equivalent in professional certificates from AWS, Cisco, CompTIA, Google, HDI, IAPP, ISACA, ISC2, ITIL Foundation, or Microsoft
Experience: 5 Years in an IT support related field
OR
Education: High School diploma or GED
Experience: 10+ years in an IT support related field
Able to adapt to change
Able to assemble, analyze and present data
Able to learn and retain information
Able to multitask
Able to plan, organize, and implement projects in a timely manner
Able to read English, understand, and follow verbal and written instructions
Able to work both independently and collaboratively
Able to work carefully and politely around others
Able to work well with others
Attention to detail
Demonstration of high ethical standards, integrity, professionalism, politeness, and courteousness
Excellent customer service skills
Excellent interpersonal, organizational, planning, teambuilding and problem solving skills
Excellent leadership skills
Proficiency with Microsoft Office and other computer applications
Proven verbal and written communication skills
Willing to interact with students
Willing to work extended hours during events and peak seasons, when required
Work effectively with a diverse community

Nice To Haves

Bachelors degree and 2-3 years of relevant experience
Experience in an educational environment preferred
A+ Certification, Microsoft Certifications Preferred
CompTIA Network+
CompTIA Security+
Microsoft Certification AZ-900
Experience with Microsoft Cloud Tools

Responsibilities

Address and resolve advanced technical problems escalated from the Tier 2 support team.
Efficiently manage and complete assigned support tickets to ensure timely resolutions.
Stay current with the latest developments in ISU enterprise systems and disseminate this knowledge to the customer support team.
Assist Mobile Device Management (MDM) administrators with testing and deploying new system configurations and applications, particularly using Microsoft Intune.
Work closely with system administrators to identify recurring issues and implement long-term solutions.
Research and evaluate new technology and software for potential use by faculty, students, and staff.
Provide training sessions to Tier 2 support staff to enhance their technical skills and knowledge.
Perform other tasks as assigned to support the overall efficiency and effectiveness of the university.

Benefits

Life Insurance: The coverage amount is based on two and one-half times appointment salary rounded up to the next whole thousand with a maximum coverage of $100,000 and includes the same amount of Accidental Death and Dismemberment benefits. The University currently pays the entire cost of coverage.
Medical, Dental and Prescription Drug Coverage: The cost of coverage is shared between employees and the University. Rates are determined by participation in Wellness Program and use of tobacco products. Coverage is available on the first of the month following appointment date.
TIAA Retirement Contributions: Contributions begin based upon the first day of employment at a contribution rate of ten (10) percent of base appointment salary paid in full by ISU. The contributions are vested immediately. There are 40 investment options from which to choose.
TIAA Auto Enroll: New employees are automatically enrolled in a tax deferred retirement program at hire: three (3) percent is deducted before taxes for the program to facilitate retirement planning. Employees may opt out of the program within 90 days.
Long Term Disability Coverage: Employees are eligible after three (3) years of continuous, regular employment with the University. This policy guarantees approved disabled employees a 66 2/3 percent income protection (from all sources) after 180 days of continuous total disability. Immediate participation is available for current members of a comparable group disability insurance program within 90 days prior to ISU employment and that would have provided income protection upon disability for at least five years.
Fee Waiver Program: For the employee, spouse and dependent children: Staff may enroll in up to 18 hours of course work each academic year at a reduced rate. Spouses may enroll in 15 semester hours each academic year with 80% of qualified tuition waived. Dependent children of regular full-time staff who are full-time degree seeking undergraduate students at ISU may receive a fee waiver of 80% of qualified tuition for up to a total of ten (10) semesters.
Sick Leave: Accrued at a rate of 12 days per fiscal year with unlimited accumulation.
Vacation: Pay level 11 and below accrues up to 15 vacation days earned per year 1 through 4; 20 vacation days per year thereafter. Pay level 12 and above accrues 20 vacation days per year
Voluntary Life Insurance: Additional amounts of life insurance may be purchased on employee, spouse and dependent children.
Voluntary Vision Plan: May enroll within the first 31 days of employment date.