General Description of Position:
Under the direction of the IT Director, the IT Support position will provide support of the daily activities of the local IT Support Team. The position participates in the diverse job tasks of the IT Support Team including but not limited to; support of general hardware and software, printers, projectors, document cameras, scanners, and related IT equipment; Assists staff, faculty, and students with the operation of classroom IT and instructional equipment. Position may also perform limited network and server related support for requests or projects as needed in cooperation with the IT System Administrator and/or IT Network Administrator. Conducts all activities with an appreciation and respect for diversity of people, styles, and views.
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.
This is not to be construed as an exhaustive list. Other duties logically associated with this position may be assigned. All responsibilities will be conducted within the parameters of the Family Educational Rights and Privacy Act (FERPA), other applicable regulatory requirements, and professional standards.
High School diploma required. May substitute additional equivalent experience and relevant certifications for the degree.
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.
Associate's degree in IT related field.
Experience in a higher education environment.
No waiting period to enroll in benefits.
Employer contribution to retirement plan, 2 year waiting period.
Excellent benefits, including voluntary benefits: medical, dental, vision, retirement, life insurance, spouse/child life insurance, fee remission, LTD, STD, Identity Guard, etc.
Paid time off: vacation and sick.
Paid holidays: 8 days plus winter break between December 25th and January 1st.
Free tuition for employee and dependents.
Professional Development opportunities.
Position requires sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, and ethnic backgrounds of the College students and employees.
Fully supports the College's mission and strategic plan initiatives.
Selected candidate for employment will be subject to pre-employment background checks, including criminal history check, and any offer of employment will be contingent upon that outcome.
Monday through Friday, possibly Saturday during peak times
$32,000 - $35,000
Diversity: At Ivy Tech Community College we honor and appreciate the diversity of our students, employees, and community. Ivy Tech seeks to embody individuals who vary in terms of race, national/ethnic origin, gender identity, sexual orientation, age, physical and mental ability, socioeconomic status, religious preference, veteran status, and citizenship, in the service of learning.
Equity: Ivy Tech Community College seeks to create opportunities for historically underrepresented populations to have equal access in hiring, compensating, promoting, providing services for, educating, and overall support.
Belonging: The active, intentional and ongoing engagement Ivy Tech Community College has with diversity - in its college community, in its curriculum, in its offices and workplace, and in the communities it serves. A sense of belonging refers to real and perceived social support on campus or in one's department, a feeling or sensation of connectedness, and the experience of mattering or feeling cared about, accepted, respected, valued by, and important to the campus community, including peers, colleagues, faculty, and staff. Ivy Tech seeks to provide a sustained welcoming and protected environment for all people, regardless of their background and identity, as all belong at Ivy Tech.
Special Instructions to Applicants:
Attach a cover letter, resume, and 3 professional references (names, address, phone number).