IT Support

MAJOR RESPONSIBILITIES: Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professionalappearance and demeanor at all times. Process IT Helpdesk cases/incidents to ensure that they are resolved in a timely manner and within the Service LevelAgreement (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 desktopand 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 Helpdeskcases/incidents in order to maintain excellent customer service. Under the direction of the IT Director, develop troubleshooting guides and guidelines for resolving problems that willbenefit 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 reducedowntime. Provide input to IT Director on ways to improve operational efficiency, personal technical skills, and customer serviceskills 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 securityvulnerabilities. Assist in moving equipment as assigned.The above list of duties is not to be construed as an exhaustive list. Other duties logically associated with the position maybe assigned.SUPERVISION RECEIVED: IT DirectorSUPERVISION GIVEN: NoneMAJOR 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.The above list of duties is not to be construed as an exhaustive list. Other duties logically associated with the position maybe assigned.SUPERVISION RECEIVED: IT DirectorSUPERVISION GIVEN: NoneXPERIENCE AND SKILLS:RequiredMust possess good customer service and organizational skillsMust possess good written and oral communication skills and be able to provide service over the phone, through email or in personMust be proficient with current hardware and software technologyMust be able to maintain professional relationships with peers and superiorsAbility 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 supportMust be dependableAbility to stay calm in stressful situationsAbility to handle multiple competing prioritiesAbility to create and maintain documentationMust show initiative in all activitiesMust be willing to seek and undertake additional training and/or earn industry standard certifications as neededMust be physically capable of climbing ladders and lifting up to 30 pounds repeatedlyMust be willing to work nights and weekends as neededMust be willing to travel as necessaryExperience in a higher education environment is desirablePay rate range: $19.23 /hourIvy Tech is committed to supporting the well-being, growth, and financial security of our full-time faculty and staff. Our comprehensive benefits package includes:Health & WellnessMultiple medical plan options paired with a Health Savings Account with a generous employer contributionDental plan with no-cost preventive services and coverage for orthodontiaVision plan with low-cost exams and allowances for glasses or contact lensesEmployee Assistance Program offering no-cost confidential counseling sessions, legal consultations, financial planning consultations, and other resourcesWellness program with opportunities to earn $250 in Wellness RewardsFlexible Spending Accounts for healthcare (limited purpose) and dependent careRetirement & Financial Security10% employer retirement contribution, fully vested after two yearsBasic life insurance equal to annual salary paid by the College, with optional supplemental coverageShort-term and long-term disability benefitsEducational BenefitsFee remission for employees, spouses, and dependent childrenTuition assistance for undergraduate, graduate, and doctoral programsPaid professional development opportunitiesWork‑Life BalanceGenerous paid time off, including vacation, sick leave, holidays, and winter recessFlexible work arrangements where availablePaid childbirth recovery leave (8 weeks)Paid parental leave (4 weeks)Additional PerksEligibility for Public Service Loan ForgivenessAdditional discounts on gym memberships, transportation, and various retail servicesIvy Tech is proud to offer benefits that support your health, your family, and your future—because when our employees thrive, our students and communities thrive too. For more information on Ivy Tech Benefits, visit Employees who re-hire with the College within 180 days of leaving a full-time position with the College may be eligible for additional benefits depending on their bridged seniority date.Ivy Tech Community College is an accredited, equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, marital status, religion, sex, gender, sexual orientation, gender identity, disability, age or veteran status. As required by Title IX of the Education Amendments of 1972, Ivy Tech Community College does not discriminate on the basis of sex, including sexual harassment in its educational programs and activities, including employment and admissions. Questions specific to Title IX may be referred to the College’s Title IX Coordinator or to the US Department of Education Office of Civil Rights.Ivy Tech is committed to supporting the well-being, growth, and financial security of our full-time faculty and staff. Our comprehensive benefits package includes:Health & WellnessMultiple medical plan options paired with a Health Savings Account with a generous employer contributionDental plan with no-cost preventive services and coverage for orthodontiaVision plan with low-cost exams and allowances for glasses or contact lensesEmployee Assistance Program offering no-cost confidential counseling sessions, legal consultations, financial planning consultations, and other resourcesWellness program with opportunities to earn $250 in Wellness RewardsFlexible Spending Accounts for healthcare (limited purpose) and dependent careRetirement & Financial Security10% employer retirement contribution, fully vested after two yearsBasic life insurance equal to annual salary paid by the College, with optional supplemental coverageShort-term and long-term disability benefitsEducational BenefitsFee remission for employees, spouses, and dependent childrenTuition assistance for undergraduate, graduate, and doctoral programsPaid professional development opportunitiesWork‑Life BalanceGenerous paid time off, including vacation, sick leave, holidays, and winter recessFlexible work arrangements where availablePaid childbirth recovery leave (8 weeks)Paid parental leave (4 weeks)Additional PerksEligibility for Public Service Loan ForgivenessAdditional discounts on gym memberships, transportation, and various retail servicesIvy Tech is proud to offer benefits that support your health, your family, and your future—because when our employees thrive, our students and communities thrive too. For more information on Ivy Tech Benefits, visit Employees who re-hire with the College within 180 days of leaving a full-time position with the College may be eligible for additional benefits depending on their bridged seniority date.Ivy Tech Community College is an accredited, equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, marital status, religion, sex, gender, sexual orientation, gender identity, disability, age or veteran status. As required by Title IX of the Education Amendments of 1972, Ivy Tech Community College does not discriminate on the basis of sex, including sexual harassment in its educational programs and activities, including employment and admissions. Questions specific to Title IX may be referred to the College’s Title IX Coordinator or to the US Department of Education Office of Civil Rights. #J-18808-Ljbffr