IT Support Associate

GENERAL PURPOSE AND SCOPE OF THE 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. The 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. MAJOR 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 may be assigned. SUPERVISION RECEIVED: IT Director GIVEN : None SALARY RANGE: $18.00 - $19.25 per hour WORK HOURS: Typical business work hours, may be adjusted during peak times. REQUIRED: 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 computers, equipment ,and data in the environment for the purpose of support Must be dependable with ability to stay calm in stressful situations 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 & Wellness 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 Retirement & Financial Security 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 Educational Benefits Fee remission for employees, spouses, and dependent children Tuition assistance for undergraduate, graduate, and doctoral programs Paid professional development opportunities Work-Life Balance 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) Additional Perks Eligibility for Public Service Loan Forgiveness Additional discounts on gym memberships, transportation, and various retail services Ivy Te #J-18808-Ljbffr