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IT User Support Technician

Indiana University

This is a Contract position in Tonawanda, NY posted July 29, 2021.

Department REGISTRAR (BL-REGR-IUBLA) Department Information The Office of Enrollment Management serves Indiana University Bloomington by recruiting, enrolling, and serving the undergraduate population.

We are deeply committed to transforming students’ lives through access, engagement, and success while becoming the most innovative, strategic, and visionary enrollment management team in the nation.

With a strong focus on diversity and excellent service, OEM works with campus partners to make IU Bloomington the best university possible.

The Enrollment Management Technical Services team provides technical support to units within the Enrollment Management Responsibility Center.

The work assigned within the team consists of server and network administration services and desktop support for more than 200 end user customers who perform university functions within the Office of the Registrar, Admissions, Student Financial Assistance, First Year Experiences/Orientation, Admissions Research and Planning, Scholarships and Student Central.

Job Summary The IT User Support Technician serves as the first point of contact for customers seeking technical assistance over the phone, email, or in person.

Performs remote troubleshooting through diagnostic techniques and pertinent questions.

Monitors and maintains technical equipment inventory control system, prepares any needed reports, reviews outstanding orders and initiates any necessary follow-up actions.

Acts as a liaison between units within Enrollment Management (OEM) and purchasing agents of the university to coordinate other procurement related work.

Prepares departmental orders for technical related goods and services, verifies orders for accuracy, and sends orders to supplier.

Reconciles orders, investigates and resolves discrepancies, and bills to department account when received.

Maintains or verifies records of time, materials, expenditures, and activities pertaining to moves.

Schedules repairs or preventive maintenance for office facility and equipment.

Assists EMTS in receiving, preparing, installing and distributing equipment to OEM staff.

Responsible for general moving activities including, but not limited to: packing, filing, moving up to 50 pounds, moving boxes and shelving.

Fundamental Responsibilities: Provides senior-level technical support to faculty, staff, and students; resolves senior-level problems and, as necessary, escalates the most critical/complex problems to appropriate leadership.

Serves as an IT support lead, providing guidance to junior team members as needed and acting as an escalation point for difficult problems.

Interprets complex technical problems and provides support for hardware, software, and systems.

May assist with testing and implementing new and existing technology solutions to address user support issues.

Stays up-to-date and maintains knowledge of all services offered and/or supported by the university.

Documents and tracks calls received, and follows up with clients until a satisfactory resolution is reached.

May be responsible for training and overseeing the work of hourly and temporary workers.

Qualifications EDUCATION Required High school diploma or GED.

Preferred Bachelor’s degree.

WORK EXPERIENCE Required Four years of computer support or related experience.

Combinations of related education and experience may be considered.

LICENSES AND CERTIFICATES Preferred COMPTIA A certification.

SKILLS Proficient communication skills.

Maintains a high degree of professionalism.

Demonstrated time management and priority setting skills.

Demonstrates a high commitment to quality.

Possesses flexibility to work in a fast paced, dynamic environment.

Highly thorough and dependable.

Possesses a high degree of initiative.

Ability to build strong customer relationships.

Friendly and service-oriented.

Expertise with Windows and/or Mac operating systems and software.

Expertise with Microsoft Office suite.

Expertise with university systems.

Working Conditions / Demands This position requires the ability to communicate effectively and to operate computers and other related technical equipment.

The role is required to maintain and interact with computers and frequently move objects weighing up to 50 pounds.

The person in this role must be able to perform the essential functions with or without an accommodation.

Job Classification Career Level: Mastery FLSA: Nonexempt Job Function: Information Technology Job Family: IT User Support Click here to learn more about Indiana University’s Job Framework.

Posting Disclaimer Due to the COVID-19 pandemic, there may be differences in the working conditions as advertised in our standard job postings (e.g., the ability to travel from one campus to another, etc.).

If you are invited for an interview, please discuss your questions or concerns regarding the working conditions at that time.

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date.

This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days.

To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Beginning with the fall 2021 semester, all Indiana University students, faculty, and staff will be required to be fully vaccinated for COVID-19 as a condition of enrollment / employment.

To learn more about this requirement, view our COVID-19 vaccine information page .

Equal Employment Opportunity Indiana University is an equal employment and affirmative action employer and a provider of ADA services.

All qualified applicants will receive consideration for employment without regard to age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status.

Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX.

Questions or complaints regarding Title IX may be referred to the U.S.

Department of Education Office for Civil Rights or the university Title IX Coordinator.

See Indiana University’s Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online.

You may also request a physical copy by emailing IU Public Safety at iupsiu.edu or by visiting IUPD.

Contact Us Request Support Telephone: 812-856-1234