The following position reporting to Dennis Gillespie, Manager of the Support Center is being
posted externally. If interested, you must apply online at https://ola.indiana.edu/
Refer to job number #864.
User Support Specialist IV - PAE3IT
Description and Responsibilities:
Serves as the support coordinator at the UITS Support Center Information Commons location in the Herman B. Wells Library. Responsible for supervising day-to-day operations, managing both professional and hourly staff, and delivering 24/7 IT support to the faculty, staff, and students of Indiana University. Works with all service/support and technical groups of UITS to assist customers with a wide variety of hardware, software, and computer-based applications. Delivers and manages customer support via telephone, e-mail, face-to-face, chat, and carry-in services for the Support Center at the Information Commons location. Provides expert technical assistance to the IU user; provides expert input to the Knowledge Base; interviews and selects hourly employees; provides training, supervision, leadership, and technical expertise for hourly and professional consulting staff; is responsible for managing the sale of carry-in services and software at the Information Commons and the collection of payment, inventory, and balancing register receipts; works in close partnership with other functional areas of UITS and with Library staff; assists in project planning, formulating objectives, and preparing proposals; and assists in identifying and coordinating training for Support Center staff. Continuously develops technical, organizational, interpersonal, and communication skills. Requires some evening and weekend schedules during the year.
Qualifications:
Bachelor's degree and three years technical customer support experience required. An equivalent combination of education and experience may be
considered. Supervisory and project management experience required. Expertise with Windows Vista, XP, and/or Macintosh operating systems and general
knowledge of network protocols and structure needed. Excellent problem-solving abilities; excellent organizational, written, and verbal communication
skills; and ability to interact well with students, staff, and faculty with diverse levels of computing sophistication essential. Tact and patience
with varying levels of users is a must. Must like working with people, being a part of a fast-paced team, working with computers, learning new
technologies, and providing solutions to users. questions. Expertise with e-mail systems and protocols common to IU and familiarity with the UITS
Knowledge Base strongly preferred.
Indiana University is an Affirmative Action/Equal Employment institution.
