Job Summary:
Ivy Tech Community College is an accredited institution focused on supporting the well-being and growth of its faculty and staff. The IT Support role involves providing technical and user support, processing IT Helpdesk cases, and assisting in various IT-related projects to ensure efficient operations and excellent customer service.
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.
Qualifications:
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 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
Preferred:
• Experience in a higher education environment is desirable
Company:
Ivy Tech Community College of Indiana is a school. Founded in 1963, the company is headquartered in Indianapolis, USA, with a team of 5001-10000 employees. The company is currently Late Stage.