IT Support Tech I

The IT Support Tech I is an entry-level position which provides exceptional customer service to the UIndy community through the delivery of technology support within Information Technology. The IT Support Tech I applies consulting, troubleshooting and problem-solving skills to diagnose and repair technology-related and audiovisual issues in a timely fashion. Using established guidelines, all requests are prioritized and recorded in a help desk ticketing system. The IT Support Tech I develops and maintains a solid working relationship with the University community to function as a liaison between Information Technology and the user community.

REQUIREMENTS/MINIMUM QUALIFICATIONS:

Experience

• A minimum of one (1) year of demonstrated experience of providing excellent customer service experience.
• Experience documenting issues and resolutions.
• Excellent interpersonal skills and the ability to communicate effectively in a variety of settings.
• Strong analytical, critical thinking and problem-solving skills are required.
• Must be self-motivated and able to work independently, as well as within a team structure.
• Strong written and verbal communication skills.
• Attentive to detail.

Education

• Bachelor’s Degree or equivalent experience

ESSENTIAL FUNCTIONS:

Essential duties may include, but are not limited to, the following (other duties may be assigned):

• Receive and thoroughly record information in the IT Help Desk ticketing system regarding each problem or request.
• Deliver professional and timely customer support and communication via email, phone, remote support, or face-to-face.
• Develop and demonstrate an understanding of client needs.
• Provide support to identify, diagnose, and resolve basic to complex technology-related issues (e.g. hardware/software, printers, network, classroom technology, audiovisual).
• Support PC and Mac desktop environments, including imaging, deployment, and maintenance.
• Use well-developed communication skills to provide clear and understandable technical support to clients, as well as oral and written reports and other materials to a larger audience with a minimum of supervision. Is able to communicate effectively with a non-technical audience. Communicates effectively with senior management on service issues.
• Route issues that cannot be resolved at the Help Desk to other IT support groups within IT, other campus departments, or identified vendors, as appropriate.
• Identify trends to assist in the development of user documentation, training, knowledge base articles, web content, and communications to campus.
• Interface with vendors, as needed.
• Adhere to formal procedures for consistency in customer service and support.
• Participate in departmental projects and implementations.
• Stay current with IT technologies relevant to the computing environment.
• Attend training and professional development, as necessary.
• Follow the guidance and direction of supervisor(s).
• Demonstrate respectful, ethical, responsible behavior.
• Abide by the University’s policies, procedures, and rules.
• Perform employee responsibilities as detailed in employee handbooks and policies, including completion of annual required training.
• Demonstrate regular and predictable attendance and punctuality.
• Other duties, including special projects, as required or assigned.