IT User Support Specialist

Indiana University Bloomington

Bloomington, IN

Job posting number: #7081806

Posted: August 4, 2021

Application Deadline: Open Until Filled

Job Description

Department Information
The Luddy School of Informatics, Computing, and Engineering is world-renowned as an innovative leader in the teaching and research of the use of technology to solve real-world problems. We focus on what is possible and take a broad view of computing and information technology education and research. The Luddy School also prides itself on a welcoming, inclusive atmosphere in which colleagues are friends and not just co-workers, one that encourages collaboration while respecting individual ideas and expression. Creating a healthy, flexible work/life balance is critical, and our expansive benefits package provides the resources to achieve a positive, flourishing career at an ever-evolving and growing school.

Job Summary
Provides technical consulting, advising, and systems analysis services for client-supported software and systems.
Utilizing system analysis techniques and procedures, conducts research and evaluates use of existing technology solutions and their future releases, new product releases of client software, and emerging technologies, applications, and industry trends.
Provides advice for best practices of deployment of collaboration solutions; partners with appropriate technical staff on unique problems requiring specialized knowledge.
Stays up-to-date on emerging technologies, trends, and best practices; makes recommendations to improve IT support processes and procedures.
Communicates effectively with clients in resolving escalated issues.
May provide informal and formal training to faculty staff and students on information technology.
Adheres to documentation standards (issues, resolutions, updates/changes).
Specific department responsibilities:

Installs, maintains and troubleshoots the OS in Macintosh-based laptop and desktop computers and iPads, as well as applications and general IT hardware.
Assists Mac team leader with day-to-day maintenance tasks including but not limited to: systems wipes and rebuilds, security drive wiping for surplus, deployment, updating and/or upgrading OS, service ticket monitoring, MDM monitoring, reporting, documentation and other duties as needed.
Qualifications
EDUCATION

Required

Bachelor's degree (preferably in computer science or a related field).
WORK EXPERIENCE

Required

Some experience providing technical computing support to users via direct consultation, development and delivery of computing education, writing user documentation, or related experience.
Preferred



2 years of experience in a Mac support role.
Experience working with Jamf MDM a plus.
Combinations of related education and experience may be considered.

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.
Seeks to acquire knowledge in area of specialty.
Friendly and service-oriented.
Excellent organizational skills.
Sound understanding of network fundamentals, and understanding and application of existing industry best practices.
Knowledge and skill in recent Microsoft Office suite.
Familiarity with recent Microsoft Windows and Macintosh client OSes, Exchange, common email clients.
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.



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