The following position reporting to Carl Rhine, Manager, HELPnet Technology Services is being
posted externally. If interested, you must apply online at https://jobs.iu.edu/
Refer to job number #6885.
User Support Specialist - PA2IT
Description and Responsibilities:
Provides expert technical support services, consulting and systems analysis to UITS HELPnet Technology Services clients in the form of direct consulting, computing advising, skills instruction and course development, or documentation development and delivery. Participates in the development and delivery of a comprehensive program of support services that assist and enhance partnerships and services beneficial to Indiana University; recommends appropriate initiatives, strategies, and solutions; and consults, trains, or documents IU computing systems, applications, and information technology services as used in teaching, learning, research, and administration. Works independently with very little supervision developing plans and delivering services to provide high levels of technical support in a 40 hour/week and/or 24x7x365 team operation.
Provides expert technical consulting, advising, and systems analysis services in support of HELPnet client.s use of Microsoft and Apple systems (server/client), Microsoft Active Directory Services, UITS email and messaging services, mobile technology, audio/visual systems, and system management/security tools. Recommends appropriate initiatives, strategies, and solutions and participates in the development and delivery of a comprehensive program of support services that assist and enhance partnerships and services beneficial to Indiana University. Utilizes system analysis techniques and procedures; participates in the evaluation, recommendation and support of new technologies, services and system management tools; and assists in the planning, implementation, support and communication of new UITS services and security requirements.
Designs, develops, documents, and promotes computing guidelines, standards and best practices; assists in project planning, formulating objectives, preparing proposals, and conducting feasibility and technology studies; and acts as technical resource for HELPnet management and staff and provides technical and professional leadership for other support and appointed staff.
REQUIRED: Bachelor's degree and two years of experience in providing high level technical computing support to users via direct consultation, development and delivery of computing education, and writing user documentation.
Combinations of related education and experience will be considered.
Experience supporting recent Microsoft Windows and Macintosh client operating systems; experience with Windows Active Directory, Exchange, and common email clients; and a sound understanding of network fundamentals (LAN/WAN and Internet) and Internet messaging protocols (SSH, SSL, SMTP, IMAP, POP, MAPI), including understanding and application of existing industry best practices in regard to IT security.
Excellent oral and written communication skills with an exceptional customer service attitude; experience in the development and delivery of technical documents; and commitment to keeping abreast of technology. Willingness and ability to learn quickly; ability to work under pressure on a number of different projects simultaneously; and a high commitment to team approach including excellent interpersonal communication skills.
Preferred: Knowledge and skill in recent Microsoft Office Suites (word processors, spreadsheets, presentations, publishing, and databases). Microsoft and/or Apple server experience.
Indiana University is an Affirmative Action/Equal Employment institution.