Provides a wide range of expert consulting to faculty, staff and students of the IU community. Resolves problems which encompass all major service areas within HELPnet, UITS, and university-wide systems. As necessary, refers problems to the appropriate resource.
Some key duties and responsibilities are: Provides technical support to specialized applications for client support to faculty and staff, university departments and clients from other inter-departmental groups; documents and tracks calls received, and follows-up with clients until a satisfactory resolution is reached; submits and maintains the knowledge database; directly supervises hourly staff in their daily activities and services of HELPnet/UITS; provides expertise and leadership in the technical development of hourly help desk staff in HELPnet/UITS.
Required: Associate degree from an accredited institution in computer science, computer systems technology, or a closely related field, plus 2 years of computing support experience. Directly related work experience may be substituted at a ratio of two years of progressively more responsible experience for each year of education.
Experience with computing hardware, desktop operating systems, and computer networking; familiarity with Indiana University central systems: E-mail, Active Directory, networking, etc.; training and MS certification preferred. Abilities to include reading, detailed work, confidentiality, problem solving, language, stress, training, reasoning, analytical, verbal and written communications, customer contact. Ability to regularly perform multiple tasks on a daily basis; ability to work with faculty, staff, and students at all levels of technical skills; ability to exercise patience, good listening skills, and excellent troubleshooting skills.