IT User Support Technician

Endpoint Lifecycle is a university-wide IT service within Indiana University (IU) that supports the full lifecycle of computing equipment used by faculty and staff. Our team partners closely with IT Support teams and campus clients to provide dependable, standards-aligned device solutions from initial consultation through end-of-life processing. We assist with computer purchasing guidance, quotes, order preparation, device receiving, inventory, imaging, deployment readiness, and surplus coordination. Through this work, Endpoint Lifecycle helps ensure that university-owned computers are reliable, supportable, secure, and ready to meet the needs of the people and units we serve. This is a collaborative, service-focused team that values clear communication, operational excellence, and continuous improvement in support of IUs teaching, research, and service missions., * Receives multiple deliveries of ordered computer equipment on a daily basis, labels each item according to order number and location each item will be deployed to.

• Tracks when orders are ready for deployment and sorts order by zone for delivery or pickup.
• Communicates with IT support on order status, order updates, and timelines.
• Accurately updates computer inventories for equipment on-hand and waiting on order fulfillment.

General Responsibilities

• Provides mid-level technical support to faculty, staff, and students; resolves mid and low-level problems and, as necessary, refers more complex problems to appropriate supervisors and/or senior-level support staff.
• Interprets problems and provides technical support for hardware, software, and systems; follows established protocols to provide technology solutions in support of students, faculty and staff.
• Shares resources and training materials to assist users; identifies recurring difficulties/problems and reports on trends; updates documentation as needed.
• Stays up-to-date and maintains knowledge of all services offered and/or supported by the university.
• Documents and tracks calls received. Follows up with clients until a satisfactory resolution is reached.

Customer Support/Service, Technical Support, Continuous Improvement, Team Player, Training/Teaching, Technical Support, Shipping/Receiving, Communication Skills, Purchasing/Procurement, Operational Communications, Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED).

Preferred

• Associates degree.

WORK EXPERIENCE

Required

• 2 years of computer support or related experience.

LICENSES AND CERTIFICATES

Preferred

• COMPTIA A+ certification upon date of hire.

SKILLS

Required

• Proficient communication skills.
• Maintains a high degree of professionalism.
• Demonstrates time management and priority setting skills.
• Demonstrates a high commitment to quality.
• Possesses flexibility to work in a fast paced, dynamic environment.
• Highly thorough and dependable.
• Friendly and service-oriented.
• Experienced understanding of computer operating systems.
• Basic knowledge of Windows and Mac desktops. Basic knowledge of Microsoft Office suite.
• Skills utilizing and troubleshooting university systems.

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.

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Comprehensive medical and dental insurance
• Health savings account with generous IU contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance
• Base retirement plan with generous IU contributions, subject to vesting
• Voluntary supplemental retirement plan options
• Tuition subsidy for employees and family members taking IU courses
• 10 paid holidays plus a paid winter break each year
• Generous paid time off plans
• Paid leave for new parents and IU-sponsored volunteer events
• Employee assistance program (EAP)

Learn more about our benefits by reviewing the IU Benefit Programs Brochure.

Job Classification

Career Level: Intermediate

FLSA: Nonexempt

Indiana University is an equal opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University Notice of Non-Discrimination here which includes contact information.