IT User Support Specialist

Join Our Team at Executive and Internal Technology Support (EITS)

At EITS, a division of University Information Technology Services (UITS), we empower success by delivering cutting-edge technology, tools, and services. UITS plays a vital role in supporting Indiana University's mission of excellence in research, teaching, outreach, and lifelong learning.

We foster a workplace culture that prioritizes growth, flexibility, and creativity while championing employee well-being through university-wide initiatives. As an Equal Opportunity Employer, we are committed to helping every team member realize their full potential.

About EITS

EITS provides 24/7/365 IT support across IU campuses, specifically for high-profile executives and their teams, including:

• The President, Executive Vice Presidents, and Vice Presidents
• University General Counsel
• Office of the IU Indianapolis Chancellor
• IU Board of Trustees

Additionally, we offer comprehensive technical support for internal UITS staff at Indiana University Bloomington (IUB), Indiana University Indianapolis (IUI) and Indiana University Capital Campus (IUCC).

Join us and contribute to a dynamic environment where technology meets innovation, and your skills help shape the future of IU.

Job Summary

Department-Specific Responsibilities

• Serves as the primary point of contact for executive technology needs and issues.
• Configures, deploys, maintains, and replaces executive computers, mobile devices, and peripherals.
• Provides onsite and remote support for executive meetings, presentations, and events.
• Prepares and supports technology for executive domestic and international travel.
• Prioritizes and manages executive support requests based on urgency and business impact.
• Maintains accurate IT asset, equipment, and configuration records.
• Assists with account access, MFA, password resets, and identity-related support.
• Protects confidential executive and corporate information and follow IT security policies.
• Coordinates technology support for special events, including events occurring outside standard business hours.
• Serves as the building point of contact with Network Infrastructure and other IT teams to help maintain reliable network uptime and connectivity.
• Coordinates building technology needs, set priorities, and sequence tasks to support daily operations and organizational objectives with some oversight.
• Operates with high autonomy and self-direction as the sole on-site IT specialist for the DC location, independently managing daily technical support, site priorities, and issue resolution with minimal direct supervision.

General Responsibilities

• Provides experienced technical consulting, advising, and systems analysis services including multi-platform expertise for client-supported software and systems.
• Utilizing experienced 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 experienced advice and consultation on best practices of deployment of collaboration solutions; collaborates with appropriate technical staff on unique problems requiring specialized knowledge.
• Conducts research and stays up-to-date on emerging technologies; makes recommendations to improve IT support processes and procedures.
• Communicates effectively with clients in resolving escalated issues.
• Provides informal and formal training to faculty, staff, and students on information technology; provides training, leadership, and mentors junior level appointed support staff.
• Ensures all documentation standards are met (issues, resolutions, updates/changes).

Qualifications

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

• Bachelor's degree (preferably in computer science or related field).

WORK EXPERIENCE

Required

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

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.
• Seeks to acquire knowledge in area of specialty.
• Highly thorough and dependable.
• Demonstrates a high level of accuracy, even under pressure.
• Friendly and service oriented.
• Excellent organizational skills.
• Sound understanding of mobile technology (Devices, Operating Systems, and Applications), network fundamentals (LAN/WAN and Wireless), Internet messaging protocols (ssh, SSL, SMTP, IMAP, MAPI) and IP Telephony.
• Strong understanding of Windows Active Directory, Group Policy Objects management, patch management, network fundamentals, IP protocol suite and applications, Exchange and various email client software.
• Ability to program using PowerShell and Windows Script Host.

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.

Work Location

Indiana University Capital Campus

Washington, D.C.

This is an in-person position

Advertised Salary

$75,000.00

Benefits Overview

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: Career

FLSA: Exempt

Job Function: Information Technology

Job Family: IT User Support

Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

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.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at or by visiting IUPD.

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