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Part-Time Support Center Consultant - Indianapolis Indiana
Company: Indiana University Location: Indianapolis, Indiana
Posted On: 05/05/2024
Special Instructions SummaryPlease reach out to the support center team at schiring@iu.edu with an questions. DepartmentVICE PRES INFORMATION TECHNLGY (UA-VPIT-IUINA)Department InformationThe Enterprise Support division within University Information Technology Services (UITS) provides technology support services for students, faculty, staff, parents, alumni, donors, and other external audiences at Indiana University. The support is broad, deep, and structured to assist with the use of technology in their work, studies, and research. Our consultants provide technical support via phone, chat, email, walk-in, in the online IU Knowledge Base, in Student Technology Centers and campus housing. Come join our team! We are currently hiring within Frontline, the group within University Information Technology Services (UITS) which provides tier 1 technical assistance to the IU Community. At University Information Technology Services (UITS) we ensure a workplace that encourages growth, flexibility, and creativity, as well as a culture that champions inclusion, diversity, and overall employee well-being through programs supported university wide.Job SummaryThe award-winning University Information Technology Services (UITS) Support Center is currently hiring part-time hourly consultants to join our team. Consultants in this entry level position gain valuable client service experience and technical knowledge that will improve their career marketability. Numerous former consultants have moved on to full-time positions within the Support Center and other groups within University Information Technology Services (UITS) and the university.Department-Specific Responsibilities - Provides tier 1 technical assistance to students, faculty, staff, parents, alumni, donors and other external audiences via phone, chat, email, and walk-in.
- Provides tier 1 technical assistance by supplying accurate information, analyzing, and resolving issues in a timely manner.
- Provides support to clients to resolve problems for multiple service areas, including but not limited to, Desktop and mobile computing device platforms (including Windows, macOS, iOS, Android and others), Central systems (email, learning management systems, storage platforms, etc.), and Campus networking (wired and wireless connectivity).
- Documents all client interactions accurately and promptly.
- Assumes ownership and responsibility for the needs of the client by following up with clients until a satisfactory resolution is reached. As necessary, escalates unresolved issues to the appropriate supervisors, tier 2 staff, and administrators.
- Maintains awareness of organizational/system changes and current issues affecting clients.
- Uses all available tools to assist in problem solving. Researches answers when not immediately knowledgeable using online resources.
- Involves Support Advisor or Supervisor, when necessary, in defining and resolving a problem.QualificationsEDUCATIONRequired
- General knowledge at the high school level.Preferred
- Associate degree.WORK EXPERIENCERequired
- Client service experience.SKILLSRequired
- Ability to deliver concise, effective, and respectful communication.
- Ability to provide accurate and complete documentation.
- Ability to adhere to work schedule.
- Ability to work effectively with others.
- Demonstrates timely and effective decisions based on available information.
- Ability to encourage others and is receptive to suggestions and solutions.
- Demonstrated technical abilities.Working Conditions / DemandsThis position requires the ability to communicate effectively and to operate computers and other related technical equipment. The person in this role must be able to perform the essential functions with or without accommodation.Required to have a stable internet connection and a quiet environment from which to work. Consultants will need to provide their own headset with microphone and confirm it is in good working order. Additional InformationOur mission, vision and core values define who we are, how we act and what we aspire to accomplish, which helps us to make amazing things happen. Mission: Empowering the IU community to succeed through excellent IT services and support. Vision: Utilize innovation, technology, and human resources to provide best-of-class IT support, services, and user communication to the IU community. Values:Success through empowering peopleUnderstanding our clients' needsParticipating in meaningful partnershipsProviding an environment for innovationOutstanding service is our normRespect and integrity underpinning all Teamwork and communication in everything we doWork LocationIndianapolis, IndianaThis position is eligible for remote work or to work a hybrid schedule (mix between remote and in-person work), subject to change in the future based on university policy and business needs. Advertised Salary$13 per hour $13.50 per hour for after-hours shifts. Consultants may be eligible for a $1.00 raise upon completion of their first 90 days of employment. Work Hours20 - 29 hours per week.Must be able to work evening and/or weekend shifts.Commitment to work at least 2 full semesters.We are committed to providing excellent customer service during every single client contact. Our support is available 24 hours a day, 7 days a week, and our schedules are set on a per semester basis. Schedulers request availability from every part-time consultant before the start of each semester (fall, spring, and summer) to create a semester schedule. Shifts are assigned based on a combination of staffing needs, consultant availability, and attendance.Benefits OverviewFor full-time staff employees, Indiana University offers a wide array of benefits including:
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