Information Technology Support II/III
Professional & Scientific
High school diploma or equivalent and 2 years of related experience
Associate or bachelor’s degree in a related field
Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent
Hands-on experience providing IT support to end-users in a customer-focused organization
Familiarity with IT Service Management concepts such as Change Management and Incident Management.
Proficiency in operating enterprise-level support technologies and device management systems
Experience supporting and troubleshooting Windows, iOS, macOS, Android, and Linux operating systems
Familiar with installing and configuring a wide range of devices and peripherals such as printers, tablets, and Apple products
As an IT Support Technician, you will play a vital role in ensuring our users have a seamless technology experience. You will provide exceptional technical support, prioritize customer satisfaction, collaborate with cross-functional teams, and contribute to standardization efforts across the College and University. Your expertise and dedication will be essential in maintaining our high-quality IT support services.
Multiple positions are available. One of the available positions includes dual responsibilities between the College of Human Sciences and the College of Liberal Arts and Sciences. This specific position reports to the College of Human Sciences manager. All other available positions report to the Liberal Arts and Sciences managers.
All available positions are team-based, which means IT team members have one or more departments or units for which they are primarily responsible, but also provide backup and support to their IT team members as needed. College IT units provide IT services for departments, programs, labs, administration, and researchers.
Candidates may be hired as Information Technology Support II or III, depending on experience:
Information Technology Support II: PS807
Requires a High School Diploma or equivalent and 2 years related experience.
Information Technology Support III: PS808
Requires a High School Diploma or equivalent and 5 years related experience.
Responsibilities/Duties:
Deliver excellent customer service by promptly analyzing, addressing, and resolving technical issues reported by end users.
Collaborate with team members and stakeholders to identify, diagnose, and troubleshoot hardware and software problems. Escalate cases requiring advanced capabilities.
Provide remote and on-site technical support, ensuring minimal downtime and disruptions.
Learn and understand the academic department’s technology needs. Make purchases and work with others to develop proposals for technology enhancements.
Utilize enterprise support technologies to perform hardware and software installations, configurations, and upgrades to maintain optimal system performance.
Contribute to standardization initiatives by developing and implementing best practices, procedures, and documentation.
Analyze and maintain documentation for complex IT system configurations. Actively participate in exercises and opportunities to improve processes.
Document and track reported issues in the ticketing system, ensuring accurate and timely updates.
Conduct user training sessions and create user-friendly documentation to enhance user knowledge and self-service capabilities.
Stay current with the latest technology trends and industry developments, applying relevant knowledge to improve support services.
Maintain current, accurate inventory records for all devices and systems.
Maintain a strong focus on information security, adhering to established policies and protocols and assisting with security measures as needed.
Level Guidelines- Career-level position demonstrating proficiency and knowledge of related competencies
- Works under direct to general supervision and may receive guidance on more complex assignments
- Follows established procedures for work assignments, and completes assignments which are semi-routine and may be atypical in nature
- Applies thorough knowledge to respond to inquiries and requests
- Able to resolve most problems and issues and respond to requests without escalation
- Provides guidance to students
- May provide supervision to one to two other staff or lead a small work team
Regular
12 Month Work Period
Full time
PS807
To apply for this position, please click on “Apply” and complete the Employment Application. Please be prepared to enter or attach the following:
1) Resume/Curriculum Vitae
2) Letter of Application/Cover Letter
If you have questions regarding this application process, please email employment@iastate.edu or call 515-294-4800 or Toll Free: 1-877-477-7485.
Why Choose ISU?Iowa State University is committed to fostering a workplace of belonging, where diversity is celebrated and equity is a core value. Our Iowa State Employees enjoy comprehensive health and work life benefits, including medical and dental; as well as:
- Retirement benefits including defined benefit and defined contribution plans
- Generous vacation, holiday and sick time and leave plans
- Onsite childcare (Ames, Iowa)
- Life insurance and long-term disability
- Flexible Spending Accounts
- Various voluntary benefits and discounts
- Employee Assistance Program
- Wellbeing program
- This job may also be eligible for flexible work schedules and flexible workplace options that may include flexible working hours and a hybrid working environment.
July 13, 2023
July 27, 2023
R12358