IT Support Level 2

Provide technical and user support and guidance in a positive and cooperative manner, exhibiting friendly, professional

appearance and demeanor at all times.

Process IT Helpdesk cases/incidents to ensure that they are resolved in a timely manner and within the Service Level

Agreement (SLA) and that the communication documented within cases/incidents is complete and respectful;

Responsible for actively reaching out to supervisor for questions or case escalation.

Process IT Helpdesk cases/incidents to provide end-user support covering but not limited to issues covering desktop

and laptop devices, printers, document cameras, scanners, projectors, network, wireless, VoIP.

Utilize additional forms of communication, such as phone or face to face, as needed when processing IT Helpdesk

cases/incidents in order to maintain excellent customer service.

Under the direction of the IT Director, develop troubleshooting guides and guidelines for resolving problems that will

benefit others.

Provide assistance to the IT System Administrator or IT Network Administrator as assigned by the IT Director.

Participate in additional IT Support related projects as assigned by the IT Director.

Follow regular equipment cleaning and maintenance schedules, follow preventative measures as instructed to reduce

downtime.

Provide input to IT Director on ways to improve operational efficiency, personal technical skills, and customer service

skills of department.

Participate in one or more statewide teams as needed.

Share responsibility of physical and data security for lab equipment and software. Help identify network security

vulnerabilities.

Assist in moving equipment as assigned.

EDUCATION:

High School diploma required. Associate Degree in IT related field preferred. May substitute additional equivalent experience and relevant certifications for the degree.

EXPERIENCE AND SKILLS:

Required

Must possess good customer service and organizational skills

Must possess good written and oral communication skills and be able to provide service over the phone, through email

or in person

Must be proficient with current hardware and software technology

Must be able to maintain professional relationships with peers and superiors

Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop

equipment and data in the environment for the purpose of support

Must be dependable

Ability to stay calm in stressful situations

Ability to handle multiple competing priorities

Ability to create and maintain documentation

Must show initiative in all activities

Must be willing to seek and undertake additional training and/or earn industry standard certifications as needed

Must be physically capable of climbing ladders and lifting up to 30 pounds repeatedly

Must be willing to work nights and weekends as needed

Must be willing to travel as necessary

PREFERRED:

Experience in a higher education environment is desirable

Ivy Tech is committed to supporting the well-being, growth, and financial security of our full-time faculty and staff. Our comprehensive benefits package includes:

• Multiple medical plan options paired with a Health Savings Account with a generous employer contribution

• Dental plan with no-cost preventive services and coverage for orthodontia

• Vision plan with low-cost exams and allowances for glasses or contact lenses

• Employee Assistance Program offering no-cost confidential counseling sessions, legal consultations, financial planning consultations, and other resources

• Wellness program with opportunities to earn $250 in Wellness Rewards

• Flexible Spending Accounts for healthcare (limited purpose) and dependent care

• 10% employer retirement contribution, fully vested after two years

• Basic life insurance equal to annual salary paid by the College, with optional supplemental coverage

• Short-term and long-term disability benefits

• Generous paid time off, including vacation, sick leave, holidays, and winter recess

• Flexible work arrangements where available

• Paid childbirth recovery leave (8 weeks)

• Paid parental leave (4 weeks)