Position Title:Information Technology Support IJob Group:Professional & ScientificRequired Minimum Qualifications:High School diploma or equivalentPreferred Qualifications:Experience working in higher education and using Service Now “Incidents” Experience working with a broad range of services and customer types. Experience with Windows 10/11/ISO/Android/Mac OS/ Experience writing knowledge based articles Associates or Bachelor’s degree in related field. Job Description:SummaryProvides routine technical support and troubleshooting to users covering a broad variety of hardware and software. Acts as a resource and provides information to users utilizing specialized knowledge. May act as the first tier of support.Example of Duties Communicates with customers via email, tickets, in person, or over the phone. Provides first tier technical support and troubleshooting to diagnose technical problems for various software, operating systems, equipment, and applications in a fast-paced customer service environment. Utilizes enterprise support technologies and software to deliver excellent customer service. Communicates effectively with the diverse members of the Iowa State University community. Escalates more complex issues to senior technical staff as appropriate. Documents assigned systems and relevant procedures. Collaborates with solution center teamLevel Guidelines Entry level position acquiring job skills and learning standard operating procedures and policies to complete tasks Works under relatively close supervision and receives guidance on new work assignments Works on assignments which are routine in nature requiring limited judgment Refers difficult or less routine issues to supervisor or higher-level staff for assistance May provide guidance to studentsAppointment Type:RegularNumber of Months Employed Per Year:Time Type:Full timePay Grade:PS806Application Instructions: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 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 Iowa State offers WorkFlex options for some positions. WorkFlex offers flexibility on when, where, and how you do your work. For more information, please speak with the Hiring Manager.Original Posting Date: November 14, 2024Posting Close Date:December 1, 2024Job Requisition Number:R15886By focusing on the future and providing the best student experience possible, Iowa State attracts students and faculty who want to make a difference. With a comprehensive land-grant mission of education, research, extension and outreach, we produce scholars whose ideas change the world. And through Innovate at Iowa State , we provide innovative and entrepreneurial opportunities for students of all backgrounds. Located just 30 minutes north of Des Moines, the city of Ames was recently named one of the Top 10 cities in the U.S. for campus life and career opportunities. Iowa State University is a welcoming, global, and culturally diverse community of students, faculty, and staff. Campus community members have a wide range of backgrounds and experiences and are committed to engaging with each other respectfully as outlined in the university's Principles of Community (https://www.iastate.edu/diversity-and-inclusion/principles-community) . Iowa State recognizes that diverse intellectual and philosophical perspectives are vital to innovation, critical thinking skills, and a dynamic academic community that fosters the land-grant ideals of putting science, technology, and human creativity to work. All offers of employment, oral and written, are contingent upon the university’s verification of credentials and other information required by federal and state law, ISU policies/procedures, and may include the completion of a background check and/or a consumer credit check. Iowa State University is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, marital status, disability, or protected veteran status and will not be discriminated against. Inquiries can be directed to the Office of Equal Opportunity, 2680 Beardshear Hall, 515 Morrill Road, 515 294-7612, email eooffice@iastate.edu . If you have questions about the application process please email employment@iastate.edu or call 515-294-4800 or Toll-Free at 1-877-477-7485 . Iowa State University provides reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should email employment@iastate.edu or call (515) 294-4800 or Toll-Free: (877) 477-7485 . TTY users are welcome to use the Iowa Relay Service number by dialing 7-1-1 or (800) 735-2942 . General ISU compensation information can be found on the University Human Resources (https://www.hr.iastate.edu/careers/compensation) website. Please note that this is only a list of ranges and individuals will be paid commensurate with qualifications.
