Position Title: Information Technology Support I Job Group: Professional & Scientific Required Minimum Qualifications: High School diploma or equivalent Preferred 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 Bachelors degree in related field. Job Description:
Summary
Provides 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 technologiesand software to deliver excellent customer service.
Communicates effectively with the diverse members of the Iowa State University community.
Escalatesmore complex issues to senior technical staff as appropriate.
Documents assigned systems and relevant procedures.
Collaborates with solution center team
Level 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 students
Appointment Type: Regular Number of Months Employed Per Year: Time Type: Full time Pay Grade: PS806 Application 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, 2024 Posting Close Date: December 1, 2024 Job Requisition Number: R15886
