Client Support Supervisor of Multimedia Services (IT User Support Technician)
Indiana University

Job Info

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Department

UITS UNIVERSITY ADMIN TECHNOLO (UA-CTUA-IUINA)

Department Information

At University Information Technology Services (UITS) we provide the technology, tools, and services you need to succeed. UITS supports IU's vision for excellence in research, teaching, outreach, and lifelong learning. 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. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.

Our Client Support Team is part of Client Technology Services within University Information Technology Services at IU. The University Library welcomes 800,000 plus visitors each year and hosts hundreds of successful events from meetings to conferences, to large symposiums each year for 5000 plus guests. This team and position are integral to the success of technology and events at University Library each day. As the library hosts numerous events and welcomes over 800,000 visitors throughout the year, this individual and the part-time temporary staff they hire, and train have the potential to make a significant impression on IU's campus community and external constituents.

Job Summary



This position works with a team of 5 other technology professionals along with approximately 12 part-time student technology staff in providing technology, as well as technology support services to the University Library and Herron Art Library at IU Indianapolis.

Department Specific Responsibilities

• Oversees part-time temporary staff and technology infrastructure in provision of successful library events, 3D printing, and multimedia support services.
• Supervises part-time temporary hourly staff in provision of technology support services throughout the University Library and Herron Art Library public computer clusters, meeting rooms, classrooms, and auditorium.
• Facilitates technology support for University Library and Herron Art Library faculty and staff.
• Plans and deploys technology infrastructure, as well as develop and ensure compliance with guidelines for the provision of library events management, 3D printing, and multimedia support services.
• Provides multimedia and audio/visual equipment support for a wide variety of technologically complex events in library rooms and facilities for upwards of 5,000 attendees throughout the year.
• Supervises part-time temporary staff while providing specialized technology infrastructure in the library's 3D Printing Studio, Rich Media Clusters, and video production spaces.
• Assists with developing and ensuring compliance with guidelines for the use of these technology resources.
• Oversees the University Library's Technology Services Consultant Training Program.
• Assesses needs, hire, and develop part-time temporary staff, including trainers, to provide support and training related to library technologies and services.
• Provides effective frontline client support and desktop assistance to librarians, staff, students, and patrons throughout the building in public computer clusters, classrooms, conference rooms, individual offices, and the auditorium.
• Coordinates and assists with IT projects as needed.

General Responsibilities

• Provides senior-level technical support to faculty, staff, and students; resolves senior-level problems and, as necessary, escalates the most critical/complex problems to appropriate leadership.
• Serves as an IT support lead, providing guidance to junior team members as needed and acting as an escalation point for difficult problems.
• Interprets complex technical problems and provides support for hardware, software, and systems.
• May assist with testing and implementing new and existing technology solutions to address user support issues.
• Stays up-to-date and maintains knowledge of all services offered and/or supported by the university.
• Documents and tracks calls received and follows up with clients until a satisfactory resolution is reached.
• May be responsible for training and overseeing the work of hourly and temporary workers.

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED)

Preferred

• Bachelor's degree

WORK EXPERIENCE

Required

• 4 years of computer support or related experience

LICENSES AND CERTIFICATES

Preferred

• COMPTIA A+ certification upon date of hire

SKILLS

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrated time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Highly thorough and dependable
• Possesses a high degree of initiative
• Ability to build strong customer relationships
• Friendly and service-oriented
• Expertise with Windows and/or Mac operating systems and software
• Expertise with Microsoft Office suite
• Expertise with university systems

Preferred

• Proficient with computer hardware and software (both Windows and Macintosh environments) and other end-user technologies such as audio-visual, video-teleconferencing, printing, and multimedia
• Demonstrates understanding of wired and wireless computer networking
• Ability to supervise people and projects
• Ability to learn and assess needs based on users' unique technologies, culture, and workflows

Working Conditions / Demands

This position requires the ability to communicate effectively and to operate computers and other related technical equipment. The role is required to maintain and interact with computers and frequently move objects weighing up to 50 pounds. The person in this role must be able to perform the essential functions with or without an accommodation.

Required equipment: Windows workstations, Macintosh workstations, tablets, multimedia devices and software, campus-wide software packages, printers, scanners, projectors, flat panels, digital signage content management programs, Event Management System software, Web-programming tools, and networking hubs.

Work Location

University Library

IU Indianapolis Campus

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure.

Job Classification

Career Level: Mastery

FLSA: Nonexempt

Job Function: Information Technology

Job Family: IT User Support
Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

Contact Us

Request Support
Telephone: 812-856-1234

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