Part-Time Overnight Support Center Consultant
Company: Indiana University
Location: Bloomington
Posted on: January 27, 2023
Job Description:
DepartmentVICE PRES INFORMATION TECHNLGY
(UA-VPIT-IUBLA)Department InformationThe Client Support division
within University Information Technology Services (UITS) provides
technology support services for students, faculty, staff, parents,
alumni, donors, and other external audiences at Indiana University.
The support is broad, deep, and structured to assist with the use
of technology in their work, studies, and research. Our consultants
provide technical support via phone, chat, email, walk-in, in the
online IU Knowledge Base, in Student Technology Centers and campus
housing. Our mission, vision and core values define who we are, how
we act and what we aspire to accomplish, which helps us to make
amazing things happen. Mission: Empowering the IU community to
succeed through excellent IT services and support. Vision: Utilize
innovation, technology, and human resources to provide
best-of-class IT support, services, and user communication to the
IU community. Values:
- Success through empowering people
- Understanding our clients' needs
- Participating in meaningful partnerships
- Providing an environment for innovation
- Outstanding service is our norm
- Respect and integrity underpinning all
- Teamwork and communication in everything we do Come join our
team! We are currently hiring within Frontline, the group within
University Information Technology Services (UITS) which provides
tier 1 technical assistance to the IU Community. At University
Information Technology Services (UITS) 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. Job
SummaryThe award-winning University Information Technology Services
(UITS) Support Center is currently hiring part time overnight
hourly consultants to join our team. Consultants in this entry
level position gain valuable client service experience and
technical knowledge that will improve their career marketability.
This is a fantastic part-time opportunity for students. Numerous
former consultants have moved on to full-time positions within the
Support Center and other groups within University Information
Technology Services (UITS) and the university. General
Responsibilities
- Provides tier 1 technical assistance to students, faculty,
staff, parents, alumni, donors and other external audiences via
phone, chat, email, and walk-in.
- Provides tier 1 technical assistance by supplying accurate
information, analyzing, and resolving issues in a timely
manner.
- Provides support to clients to resolve problems for multiple
service areas, including but not limited to:
- Desktop and mobile computing device platforms (including
Windows, macOS, iOS, Android and others).
- Central systems (email, learning management systems, storage
platforms, etc.).
- Campus networking (wired and wireless connectivity).
- Documents all client interactions accurately and promptly.
- Assumes ownership and responsibility for the needs of the
client by following up with clients until a satisfactory resolution
is reached. As necessary, escalates unresolved issues to the
appropriate supervisors, tier 2 staff, and administrators.
- Maintains awareness of organizational/system changes and
current issues affecting clients.
- Uses all available tools to assist in problem solving. Research
answers when not immediately knowledgeable using online
resources.
- Involves Support Advisor or Supervisor, when necessary, in
defining and resolving a problem. QualificationsEDUCATION Required
- General knowledge at the high school levelPreferred
- Associate degree.WORK EXPERIENCE Required
- Prior client service experience, proven technical
abilitiesSKILLS Required
- Delivers concise, effective, and respectful communication
- Provides accurate and complete documentation
- Adheres to work schedule
- Works effectively with others
- Makes timely and effective decisions based on available
information
- Encourages and is receptive to suggestions and solutions from
othersWorking Conditions / DemandsThis position requires the
ability to communicate effectively and to operate computers and
other related technical equipment. The person in this role must be
able to perform the essential functions with or without
accommodation. Work LocationBloomington, Indiana Phone, email, and
chat shifts will be conducted in either a work-from-home
environment or an in-office environment and may transition back to
a full-time in-office environment at a later date. To be considered
for work-from-home Consultants are required to have their own
computer, high speed internet, and a quiet place to work.This
position is eligible for remote work or to work a hybrid schedule
(mix between remote or in-person work), subject to change based on
university policy and business needs.Advertised SalaryStarting wage
is $14.00 per hour for overnight shifts. Consultants may be
eligible for a $1.00 raise upon completion of their first 90 days
of employment. Work HoursConsultants are scheduled to work between
20-29 hours per week and are required to be available to work
overnight and/or overnight weekend shifts. Overnight shifts are
scheduled between the hours of 10:00 pm and 8:00 am. We require a
commitment to work at least 2 full semesters. We are committed to
providing excellent customer service during every single client
contact. Our support is available 24 hours a day, 7 days a week,
and our schedules are set on a per semester basis. Schedulers
request availability from every part-time consultant before the
start of each semester (fall, spring, and summer) to create a
semester schedule. Shifts are assigned based on a combination of
staffing needs, consultant availability, seniority, and attendance
history. Schedulers work to accommodate class schedules, making
this a perfect opportunity for students! Job ClassificationCareer
Level: Part Time EmployeeFLSA: NonexemptJob Function: Part Time
EmployeeJob Family: Part Time EmployeeClick here to learn more
about Indiana University's Job Framework.Posting DisclaimerDue to
the COVID-19 pandemic, there may be differences in the working
conditions as advertised in our standard job postings (e.g., the
ability to travel from one campus to another, etc.). If you are
invited for an interview, please discuss your questions or concerns
regarding the working conditions at that time. 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.New employees will be provided with information
regarding Indiana University's COVID-19 vaccine policy, which
includes the opportunity to request an exemption. To learn more,
view our COVID-19 vaccine information page.Equal Employment
OpportunityIndiana 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 SecurityThe 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 or by
visiting IUPD.Contact UsRequest SupportTelephone:
Keywords: Indiana University, Bloomington , Part-Time Overnight Support Center Consultant, Professions , Bloomington, Indiana
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