MAJOR RESPONSIBILITIES:
 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.
The above list of duties is not to be construed as an exhaustive list. Other duties logically associated with the position may
be assigned.

SUPERVISION RECEIVED: IT Director

SUPERVISION GIVEN: None

MAJOR RESPONSIBILITIES:

• 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.

The above list of duties is not to be construed as an exhaustive list. Other duties logically associated with the position may
be assigned.

SUPERVISION RECEIVED: IT Director
SUPERVISION GIVEN: None

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
• 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:

Health & Wellness

• 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

Retirement & Financial Security

• 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

Educational Benefits

• Fee remission for employees, spouses, and dependent children

• Tuition assistance for undergraduate, graduate, and doctoral programs

• Paid professional development opportunities

Work‑Life Balance

• 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)

Additional Perks

• Eligibility for Public Service Loan Forgiveness

• Additional discounts on gym memberships, transportation, and various retail services

Ivy Tech is proud to offer benefits that support your health, your family, and your future—because when our employees thrive, our students and communities thrive too. For more information on Ivy Tech Benefits, visit https://careers.ivytech.edu/benefits

Note: Employees who re-hire with the College within 180 days of leaving a full-time position with the College may be eligible for additional benefits depending on their bridged seniority date.

Ivy Tech Community College is an accredited, equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, marital status, religion, sex, gender, sexual orientation, gender identity, disability, age or veteran status. As required by Title IX of the Education Amendments of 1972, Ivy Tech Community College does not discriminate on the basis of sex, including sexual harassment in its educational programs and activities, including employment and admissions. Questions specific to Title IX may be referred to the College’s Title IX Coordinator or to the US Department of Education Office of Civil Rights.

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:

Health & Wellness

• 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

Retirement & Financial Security

• 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

Educational Benefits

• Fee remission for employees, spouses, and dependent children

• Tuition assistance for undergraduate, graduate, and doctoral programs

• Paid professional development opportunities

Work‑Life Balance

• 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)

Additional Perks

• Eligibility for Public Service Loan Forgiveness

• Additional discounts on gym memberships, transportation, and various retail services

Ivy Tech is proud to offer benefits that support your health, your family, and your future—because when our employees thrive, our students and communities thrive too. For more information on Ivy Tech Benefits, visit https://careers.ivytech.edu/benefits.

Note: Employees who re-hire with the College within 180 days of leaving a full-time position with the College may be eligible for additional benefits depending on their bridged seniority date.

Ivy Tech Community College is an accredited, equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, marital status, religion, sex, gender, sexual orientation, gender identity, disability, age or veteran status. As required by Title IX of the Education Amendments of 1972, Ivy Tech Community College does not discriminate on the basis of sex, including sexual harassment in its educational programs and activities, including employment and admissions. Questions specific to Title IX may be referred to the College’s Title IX Coordinator or to the US Department of Education Office of Civil Rights.