IT Support

IT Support

Under the direction of the IT Director, the IT Support position will provide support for the daily activities of the local IT Support Team. The position participates in the diverse job tasks of the IT Support Team, including but not limited to; support of general hardware and software, printers, projectors, document cameras, scanners, and related IT equipment; Assists staff, faculty, and students with the operation of classroom IT and instructional equipment. The position may also perform limited network and server-related support for requests or projects as needed in cooperation with the IT System Administrator and/or IT Network Administrator.

This position is 100% on-site at the Evansville campus.

Major Responsibilities:

• Provide technical and user support and guidance positively and cooperatively, exhibiting a 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

Hourly Rate: The hourly rate for this position is $19.23 per hour.

Education and Experience:

• High school diploma required.
• Strong customer service mindset with excellent organizational skills.
• Clear and effective communicator in person, via phone, and through written channels (email, documentation, etc.).
• Technically adept; confident using and supporting current hardware and software tools.
• Builds and maintains professional, respectful relationships with team members and leadership.
• Exercises sound judgment and maintains strict confidentiality when handling sensitive information and systems.
• Reliable and accountable; consistently follows through on responsibilities.
• Maintains composure and problem-solving focus under pressure or in high-stress situations.
• Able to balance and prioritize multiple tasks in a fast-paced environment.
• Creates, updates, and maintains thorough, easy-to-follow documentation.
• Takes initiative and ownership of responsibilities; seeks opportunities to add value.
• Open to continuous learning; willing to pursue additional training or industry certifications as needed.
• Physically capable of lifting up to 30 pounds repeatedly and climbing ladders.
• Flexible with work hours, including availability for nights and weekends when required.
• Willing to travel as necessary to support operational needs.

• Experience in a higher education environment is desirable
• An associate degree in an IT-related field is preferred

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.