Senior IT Support Technologist

Unified Technology Support ( UTS), a division of Information Technology at Ball State University, is seeking a Senior IT Support Technologist with customer service skills and a strong background in providing advanced technical support for technology resources, including Windows and macOS computers, mobile devices, networks, and software applications with an emphasis on troubleshooting, maintenance, and system integration. The person filling this role should expect to support a wide range of campus technologies within multiple departments and/or buildings on the Ball State University Campus.

At Ball State University, inclusiveness is one of the enduring values and informs all of our work. We define 'inclusiveness' as a commitment 'to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.' As such, this value incorporates a commitment to inclusive excellence and freedom of expression.

Ball State University offers an excellent benefits package for eligible positions. Click here to explore options.

Curious about benefits calculations? Please visit the following link to explore: https://www.bsu.edu/about/administrativeoffices/humanresources/jobs

Provide leadership, management, and advanced technical expertise within the UTS Tech Center as part of the Technology HelpDesk/Desktop Support team; serve as instructional and problem-solving resource for the IT Support Technologists, HelpDesk Staff, and other full-time and student employees that work within UTS; advise and support faculty, students, and staff in their effort to resolve a variety of technical, informational and policy-related issues; monitor issues and escalate items to UTS management when appropriate and insure appropriate solutions and other technical services are available.

1. Bachelor's degree from an accredited college or university by date of appointment.
Or, in lieu of Bachelor's degree:
2. Associate's degree plus an additional combination of education or experience in IT equivalent to two years.
Or
3. High school diploma or GED plus an additional combination of education or experience in IT equivalent to four years.

At least five years of experience working in Information Technology Desktop Support providing technical support for technology resources including microcomputers, networks, and software applications with an emphasis on troubleshooting, maintenance, and system integration; knowledge of remote access applications; experience in an academic environment or comparable setting with knowledge of business operations; at least three years of experience working in a customer service environment with a focus on technical support and/or HelpDesk environment; training/instructional experience.

Excellent verbal and written communication skills; strong analytical and problem-solving skills.

Bachelor's or master's degree in computer science, MIS, computer technology, or related field.

Advanced technology support experience and networking knowledge; additional years of experience working in a help desk or microcomputer support environment; supervisory experience; professional documentation experience.

Students, PC#101747-Technology Coordinator (Burris).

Ball State University is an Equal Opportunity/Affirmative Action employer that is strongly and actively committed to diversity within its community. Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status or any other legally protected status.

Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 20,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 270+ undergraduate and graduate programs. Many of our master's, doctoral, certificate, and specialist degrees rank among the best in the nation. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world.

The minimum salary for this position is $60,000.

Provide advanced technical support up to the highest level of University faculty and staff, including President's Office, Provost's Office, and other senior level administration; troubleshoot and resolve technical issues via phone, email, remote support software, and in-person; must distinguish between hardware and software issues; diagnose and correct network configuration issues; troubleshoot and correct operating system and application software problems; resolve e-mail account related issues; assist with printers and mobile devices; conduct impromptu training sessions for technologies used on campus.

Act as a mentor and resource to IT Support Technologists, HelpDesk staff, and student employees. Provide additional training and support as needed.

Track all client interactions or contacts; interact with technical staff to analyze trends in technology related issues and assist in the resolution of client issues; provide information to clients who do not know where to get assistance, and work with other offices to resolve the issue or get the client to the right person; take appropriate action to ensure effective and efficient solutions for all clients; monitor and test fixes to ensure problems have been adequately resolved.

Serve as Tier 3 support to resolve issues escalated by other Desktop Support and HelpDesk staff, UTS student employees and other university employees that provide technical support who were not able to resolve the issue; provide extensive technical knowledge, troubleshooting, and customer service support to advise and assist other members of the HelpDesk/Desktop Support team.

Support the organization, configuration, and rollout of new devices during deployment lifecycle including the management and organization of College Plan equipment; including but not limited to tracking equipment received by UTS, imaging and configuring devices for clients; ensuring equipment is properly configured per UTS and IT Security standards and procedures; assist with the organization of the deployment of equipment to departments and/or end users.

Provide technology support for departmental labs and classrooms as required; includes design, evaluation, modification of computer set-ups, system analysis, critical system recommendations, as well as build, test, and deploy images to Mac and Windows computers.

Provide instructional technology support for university faculty labs and classrooms to support their academic mission and address principal computing operations; encompasses design, evaluation, modification of computer set-ups, system analysis, critical system recommendations, as well as build, test, and deploy images to Mac and Windows computers.

Support the Senior Manager of IT Support with developing and specifying policies and procedures for the implementation and use of local area networks, microcomputers and their interconnections; develop and specify policies and procedures, design information guides; serve as primary back-up for Desktop or other technologists.

Provide system administration for campus systems and web applications used within Information Technology and the campus community.

Research and evaluate emerging computer technologies; maintain an advanced level of technical knowledge and skills for current and evolving technologies pertaining to personal computers, software architecture, hardware, computer networking and troubleshooting methodologies.

Consult with university personnel to investigate, evaluate, recommend and specify purchases and configurations for microcomputers, mobile devices, peripheral equipment, and local area network installations for university departments.

Interview, hire, supervise and train student employees that work at the HelpDesk/Desktop Support; assign workflow to student consultants.

Participate in special projects that include, but are not limited to, conducting training sessions, coaching and mentoring UTS Tech Center staff and departmental technical support staff, and assisting with product implementation, testing and upgrades.

For direct reports, assign and review work, orient and train, and make decisions in all areas related to supervision, including but not limited to interviewing and selection, compensation, discipline, performance appraisal, and training and career development of personnel.

Perform other related duties as assigned.

For nominations and questions regarding this opportunity, please contact Tiffany Turner, Assistant Director of Talent Acquisition, at tiffany.turner@bsu.edu.

In support of your application for this position, please prepare and submit a cover letter that describes how your qualifications and experience align with the elements of the position description (or leadership profile). In your cover letter, please select one of our enduring values and describe how you have demonstrated a commitment to that value in your professional endeavors.