Information Technology Support III

Position Title:Information Technology Support IIIJob Group:Professional & ScientificRequired Minimum Qualifications:High school diploma or equivalent and 5 years of related experiencePreferred Qualifications: Associate or bachelor’s degree in a related field Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent Hands-on experience providing IT support to end-users in a customer-focused organization Experience using IT Service Management concepts such as Inventory Control, Configuration Management, and Change Management Experience operating enterprise-level support technologies and device management systems such as Jamf, Microsoft Endpoint Configuration Manager (MECM), Group Policy Objects (GPOs), or similar Experience supporting and troubleshooting Windows, iOS, macOS, Android, and Linux operating systems Experience installing and configuring a wide range of devices and peripherals such as printers, tablets, and Apple productsJob Description:SummaryAs an IT Support Technician, you will play a vital role in ensuring our users have a seamless technology experience. You will provide exceptional technical support, prioritize customer satisfaction, collaborate with cross-functional teams, and contribute to standardization efforts across the College and University. Your expertise and dedication will be essential in maintaining our high-quality IT support services.In this position, you’ll have an opportunity to shine as a key member of the College of Liberal Arts and Sciences IT Team. Each LAS IT team member provides primary support for one or more departments, units, or areas, and provides backup support to their IT team members as needed. College IT units provide IT services for departments, programs, labs, administration, and researchers. Candidates must be legally authorized to work in the U.S. on an on-going basis without sponsorship. Example of Duties Deliver excellent customer service by promptly analyzing, addressing, and resolving technical issues reported by end users. Collaborate with team members and stakeholders to identify, diagnose, and troubleshoot hardware and software problems. Provide remote and on-site technical support, ensuring minimal downtime and disruptions. Learn and understand the academic department’s technology needs. Make purchases and work with others to develop proposals for technology enhancements. Utilize enterprise support technologies to perform hardware and software installations, configurations, and upgrades to maintain optimal system performance. Contribute to standardization initiatives by developing and implementing best practices, procedures, and documentation. Analyze and maintain documentation for complex IT system configurations. Actively participate in exercises and opportunities to improve processes. Document and track reported issues in the ticketing system, ensuring accurate and timely updates. Hire, train, and provide guidance and oversight to student IT employees. Conduct user training sessions and create user-friendly documentation to enhance user knowledge and self-service capabilities. Stay current with the latest technology trends and industry developments, applying relevant knowledge to improve support services. Maintain current, accurate inventory records for all devices and systems. Maintain a strong focus on information security, adhering to established policies and protocols and assisting with security measures as needed.Level Guidelines Senior-level position applies advanced and specialized expertise and competencies Typically receives general supervision with high level guidance on the most complex assignments Completes assignments which are moderately difficult or difficult Resolves issues, including atypical issues, and makes recommendations May lead projects of limited scope Functions as “go to.” Responds to inquiries and requests from others inside and outside work area May act as a lead, assigning tasks and providing guidance to lower level workers May provide supervision to one to two other staff or lead a small work team Provides guidance to studentsAppointment Type:RegularNumber of Months Employed Per Year:12 Month Work PeriodTime Type:Full timePay Grade:PS808Application Instructions:To apply for this position, please click on “Apply” and complete the Employment Application. Please be prepared to enter or attach the following:1) Resume/Curriculum Vitae2) Letter of Application/Cover LetterIf you have questions regarding this application process, please email employment@iastate.edu or call 515-294-4800 or Toll Free: 1-877-477-7485.Why Choose ISU?Iowa State Employees enjoy comprehensive health and work-life benefits, including medical and dental; as well as: Retirement benefits including defined benefit and defined contribution plans Generous vacation, holiday and sick time and leave plans Onsite childcare (Ames, Iowa) Life insurance and long-term disability Flexible Spending Accounts Various voluntary benefits and discounts Employee Assistance Program Wellbeing program Iowa State offers WorkFlex options for some positions. WorkFlex offers flexibility on when, where, and how you do your work. For more information, please speak with the Hiring Manager.Original Posting Date: October 10, 2024Posting Close Date:October 23, 2024Job Requisition Number:R15693By focusing on the future and providing the best student experience possible, Iowa State attracts students and faculty who want to make a difference. With a comprehensive land-grant mission of education, research, extension and outreach, we produce scholars whose ideas change the world. And through Innovate at Iowa State , we provide innovative and entrepreneurial opportunities for students of all backgrounds. Located just 30 minutes north of Des Moines, the city of Ames was recently named one of the Top 10 cities in the U.S. for campus life and career opportunities. Iowa State University is a welcoming, global, and culturally diverse community of students, faculty, and staff. Campus community members have a wide range of backgrounds and experiences and are committed to engaging with each other respectfully as outlined in the university's Principles of Community (https://www.iastate.edu/diversity-and-inclusion/principles-community) . Iowa State recognizes that diverse intellectual and philosophical perspectives are vital to innovation, critical thinking skills, and a dynamic academic community that fosters the land-grant ideals of putting science, technology, and human creativity to work. All offers of employment, oral and written, are contingent upon the university’s verification of credentials and other information required by federal and state law, ISU policies/procedures, and may include the completion of a background check and/or a consumer credit check. Iowa State University is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, marital status, disability, or protected veteran status and will not be discriminated against. Inquiries can be directed to the Office of Equal Opportunity, 3410 Beardshear Hall, 515 Morrill Road, 515 294-7612, email eooffice@iastate.edu . If you have questions about the application process please email employment@iastate.edu or call 515-294-4800 or Toll-Free at 1-877-477-7485 . Iowa State University provides reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should email employment@iastate.edu or call (515) 294-4800 or Toll-Free: (877) 477-7485 . TTY users are welcome to use the Iowa Relay Service number by dialing 7-1-1 or (800) 735-2942 . General ISU compensation information can be found on the University Human Resources (https://www.hr.iastate.edu/careers/compensation) website. Please note that this is only a list of ranges and individuals will be paid commensurate with qualifications.