HelpDesk Support Technologist

Additional Information

Unified Technology Support is looking for a qualified individual to provide leadership within the Technology HelpDesk. This individual will assist student employees and other full-time staff in providing technical support to clients. This person will provide support for technologies utilized by Ball State University, including desktop computers, mobile devices, web applications, and specialty software.

The university offers an excellent benefits package, including health care and retirement plans, tuition assistance for employees and dependents, and generous time off with pay.

This position maintains an altered schedule to provide supervision for the Technology HelpDesk until 7:00 pm Monday - Thursday and until 5:00 pm on Friday.

FLSA: Non-Exempt

Hrs/Week: 40

Length of Assignment: Fiscal Year - FT Continuing Contract

Position Function

Serve as a software specialist for enterprise software, such as learning management systems and testing applications, which includes consulting with faculty, staff, and students to assist them utilize these applications and resolve technical issues; provide support for these applications at a systems level; provide technical expertise and desktop support within theUTS Technology Helpdesk and other support areas in the UTS Tech Center; advise full-time staff and student employees in their effort to resolve technical, informational and policy-related issues.

Minimum Education

Bachelor's degree or higher.

Minimum Experience

At least two years of experience working with and supporting desktop computers, laptops, mobile devices, networks and software applications with an emphasis on troubleshooting, and system maintenance; At least two years working in a customer service environment.

Minimum Other

Excellent verbal and written communication skills. Available to work after 5 pm. 

Preferred Education

Bachelor's or Master's degree in Computer Science, Information Systems, Computer Technology or related field.

Preferred Experience

Additional years of technology support experience and networking knowledge; Experience working with and/or supporting Learning Management systems such as Blackboard, Canvas or similar systems. Experience working in a technical helpdesk environment. Management and/or supervisory experience.

Pre-Employment Screening
Requires successful completion of a background check.

Positions Supervised

Students. Graduate Assistants

EEO Statement

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, religion, sex, national origin, age, disability, protected veteran status or any other legally protected status.

EEO/AA Employer/Veterans/Disabled.

About Ball State University

Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 22,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 190 undergraduate programs. We offer more than 140 master's, doctoral, certificate, and specialist degrees, with many of them ranking among the best in the nation. Ball State aspires to be the model of the most student-centered and community-engaged of the 21st century public research universities, transforming entrepreneurial learners into impactful leaders - committed to improving the quality of life for all.

Department: Unified Technology Support:120020

Posting Number: 201700139P

Number of Vacancies: 1

Desired Start Date: 10/01/2017

Open Date: 08/26/2017

Applications Accepted Through Date: 09/25/2017

Open Until Filled: No

Special Instructions Summary

Unofficial undergraduate transcripts are required before interviews will be granted. Official transcripts are required upon hire.

Applicants must be able to work in the US without sponsorship.

Duties & Responsibilities

• Ranking: 1 
  Serve as a product specialist for learning management technologies and other applications used to support teaching and learning; includes providing support to others that support these applications to assist with issues they cannot resolve, having administrator access to systems to troubleshoot and provide solutions for the most complex issues; provide training and support for these applications to faculty, staff, students and coworkers; communicate with vendors to coordinate resolution of issues.
• Ranking: 2 
  Assist faculty with the use of learning technologies to meet their teaching and student learning goals including initiating ideas, implementing solutions and finding resources; assist faculty with the use of technology in the classroom, with course development, and website issues.
• Ranking: 3 
  Troubleshoot and resolve technical issues via phone, e-mail, in person, and via remote assistance; 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.
• Ranking: 4 
  Resolve issues escalated by other Tech Center staff and other university employees that provide technical support who were not able to resolve the issue; provide extensive technical knowledge, troubleshooting abilities, and customer service skills to advise and assist other members of the HelpDesk/Desktop Support team.
• Ranking: 5 
  Support the Assistant Director's various administrative functions, such as plan schedules; prepare operation reports; develop and specify policies and procedures, design information guides, and assign workflow to student consultants; serve as the primary back-up for the Assistant Director.
• Ranking: 6 
  Serve as a member of relevant university-wide committees and assist with evaluating and testing new systems and new versions of systems, as well as make recommendations as to implementation and implementation schedules; troubleshoot complex system issues and make recommendations for solutions.
• Ranking: 7 
  Provide technology support for faculty and staff; includes system analysis, development, programming, and equipment consultation to maintain core university functions and critical systems; establish university faculty and staff computing needs and provide advanced system specifications; answer questions about electronic classroom issues.
• Ranking: 8 
  Contribute and provide technical content to the Information Technology/university knowledge base; examine current trends; prepare procedures for complex technical repairs and inquiries; document technical information for internal and campus-wide use; keep the university community abreast of changes and new features in supported products.
• Ranking: 9 
  Provide technology support for students; 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 and/or password issues; assist with printers and mobile devices; conduct training sessions for the technologies used on campus.
• Ranking: 10 
  Maintain an advanced level of technical knowledge and skills for current and evolving technologies pertaining to learning management systems, testing applications, enterprise-wide academic software, personal computers, software architecture, hardware, computer networking, and troubleshooting methodologies.
• Ranking: 11 
  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.
• Ranking: 12 
  Interview, hire, supervise and train student employees and graduate assistants; assign workflow to student consultants.
• Ranking: 13 
  Perform other related duties as assigned.