A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
(UA-NNOC-IUINA) Department Information Established in 1998 at Indiana University, the GlobalNOC's mission is to advance the future of research, education, and the public interest through the support and evolution of networks. With our staff of 120 plus, we provide comprehensive contracted network management services to over 20 large-scale networks. As part of Indiana University, we operate as a non-profit; we focus on developing great technical staff, and providing excellent service to our clients. Why work here? Make a difference. Our networks are all higher education, research, and public service oriented, and we're enthusiastic about the missions of our clients. Each of us is curious and motivated to master the skills that will help our clients, our community, our world, and ourselves. Grow your skills and career. With the 20 plus networks we operate and manage, and the size and variance of our client networks, you won't be pigeon-holed doing just one thing. Taking time to investigate, read, or study new things isn't just ok, it's required and supported. Enjoy the life-friendly moderate cost of living of the Midwest, or work remotely. In Indiana, we have 2 locations- Do you like the intellectually stimulating environment of university town? Bloomington might be for you. Prefer to enjoy life in the big city? We have a location in downtown Indianapolis. We also support a hybrid of in-office and work-from-home. Our people and attitude. GlobalNOC is non-profit, and is committed to a culture of positive work/life balance, varied workforce, and open information sharing. We value an exploring mindset and seek ways to learn more and deepen our expertise, sharing with our clients and each other. We have frequent internal seminars, as well as funds to attend training, conferences, and certifications. And yes, people here really are super-friendly. Job Summary Provides trouble-shooting, monitoring, tracking, resolution, and documentation for all network support areas. Assists team members in establishing network and information system needs. Provides customer support for issues, requests, and questions related to all network support areas. Performs administrative and miscellaneous duties associated with record keeping, inventory, safety and other requirements. Qualifications
EDUCATION
Required High school diploma or equivalent (such as HSED or GED).
WORK EXPERIENCE
Preferred Some experience in a related technical area. SKILLS Required Proficient written and verbal communication skills. Maintains a high degree of professionalism. Demonstrates time management and priority setting skills. Demonstrates a high commitment to quality. Working Conditions / Demands This position requires the ability to communicate effectively and to operate computers and other related technical equipment. The role is required to maintain and interact with computers and frequently move objects weighing up to 50 pounds. The person in this role must be able to perform the essential functions with or without an accommodation. Work Location Indianapolis, Indiana or Bloomington, Indiana Benefits Overview For full-time staff employees, Indiana University offers a wide array of benefits including: Comprehensive medical and dental insurance Health savings account with generous IU contributions Healthcare and dependent care flexible spending accounts Basic group life insurance paid by IU Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance Base retirement plan with generous IU contributions, subject to vesting Voluntary supplemental retirement plan options Tuition subsidy for employees and family members taking IU courses 10 paid holidays plus a paid winter break each year Generous paid time off plans Paid leave for new parents and IU-sponsored volunteer events Employee assistance program (EAP) Learn more about our benefits by reviewing the IU Benefit Programs Brochure .
Job Classification Career Level:
Foundational FLSA:
Nonexempt Job Function:
Information Technology Job Family:
Network Admin, Analysis, & Eng Click here to learn more about Indiana University's Job Framework. Equal Employment Opportunity Indiana University is an equal opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University Notice of Non-Discrimination here which includes contact information .
