Information Technology Support I/II

Position Title:Information Technology Support I/II

Job Group:Professional & Scientific

Required Minimum Qualifications:High School diploma or equivalent

Preferred Qualifications:Associate’s or Bachelor’s degree in a related field

Experience with IT end-user support in a service-oriented organization

Experience with managing Microsoft operating systems

Experience with managing Apple products

Experience with endpoint management systems such as MECM or Jamf

Experience with Active Directory and Group Policy

Experience managing trouble tickets in a ticket system

Job Description:

Iowa State University is seeking a dedicated Information Technology Support I or II to join the Information Technology Services (ITS) Endpoint Onsite team. In this role, you will be working in a technical environment primarily supporting the needs of administrative units across campus. This is an on-campus position located in Durham Center.

Key Responsibilities:

Provide technical support and troubleshooting for a range of hardware, software, operating systems, equipment, and applications.

Utilize enterprise support tools and technologies to resolve issues efficiently.

Serve as the first tier of customer support, escalating complex issues to senior technical staff as needed.

Install, configure, and repair hardware and software, and run diagnostic programs to identify issues.

Perform routine system and data backups and execute restores as requested.

Document systems and procedures to maintain an organized and efficient support environment.

Offer guidance on and purchase hardware, escalating cases requiring advanced expertise.

Triage incidents, schedule installations and appointments with clients, and manage Onsite workflows.

Lead a team of student employees, including scheduling, hiring, providing performance feedback.

Qualifications:

Level I: High school diploma or equivalent.

Level II: High school diploma or equivalent, plus a minimum of 2 years of related experience.

This position will be filled at either the Level I or Level II, depending on the candidates qualifications and experience.

Pay Grade:

Level I: PS806

Level II: PS807

Join our team and play a key role in supporting the technology that powers Iowa State University!

Level Guidelines

• Entry level position acquiring job skills and learning standard operating procedures and policies to complete tasks• Works under relatively close supervision and receives guidance on new work assignments• Works on assignments which are routine in nature requiring limited judgment• Refers difficult or less routine issues to supervisor or higher-level staff for assistance• May provide guidance to students

Appointment Type:Regular

Number of Months Employed Per Year:12 Month Work Period

Time Type:Full time

Pay Grade:PS806

Application 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 18, 2024

Posting Close Date:November 2, 2024

Job Requisition Number:R15721

By 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 universitys 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, 2680 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.