Hire Achievers : IT User Support Intern

Position Title: IT User Support Intern Hire Achiever
Organization: IU Indianapolis

Department/Office: Robert H. McKinney School of Law Technology Services Room IH 135B
Hourly Wage: $11.00
Average Hours/Week: __15__ hours per week

Reports to:  Jason Yavor

Office Overview:

The McKinney School of Law’s IT department provides technical support for the school’s faculty, staff, students and classes.  We supply and maintain PCs and Macs for faculty and staff in the building.   We also provide and support A/V technology in classrooms.   We are available to help set up their equipment prior to class and provide course capture assistance.  Also support we provide includes assistance with printers, phones, card access, Canvas and OneDrive.

Essential Duties and Responsibilities:  

• Provides entry/midlevel technical support to faculty, staff, and students; resolves mid and low-level problems and, as necessary, referred more complex problems to appropriate supervisors and/or senior-level staff.
• Classroom/lecture hall audio and video support.  This involves following a daily classroom schedule and having equipment ready for faculty use prior to class.   Setting up, editing and processing classroom audio recordings.  Providing support student technology labs and library printers.
• Interprets problems and provides technical support for hardware, software, and systems; follows established protocols to provide technology solutions for students, faculty, and staff.
• Stays up-to-date and maintains knowledge of all services offered and/or supported by the University.
• Documents and tracks calls/tickets received and follow up with clients until a satisfactory resolution is reached.

Essential Duties and Responsibilities:  Broken down by percentage/week

• _50_% -   classroom technology and A/V support including but not limited to setting up classrooms per professors’ submitted requests for computers, PowerPoint clickers, lapel mics, audio recorders, or other special requests noted by professors. Further setting up and tearing down technology in conference rooms, auditoriums, and other common meeting spaces such as courtyard or atrium as also requested.

• _40_% – support on incoming calls/tickets and providing frontline tier 1 technical support directly to the faculty, staff, or student who submitted the request. Each ticket is unique, and support can be in-person, by email, or by phone as appropriate/needed.

• _10_% - training and development of procedures, software, and services not only provided by the university but also specific to the Law School.

Tools and Equipment Used:

• PC computer, (including Microsoft office suite), phone, Adobe Audition, Canvas.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms.
• The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

• The work is performed primarily in an office or classroom setting. The noise level in the work environment is moderate. At times, work will require being outdoors for events or in louder environments.
• The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

Desired Minimum Qualifications:

Availability:

• Prefer some availability from either AM (Pre noon) or PM after 2PM days _Mondays to Friday.
• Ability to communicate and act professionally at all times to employers, supervisors, and students.
• Strong attention to detail.
• Excellent Organizational Skills.
• Ability to work well on a team, and participate in collaborative problem solving, projects, and activities.

Education and Experience: 

• Enrolled as a student at IUI.
• Some technology understanding and support experience preferred but not required.

Knowledge, Skills, and Abilities: 

• Communicator – The ability to listen, write, and speak effectively. Students will gain the ability to assess a situation, seek multiple perspectives, gather more information if necessary, and identify key issues that need to be addressed. Students will also learn how to collaborate with others more effectively on projects, and how to provide mentorship to peers.
• Innovator – The ability to design, plan, organize, and implement projects and tasks within a specific timeframe. Students in this position will be encouraged to make decisions and contribute their ideas in work groups.
• Problem Solver –The ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments. Students will gain the ability to find/create solutions to problems using creativity, reasoning, past experiences, and available information and resources.
• Community contributor – The ability to demonstrate sensitivity and awareness of other people and cultures. Students will learn how to relate to co-workers and inspire others to participate. Additionally, they will also gain the ability to maintain a productive climate and confidently motivate, mobilize, or coach other employees/students.

Hire Achievers Program Summary: 

• This position is offered as a part of the Hire Achievers Program. It aims to connect IU Indianapolis undergraduate freshmen and sophomores with positions on campus with faculty and staff in a variety of campus areas/programs.  Positions start in August and end in May.  Students in this program will be expected to participate in a variety of professional development learning modules in an online format throughout the year.  Students who complete the entire year of the program and all of the learning
  Modules will receive a certificate of completion and will be able to indicate their Hire Achievers experience on their IU Indianapolis Experiential and Applied Learning Record.