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Support Center Consultant

About this Job:

The UITS Support Center is hiring part-time consultant positions. Consultants are scheduled to work between 20-29 hours per week and are required to be available to work evening and/or weekend shifts.

Successful candidates in this role will develop troubleshooting skills with a variety of software products and operating systems. Additionally, they will learn how to provide exceptional customer service. Our consultant mentorship program helps further guide each consultant's professional development according to their interests.

Support Center consultants provide tier 1 technical assistance to students, faculty, and staff of the IU-supported communities over multiple services such as phone, email, and chat. We are committed to providing excellent customer service during every single customer contact.

Job duties include, but are not limited to, the following:

  • Provides technical advising and troubleshooting support to clients in order to resolve problems reported for multiple service areas, including but not limited to:
    • Desktop and mobile computing device platforms (including Windows, macOS, iOS, Android and others)
    • Central systems (email, learning management systems, storage platforms, etc.)
    • Campus networking (wired and wireless connectivity)
  • Documents all client interactions for research, review, and future reference.
  • Follows up with clients until a satisfactory resolution is reached. As necessary, escalates unresolved issues to the appropriate supervisors, tier 2 staff, and administrators.
  • Updates technical documentation in the IU Knowledge Base for both internal and public consumption.

This position requires prior client service experience, proven technical abilities, excellent communication skills, and the ability to speak English clearly and well. The person in this role must be able to perform the essential functions with or without accommodation.

This position is eligible for work study.

Working Conditions and Equipment Requirements:

Consultants are eligible for a hybrid schedule (mix between remote and in-office work), subject to change based on university policy and business needs.  

We ask that our hybrid remote work employees have access to a reliable internet connection and a dedicated, fixed location within the United States that is free of distractions and dependencies. A laptop and docking station are provided to consultants. Consultants must provide their own peripherals. A headset with a microphone in good working order is required for this position.

NOTE: Consultants must be present in the office for their initial orientation to pick up equipment and complete I-9 forms.

Applicants MUST submit a resume to be considered.

Scheduling

Consultants are assigned shifts at the beginning of each semester, based on consultant availability. Shifts are assigned based on a combination of staffing needs, consultant availability, seniority, and attendance history.

Support Center consultants are required to work a minimum of 20 hours per week and may work a maximum of 29 hours per week. Consultants must be able to work some evenings and weekend shifts.

Compensation

Starting wage is $15 per hour for consultants at both IU Bloomington and IU Indianapolis.

Positions include work-study opportunities. For more, see the Student Central Work-Study pages for IU Bloomington or IU Indianapolis.

Skills that students will learn 

  • Problem Solving- Students will learn how to troubleshoot IT problems and come to a resolution using the various resources of UITS and other online resources.
  • Customer Service- Students will interact with customers via phone, email, chat, and in person. They will learn how to effectively communicate with customers and explain complex resolutions.
  • Technology Research- Students will be exposed to new technologies and systems and be able to troubleshoot them effectively.