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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.

We are committed to providing excellent client service during every single client contact. 
Our service extends 24 hours a day, 7 days a week, and our schedules are set on a semester basis.

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

This position is eligible for work study.
 

Required Qualifications:

Applicants are required to have prior client service experience, proven technical abilities, excellent communication skills, and the ability to speak English clearly and well. 

Consultants are required to be available to work walk-in shifts on campus, if required. Phone and chat shifts will be conducted in a work-from-home environment and may transition back to in-office at a later date. Consultants are required to have their own computer, a headset and microphone, high speed internet, and a quiet place to work.

Applicants MUST submit a resume to be considered.

 

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, Mac OS, iOS, Android and others)
    • Central systems (email, learning management systems, storage platforms, etc.)
    • Campus networking (wired and wireless connectivity)
  • Documents all customer 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.

Scheduling

Schedulers request availability templates from each consultant before the start of each semester (fall, spring, and summer) to create a semester template. Each week's schedule is based on the semester template. Shifts are assigned based on a combination of staffing needs, consultant availability, seniority, and attendance history.