Job Description
Provide leadership, management, and support of microcomputers and network connections that are crucial to the information flow of the university, including installation, maintenance, problem resolution, and systems integration for hardware and software; support faculty and staff with all aspects of computing for the classroom.
Unified Technology Support (UTS), a division of Information Technology at Ball State University, is seeking an IT Support Technologist with customer service skills and a strong background providing advanced technical support for technology resources including Windows and macOS computers, mobile devices, networks, and software applications with an emphasis on troubleshooting, maintenance, and system integration. The person filling this role should expect to support a wide range of campus technologies within multiple departments and/or buildings on the Ball State University Campus. This role will also provide support one half-day per week during a Technology HelpDesk shift, where they will assist clients via phone, web tickets, and online chats.
Job Function:
Provide leadership, management, and support of microcomputers and network connections that are crucial to the information flow of the university, including installation, maintenance, problem resolution, and systems integration for hardware and software; support faculty and staff with all aspects of computing for the classroom.
Minimum Education:
Bachelor’s degree from an accredited college or university by date of appointment. Or, in lieu of a Bachelor’s degree: Associate’s degree plus an additional combination of education or experience in IT equivalent to two years, or High school diploma or GED plus an additional combination of education or experience in IT equivalent to four years.
Preferred Education:
Bachelor’s degree in applied technology, computer science, MIS, or related area.
Minimum Experience:
At least two years of experience working with PCs/networks—installations, system configuration, troubleshooting, and networking; in-depth knowledge of various computer platforms—Windows and MacOS.
Preferred Experience:
Three or more years of experience working with PC/networks in higher education or related area; experience with computer imaging; supervisory experience.
Duties and Responsibilities:
- Provide microcomputer support and direction for university faculty and staff, which includes system analysis, development, programming, and equipment consultation tomaintain core university functions and critical systems; establish university faculty and staff computing needs; provide advanced system specifications. Act as a primary support contact for, but not limited to, the College of Health.
- Provide management and support for university local area network servers; maintain preventative maintenance techniques for hardware, servers, and peripheral equipment; ensure connectivity to the network at all times.
- Consult with university personnel to investigate, evaluate, recommend and specify purchases and configurations for microcomputer and local area network installations for university departments.
- Contribute and provide technical content to UTS/university knowledge base; examine current trends; prepare procedures for complex technical repairs and inquiries; document technical information for internal and campus-wide use.
- Provide instructional technology support for university faculty labs and classrooms to support their academic mission; address principal computing operations, including encompass design, evaluation, modification of computer set-ups, system analysis, and critical system recommendation.
- Provide university computer lab support, including maintenance and troubleshooting; support planning strategy.
- Manage university client and server network connections, including plan, install, and maintain; problem resolution of hardware, software, wiring and hubs; administer the network connection information system.
- Plan, prepare, design and teach formal training courses on microcomputer applications and operating systems; provide ad hoc training as needed.
- Interview, hire, supervise, and train student consultants on hardware and software topics; assign workflow to student consultants.
- Provide Technology HelpDesk support with hardware, software, and networking problem resolutions; perform research, analysis, and evaluation of technologies supported on campus.
- Coordinate with Information Technology Services (ITS) management regarding development, policy, and procedure specifications for implementation and use of local area networks, microcomputers and their interconnections.
- Research and evaluate emerging computer technologies; maintain current knowledge of hardware, software and communications techniques, including knowledge of technical conferences and activities focused on micro computing and networking developments.
- Perform other related duties as assigned.
- Serve on project teams.
At Ball State University, we recognize inclusive excellence as an integral endeavor to fulfill our University’s mission and our strategic plan. We recruit, support, and retain a diverse population of students, faculty, and staff. We encourage and reward diversity of thought. We promote a work environment that encourages and rewards innovation and creativity. We pledge to keep Inclusive Excellence at the highest level of institutional importance and as a foundation in all that we strive to do. Our over-arching goal for Inclusive Excellence is to adopt a university-wide Inclusive Excellence approach to academic, administrative support, and service functions of the university. We believe Inclusive Excellence must be infused in every step we take.
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