Indiana University

OVPIT/UITS 
Human Resources

The following position reporting to Momi Ford, Manager, Support Center, is being posted externally. If interested, you must apply online at https://jobs.iu.edu/
Refer to job number #10341.

Client Services Analyst - PA2IT

Provides a wide range of expert consulting to faculty, staff and students of the IUPUI campus and other IU campuses. Resolves problems which encompass all major service areas within UITS and university-wide systems. As necessary, refers problems to the appropriate resource. Provides technical support to specialized applications for client support to faculty, students and staff, university departments and clients from other inter-departmental groups, for applications such as Internet, Microsoft Word applications and Networking. Documents and tracks calls received, and follows-up with clients until a satisfactory resolution is reached. Submits and maintains the knowledge database. Assists in the planning, organizing and controlling of work processes in the Support Center. Directly supervises and provides work assignments to hourly staff in their daily activities and services of the Support Center. Provides expertise and leadership, including mentoring, in the technical development of hourly help desk staff in the Support Center. Represents the Support Center at various meetings and project-related sessions, and presents technical requirements and guidelines to interested groups and constituencies.

Qualifications:
Required: Bachelor's degree from an accredited institution, plus 1-2 years of computing automation, computer client support, computer operations support, or computer lab consulting, plus a demonstrated knowledge in software for desktop workstations and network experience. Supervisory experience strongly preferred. A combination of experience and education may be considered at a 2:1 ratio.

Ability to make administrative/procedural decisions and judgments. Demonstrated knowledge in software for desktop workstations and networks is required. Experience with ghost and system administration helpful. Prior Helpdesk experience a plus. Project Management experience desirable. Excellent proficiency with PC hardware, standard software, and specialized applications required. Effective oral and written communication skills; able to explain technical terms and present information to non-technical people, and provide staff training. Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community. Ability to monitor, assess and record client ticket progress, and make adjustments to plans and services. Demonstrable problem solving techniques and analytical skills to analyze and solve customer problems; ability to interpret reports and manuals. Self-motivated and able to work independently or within a team concept. Strong preference for candidates with IU experience.

Knowledgeable in as many as possible of the following areas: Macintosh Operating Systems, INTEL Operating Systems, Server Operating Systems; Unix, Win XP, Windows Vista, Windows 7, OSX, Microsoft Office Suite: MSWord, Excel, PowerPoint, Access. HTML, JavaScript, Flash, Adobe Photoshop or other type of image editing software; E-mail Technology; Outlook, Outlook Express, Windows Mail, Mac Mail, Entourage, Internet Applications; FTP, WWW, VPN, Database development, Visual Basic.

Indiana University is an equal employment opportunity/equal access/affirmative action employer and a provider of ADA services.