Information Technology Support I

Position Title:

Information Technology Support I

Job Group:

Professional & Scientific

Required Minimum Qualifications:

High School diploma or equivalent

Preferred Qualifications:

Experience working in higher education and using Service Now “Incidents” 
Experience working with a broad range of services and customer types. 
Experience with Windows 10/11/ISO/Android/Mac OS/ 
Experience writing knowledge based articles 
Associates or Bachelor’s degree in related field. 

Job Description:

The Solution Center at Iowa State University (ISU) has a great opportunity to grow your career in the role of Information Technology Support I, where you will provide leadership to student workers and deliver a customer success infrastructure that provides friendly, accurate, and professional technical service to the ISU community. 

You will work in a technical environment answering questions to promote quick and accurate resolutions, monitor quality assurance processes, update technical documentation, and support special projects. The position will respond to incidents, facilitate tier-level support, and ensure quality customer interactions.  

This on-campus position is part of Information Technology Services (ITS), a department providing core computing, network services, enterprise systems, and information security resources to students, faculty, and staff. ITS also collaborates with technology experts campus-wide to provide specialized IT resources to academic and business units. 

The ITS Solution Center has a team-oriented culture that provides a single point of contact for problem resolution for Iowa State University faculty, staff, students, and visitors related to information technology services. You will use your eagerness to learn, prioritization, troubleshooting, adaptability, and strong verbal and written communication skills to contribute to the Solution Center’s mission to help the people at Iowa State University with issues related to computer software, hardware, and networking, daily. The anticipated work schedule is 8:00am-5:00pm (with 1 hour meal break) or 8:30am-5:00pm (with 30-minute meal break), Monday-Friday.  This position will be part of a rotating on-call schedule for after-hours emergency coverage.                                                                                                         

Example of Duties

• Provides technical support and troubleshooting for various hardware, software, operating systems, equipment, and applications.

• Advises on hardware and software selection. Escalates cases requiring advanced capabilities.

• Utilizes enterprise support technologies.

• Facilitates support of advanced scientific equipment and software.

• Provides first tier computer support, escalating more complex issues to senior technical staff.

• Installs hardware, repairs software, runs diagnostic programs as assigned.

• Performs routine backup of system and data files; performs restores as requested.

• Documents assigned systems and relevant procedures.

• Diagnoses technical problems via discussions with users.

Level Guidelines

• Entry level position acquiring job skills and learning standard operating procedures and policies to complete tasks
• Works under relatively close supervision and receives guidance on new work assignments
• Works on assignments which are routine in nature requiring limited judgment
• Refers difficult or less routine issues to supervisor or higher-level staff for assistance
• May provide guidance to students

Appointment Type:

Regular

Number of Months Employed Per Year:

Time Type:

Full time

Pay Grade:

PS806

Application Instructions:

To apply for this position, please click on “Apply” and complete the Employment Application. Please be prepared to enter or attach the following: 1) Resume/Curriculum Vitae 2) Letter of Application/Cover Letter If you have questions regarding this application process, please email employment@iastate.edu or call 515-294-4800 or Toll Free: 1-877-477-7485. Why Choose ISU? Iowa State Employees enjoy comprehensive health and work-life benefits, including medical and dental; as well as: • Retirement benefits including defined benefit and defined contribution plans • Generous vacation, holiday and sick time and leave plans • Onsite childcare (Ames, Iowa) • Life insurance and long-term disability • Flexible Spending Accounts • Various voluntary benefits and disc