Specialized Support Technician, Staff Training (Network Ops & Control Technician)

At University Information Technology Services (UITS) we provide the technology, tools, and services you need to succeed. UITS supports IU's vision for excellence in research, teaching, outreach, and lifelong learning. We ensure a workplace that encourages growth, flexibility, and creativity, as well as a culture that champions inclusion, diversity, and overall employee well-being through programs supported university wide. As an Equal Opportunity Employer, we believe in each person's potential, and we'll help you reach yours.

Established in 1998 at Indiana University, the GlobalNOC's mission is to advance the future of research, education, and the public interest through the support and evolution of networks. With our staff of 120 plus, we provide comprehensive contracted network management services to over 20 large-scale networks. As part of Indiana University, we operate as a non-profit; we focus on developing great technical staff, and providing excellent service to our clients.

Why work here?

• Make a difference. Our networks are all higher education, research, and public service oriented, and we're enthusiastic about the missions of our clients. Each of us is curious and motivated to master the skills that will help our clients, our community, our world, and ourselves.
• Grow your skills and career. With the 20 plus networks we operate and manage, and the size and diversity of our client networks, you won't be pigeon-holed doing just one thing. Taking time to investigate, read, or study new things isn't just ok, it's required and supported.
• Enjoy the life-friendly moderate cost of living of the Midwest, or work remotely . In Indiana, we have 2 locations; Do you like the intellectually stimulating environment of university town? Bloomington might be for you. Prefer to enjoy life in the big city? We have a location in downtown Indianapolis. We also support fully remote engineers under the right circumstances, and mixes of in-office and WFH. Applicants located in Alaska would be especially welcomed (fully remote).
• Our people and attitude. GlobalNOC is non-profit, and is committed to a culture of positive work/life balance, diversity, and open information sharing. We value an exploring mindset and seek ways to learn more and deepen our expertise, sharing with our clients and each other. We have frequent internal seminars, as well as funds to attend training, conferences, and certifications. And yes, people here really are super-friendly.

Job Summary

The Service Desk operates 24 hours per day, 7 days per week, 365 days per year.

Department-Specific Responsibilities

• Manages operational availability of network tools and related systems by utilizing technical expertise, offering specialized customer service, diagnosing escalated issues, tracking relevant information, pursuing corrective action, and reaching resolutions.
• Ensures that appropriate resources are available to meet or exceed customer obligations as it relates to operational response times.
• Provides development and training to staff on assigned shifts.
• Provides new employee training
• Develops and maintains a continual education program for ensuring service desk staff continually meet the expectations of their supported networks; Coordinates with next-level leaders to regularly review the requirements and expectations of the team.
• Coordinates with internal service desk leaders (such as supervisors, shift leads, custodians, and other specialized support technicians) to develop and maintain specialized training programs for the support of the GlobalNOC service desk's supported networks.
• Helps develop and build the training program, but is not expected to be an expert on specialized training nor are they expected to provide the training, unless otherwise noted.
• Maintains general service desk process, procedure, and other documentation, as requested by next-level leaders.

General Responsibilities

• Serves as the primary liaison between service desk and key stakeholders by supporting customers, vendors, and internal/external engineering groups.
• Assists leadership in creating, documenting and maintaining network specific policies; supports processes and procedures that allow staff to systematically meet customer requirements/expectations.
• Trains junior staff to execute processes/procedures and make informed network specific decisions absent defined procedures.
• Works with leadership to determine appropriate set of metrics to measure service desk performance against customer requirements/expectations; reports and shares metrics with appropriate stakeholders.
• Provides secondary front line support for network service desk operations.
• Ensures that resources continue to meet evolving customer needs and customer support is operating as efficiently as possible.

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED)

WORK EXPERIENCE

Required

• 4 years in related technical area

SKILLS

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrated time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Highly thorough and dependable
• Possesses a high degree of initiative
• Ability to build strong customer relationships

Working Conditions / Demands

This position requires the ability to communicate effectively and to operate computers and other related technical equipment. The role is required to maintain and interact with computers and frequently move objects weighing up to 50 pounds. The person in this role must be able to perform the essential functions with or without an accommodation.

Some nights, weekends, and holidays may also be required.

Work Location

Indianapolis, Indiana or Bloomington, Indiana

Work Hours

Work schedules and locations may be shifted to meet the requirements of training needs.

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure .

Job Classification

Career Level: Mastery

FLSA: Nonexempt

Job Function: Information Technology

Job Family: Network Admin, Analysis, & Eng

Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information .

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online . You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

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