Job Description

About this Opportunity
Unified Technology Support (UTS), a division of Information Technology at Ball State University, is seeking an IT Support & Hardware Repair Analyst with customer service skills and a strong background of technical expertise in troubleshooting and resolving hardware and desktop support issues across both Windows and Apple devices. The person filling this role should expect to maintain current vendor-required certifications to perform warranty and non-warranty hardware repair. Additionally, this role will resolve technical, informational, and policy-related issues. The person filling this role should expect to support a wide range of campus technologies and equipment in addition to spending time supporting the Technology HelpDesk and Hardware Repair teams.
Our Statement on Inclusiveness
At Ball State University, inclusiveness is one of the enduring values and informs all of our work. We define ‘inclusiveness’ as a commitment ‘to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.’ As such, this value incorporates a commitment to inclusive excellence and freedom of expression.
Benefits and Community

Ball State University offers an excellent benefits package for eligible positions. Click here to explore options.


Affordable Healthcare

Retirement

Tuition Remission (For eligible employees, their dependents, and spouse)

Paid Parental Leave

Professional Development

Live Near Your Work - If you are considering living near the Ball State area, please visit the following link to learn more about relocation and living in east central Indiana: https://www.bsu.edu/about/live-near-your-work
FLSA Computer Professional Exemption
Hrs/Week 40
Length of Assignment Full-Time At-Will
Position Function
Leverage specialized knowledge, certifications, and skills to provide hardware support and repairs for PCs, printers, and other university-owned hardware. Investigate and resolve hardware and software-related networking issues, compatibility challenges, defects, product testing, and benchmarking. Setup and install computer systems and peripherals, advise university clients on optimal solutions, and recommend inventory purchases. Support managing loaner devices, provide students with consultations, minor upgrades, and warranty/non-warranty repairs, and help train student employees. Utilize technical expertise, project management, and customer service skills to offer technology consultation and support to Ball State students, faculty, and staff. Support the Technology HelpDesk through calls and online chats, and collaborate on Unified Technology Support projects, including computer and mobile device setup, networking connectivity, and software application use.

Minimum Education
1. Bachelor’s degree from an accredited college or university by the date of appointment.
OR
2. Associate’s degree plus an additional combination of education or experience in IT equivalent to two years.
OR
3. High school diploma or GED plus an additional combination of education or experience in IT equivalent to four years.
Minimum Experience
At least two years of experience working supporting desktop computers, laptops, mobile devices, networks, and software applications with an emphasis on troubleshooting and system maintenance; working knowledge of macOS and Windows operating systems, customer service experience.
Minimum Other
Excellent oral and written communication skills; exceptional customer services skills; strong analytical and problem-solving skills; strong organizational skills.
Authorization to work in the US Candidates for searches must have current authorization to be employed in the U.S. without employer sponsorship.
Preferred Education
Bachelor’s or master’s degree in computer technology, information systems, computer science or related area.
Preferred Experience
Additional years of technology support experience; experience with remote assist technology; experience with Mobile Device Management (MDM) systems; supervisory experience.

Preferred Other
Pre-Employment Screening Requires successful completion of a background check.
Position Title(s) Supervised
Student employees.

Required Certifications
EEO Statement
Ball State University is an Equal Opportunity/Affirmative Action employer that is strongly and actively committed to diversity within its community. Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status or any other legally protected status.
About Ball State University
Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 20,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 270+ undergraduate and graduate programs. Many of our master’s, doctoral, certificate, and specialist degrees rank among the best in the nation. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world.