Senior IT Support Technologist

Ball State University

Muncie, IN

ID: 7108109 (Ref.No. BSU32751)
Posted: August 15, 2022
Application Deadline: Open Until Filled

Job Description

Provide leadership, management, and advanced technical expertise within the UTS Tech Center as part of the Technology HelpDesk/Desktop Support team; serve as instructional and problem-solving resource for the IT Support Technologists, HelpDesk Staff, and other full-time and student employees that work within UTS; advise and support faculty, students, and staff in their effort to resolve a variety of technical, informational and policy-related issues; monitor issues and escalate items to UTS management when appropriate and insure appropriate solutions and other technical services are available.

Unified Technology Support (UTS), a division of Information Technology at Ball State University, is seeking a Senior IT Support Technologist with leadership skills and a strong background providing advanced technical support for technology resources including computers, mobile devices, networks, and software applications with an emphasis on troubleshooting, maintenance, and system integration. Experience working in a customer service environment with a focus on technical support is also required. This position will have direct supervisory responsibility for a Technology Coordinator and will provide technical support for the Ball State community and Burris Laboratory School (K-12).

Job Function:

Provide leadership, management, and advanced technical expertise within the UTS Tech Center as part of the Technology HelpDesk/Desktop Support team; serve as instructional and problem-solving resource for the IT Support Technologists, HelpDesk Staff, and other full-time and student employees that work within UTS; advise and support faculty, students, and staff in their effort to resolve a variety of technical, informational and policy-related issues; monitor issues and escalate items to UTS management when appropriate and insure appropriate solutions and other technical services are available.

Minimum Education:

Bachelor's degree.

Preferred Education:

Bachelor’s or master’s degree in computer science, MIS, computer technology, or related field.

Minimum Experience:

At least five years of experience working in Information Technology Desktop Support providing technical support for technology resources including microcomputers, networks, and software applications with an emphasis on troubleshooting, maintenance, and system integration; knowledge of remote access applications; experience in an academic environment or comparable setting with knowledge of business operations; at least three years of experience working in a customer service environment with a focus on technical support and/or HelpDesk environment; training/instructional experience.

Preferred Experience:

Advanced technology support experience and networking knowledge; additional years of experience working in a help desk or microcomputer support environment; supervisory experience; professional documentation experience.

Duties and Responsibilities:

  • Provide advanced technical support up to the highest level of University faculty and staff, including President’s Office, Provost’s Office, and other senior level administration; troubleshoot and resolve technical issues via phone, email, remote support software, and in-person; must distinguish between hardware and software issues; diagnose and correct network configuration issues; troubleshoot and correct operating system and application software problems; resolve e-mail account related issues; assist with printers and mobile devices; conduct impromptu training sessions for technologies used on campus.
  • Act as a mentor and resource to IT Support Technologists, HelpDesk staff, and student employees. Provide additional training and support as needed.
  • Track all client interactions or contacts; interact with technical staff to analyze trends in technology related issues and assist in the resolution of client issues; provide information to clients who do not know where to get assistance, and work with other offices to resolve the issue or get the client to the right person; take appropriate action to ensure effective and efficient solutions for all clients; monitor and test fixes to ensure problems have been adequately resolved.
  • Serve as Tier 3 support to resolve issues escalated by other Desktop Support and HelpDesk staff, UTS student employees and other university employees that provide technical support who were not able to resolve the issue; provide extensive technical knowledge, troubleshooting, and customer service support to advise and assist other members of the HelpDesk/Desktop Support team.
  • Support the organization, configuration, and rollout of new devices during deployment lifecycle including the management and organization of College Plan equipment; including but not limited to tracking equipment received by UTS, imaging and configuring devices for clients; ensuring equipment is properly configured per UTS and IT Security standards and procedures; assist with the organization of the deployment of equipment to departments and/or end users.
  • Provide technology support for departmental labs and classrooms as required; includes design, evaluation, modification of computer set-ups, system analysis, critical system recommendations, as well as build, test, and deploy images to Mac and Windows computers.
  • Provide instructional technology support for university faculty labs and classrooms to support their academic mission and address principal computing operations; encompasses design, evaluation, modification of computer set-ups, system analysis, critical system recommendations, as well as build, test, and deploy images to Mac and Windows computers.
  • Support the Assistant Director of UTS with developing and specifying policies and procedures for the implementation and use of local area networks, microcomputers and their interconnections; develop and specify policies and procedures, design information guides; serve as primary back-up for Desktop or other technologists.
  • Provide system administration for campus systems and web applications used within Information Technology and the campus community.
  • Research and evaluate emerging computer technologies; maintain an advanced level of technical knowledge and skills for current and evolving technologies pertaining to personal computers, software architecture, hardware, computer networking and troubleshooting methodologies.
  • Consult with university personnel to investigate, evaluate, recommend and specify purchases and configurations for microcomputers, mobile devices, peripheral equipment, and local area network installations for university departments.
  • Interview, hire, supervise and train student employees that work at the HelpDesk/Desktop Support; assign workflow to student consultants.
  • Participate in special projects that include, but are not limited to, conducting training sessions, coaching and mentoring UTS Tech Center staff and departmental technical support staff, and assisting with product implementation, testing and upgrades.
  • For direct reports, assign and review work, orient and train, and make decisions in all areas related to supervision, including but not limited to interviewing and selection, compensation, discipline, performance appraisal, and training and career development of personnel.
  • Perform other related duties as assigned.


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.