Service Desk Shift Lead

Indiana University
September 9, 2020
Indianapolis, IN
Job Type




Job Summary

Provides support to the Global Research Network Operations Center's (GRNOC) daily shift operations with primary responsibility requiring high level network monitoring, problem analysis, tracking, and resolution, with strong customer service skills. Helps lead and assist General Support Technicians with diagnosing problems and taking appropriate corrective action for networks including IU campus and statewide networks, and other IU supported national and international research and education networks.

Maintains a thorough knowledge of all networks in general. Reviews technical documents. Prepares, updates, and maintains network documentation. Assists in the development of other Service Desk support staff for all networks.

Note: Federal background checks and/or non-disclosure agreements on behalf of the GlobalNOC's customer base may be required to fulfill employment requirements.

Required Qualifications

High school diploma or GED with two years of post-secondary education and one year of experience in the areas of network and computer operations, customer service and support, or telecommunications.

Combinations of education and related experience may be considered.

Knowledge of current operating systems and desktop software. Good communication skills including the ability to exchange information with a wide diversity of individuals, and through a variety of mediums. Demonstrated problem solving and analytical skills.

Preferred Qualifications

Demonstrated knowledge of local and wide area networks.

Working Conditions / Demands

Mental demands including reading (documents or instruments), detailed work, problem solving, language, stress, training, math, reasoning, verbal and written communications, customer contact, multiple concurrent tasks, constant interruptions.

Physical demands including punctuality, attendance, talking, hearing, seeing, writing, remaining stationary (particularly for long periods of time), and keyboarding (particularly for long periods of time). Bending at the waist, kneeling, cleaning, climbing, balancing, lifting, carrying, pushing, pulling, reaching, twisting, squatting, driving, handling, and walking. Physical strength to push and lift 35 pounds.

Work Location

Bloomington, Indiana OR Indianapolis, Indiana

Job Classification

Salary Plan: TE

Salary Grade: 08

FLSA: Nonexempt

Job Function: Information Technology

Posting Disclaimer

Due to the COVID-19 pandemic, there may be differences in the working conditions as advertised in our standard job postings (e.g., the ability to travel from one campus to another, etc.). If you are invited for an interview, please discuss your questions or concerns regarding the working conditions at that time.

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 without regard to 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 [Click Here to Email Your Resumé] or by visiting IUPD.

Contact Us

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Telephone: 812-856-1234

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