Description

Teaching and Learning Technologies (TLT) encompasses a team-based work environment in which we support online instruction and learning across the Indiana University (IU) system. The TLT team includes instructional designers, technologists, and developers who collaborate to design, build, and enhance online courses that meet accessibility standards and leverage best practices in instructional design. Team members often work in distributed environments, collaborating across campuses in Bloomington, Indianapolis, and beyond.

Job Summary

• Ensure the stability and security of current teaching and learning tools by following established operational procedures.
• Provide operational support and triage.
• Provide professional and timely technical support, acting as the first point of contact for complex operational issues related to user access, account configuration, and system errors for various IU services.
• Accurately log and categorize issues within our ticketing system, following clear workflow guidelines to escalate or resolve problems efficiently.
• Support the team by updating and maintaining system documentation, standard operating procedures (SOPs), and user-facing knowledge articles.
• Perform routine checks to ensure systems adhere to IU security standards and data privacy protocols, escalating any potential issues immediately to senior staff.

Qualifications

EDUCATION
Required

• Currently enrolled as a student at Indiana University.

WORK EXPERIENCE
Preferred

• Experience using a ticketing system (e.g., ServiceNow, Zendesk, Salesforce).

SKILLS
Required

• Proven ability to adhere to deadlines and scheduled shifts.
• Demonstrated interest in information technology (IT), computer science, informatics, or a related field.
• Proficient written and verbal communication skills for interacting with faculty, staff, and technical partners.
• Ability to interact professionally both in person and in emails.
• Detail-oriented.
• Demonstrated organizational skills.
• Demonstrates a methodical approach to following complex technical instructions and documenting your work.
• Ability to problem solve and quickly learn how to troubleshoot using a structured approach.

Working Conditions / Demands

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Additional Information

We are committed to developing your skills. If you demonstrate a willingness to learn and a high commitment to quality, we encourage you to apply, even if you don't meet every qualification listed. We value multiple perspectives and are ready to invest in your professional growth.
Are you passionate about technology and looking for an on-campus role that directly impacts teaching and learning at Indiana University? Join our collaborative team within University Information Technology Services (UITS), where we support the core tools used by students and faculty every day.
This is a key part-time role designed for a current IU student who is eager to apply classroom knowledge in a real-world enterprise environment. You'll gain valuable, documented experience in enterprise IT support while working with industry-standard technologies like Canvas, Qualtrics, Zoom, Adobe, and Google at IU.
If you're highly organized, enjoy following technical protocols, and want to learn about IT automation, this is the perfect steppingstone.
Ability to come to an IU campus for onboarding and collaboration with the team is preferred.

Work Location

This position is eligible for remote work or to work a hybrid schedule (mix between remote and in-person work), subject to change in the future based on university policy and business needs.

Advertised Salary

$20.00 per hour

Work Hours

Up to 19 hours per week.
Schedule is flexible to ensure you can balance your work with your classes.

Benefits Overview

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

• Comprehensive medical and dental insurance
• Health savings account with generous IU contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance
• Base retirement plan with generous IU contributions, subject to vesting
• Voluntary supplemental retirement plan options
• Tuition subsidy for employees and family members taking IU courses
• 10 paid holidays plus a paid winter break each year
• Generous paid time off plans
• Paid leave for new parents and IU-sponsored volunteer events
• Employee assistance program (EAP)

Learn more about our benefits by reviewing the IU Benefit Programs Brochure .

Job Classification

Career Level: Part Time Employee
FLSA: Nonexempt
Job Function: Part Time Employee
Job Family: Part Time Employee
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 opportunity employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University 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.