IT Support Analyst

IT Support Analyst

Job no : 494599

Work type : Hourly (Full Time)

Location : Marion, IN

Categories : Information Technology

Job Title : IT Support Analyst

Reporting Relationship : Assistant Director of IT Support & Consultation

Unit : Central Administration

Department : IT Support - Central Administration

Campus Location : Maxwell Center, Marion, IN

Summary of Position : The IT Support Analyst is responsible for providing advanced technical and computer support for students and employees of Indiana Wesleyan University. Support is provided via multiple modalities : face-to-face in office, face-to-face in the field, phone / voicemail, and email. This position is expected to troubleshoot and document fixes for all incidents escalated to this team. IT Support Analysts are the primary escalation point for the student-staffed IT Support Representatives. Analysts are expected to aid in the development of standard operating procedures to empower the IT Support Representatives to resolve issues on first contact.

Duties and Responsibilities

• Troubleshoot advanced technical problems using a variety of tools
• Provide exceptional customer service while communicating with customers through phone, voicemail, email and in-person
• Document all work and interactions using IT Service Management software
• Actively participate in knowledge management through maintaining and creating knowledge base articles
• Assist in the delivery and setup of computer equipment and moves
• Identify large-scale problems by spotting patterns in reported incidents
• Assist in supervising student workers and provide guidance when needed

Qualifications : According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.

Education

Experience

Required Skills

IWU Kingdom Diversity Statement

IWU, in covenant with God's reconciling work and in accordance with the Biblical principles of our historic Wesleyan tradition, commits to build a community that reflects Kingdom diversity. We will foster an intentional environment for living, teaching and learning, which exhibits honor, respect, and dignity. Acknowledging visible or invisible differences, our community authentically values each member's earthly and eternal worth. We refute ignorance and isolation and embrace deliberate and courageous engagement that exhibits Christ's commandment to love all humankind.

LIMITATIONS AND DISCLAIMER

As a religious educational institution operating under the auspices of The Wesleyan Church, Indiana Wesleyan University is permitted and reserves the right to prefer employees on the basis of religion (42 U.S.C., Sections 2000e-1 and 2000e-2).

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Advertised : 05 Aug 2025 US Eastern Daylight Time

Applications close : 30 Nov 2025 US Eastern Standard Time

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