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Position Title:Information Technology Support I

Job Group:Professional & Scientific

Required Minimum Qualifications:High School diploma or equivalent

Preferred Qualifications:Experience providing first-tier technical support in a customer service environment

Experience supporting and maintaining computers, printers, peripherals, or AV systems in a workplace or academic setting

Experience documenting troubleshooting steps, support requests, or procedures

Job Description:

Summary

The Iowa State University Library is seeking applications for an Information Technology Support I. This position provides frontline technical support to ensure that library computers, printers, and related equipment remain reliable and available. The role focuses on keeping technology in high-use Library spaces running smoothly, resolving routine issues quickly, and supporting the daily needs of students, faculty, staff, and visitors.

Key responsibilities include:

+ Provide first-tier support for hardware, software, and connectivity issues.

+ Maintain and troubleshoot public and staff computers, printers, scanners, AV systems, and related technology.

+ Staff the Library IT support desk and assist with technology needs for service areas and events.

+ Track equipment records and contribute to documentation, training, and user support resources.

+ Assist with training and supervision of student assistants.

The successful candidate will have a customer-service focus, be skilled in organization and time management, possess the ability to interact effectively with library staff and the university community, and work independently as well as collaboratively in a rapidly changing, team-based environment.

Major Duties:

+ Provide first-tier technical support for hardware, software, operating systems, and applications used by library staff and patrons.

+ Respond to tickets, troubleshoot issues, and escalate complex problems to senior Library IT staff or central IT.

+ Maintain functionality of staff and public computers, printers, and AV equipment, ensuring systems are updated and ready for use.

+ Support technology setups for library events and provide on-site troubleshooting as needed.

+ Assist with basic connectivity requests (e.g., network or phone setup).

+ Maintain accurate records of IT assets, including equipment assignments and location changes; perform audits and surplus processes.

+ Contribute to documentation and user support resources.

+ Assist with training and supervision of student employees.

+ Communicate clearly with staff and patrons regarding ticket status, issue resolution, and service availability.

+ Collaborate with Library IT colleagues and departments to improve services.

Candidates must be legally authorized to work in the U.S. on an on-going basis without sponsorship.

Level Guidelines

• Entry level position acquiring job skills and learning standard operating procedures and policies to complete tasks• Works under relatively close supervision and receives guidance on new work assignments• Works on assignments which are routine in nature requiring limited judgment• Refers difficult or less routine issues to supervisor or higher-level staff for assistance• May provide guidance to students

Appointment Type:Regular

Number of Months Employed Per Year:12 Month Work Period

Time Type:Full time

Pay Grade:PS806

Application Instructions:

To apply for this position, please click on “Apply” and complete the Employment Application. Please be prepared to enter or attach the following:1) Resume/Curriculum Vitae2) Letter of Application/Cover Letter

Applications will be accepted until the position is filled. Please Note: To receive full consideration, applications should be received by September 16, 2025.

If you have questions regarding this application process, please email [email protected] or call 515-294-4800 or Toll Free: 1-877-477-7485.Why Choose ISU?Iowa State Employees enjoy comprehensive health and work-life benefits, including medical and dental; as well as:• Retirement benefits including defined benefit and defined contribution plans• Generous vacation, holiday and sick time and leave plans• Onsite childcare (Ames, Iowa)• Life insurance and long-term disability• Flexible Spending Accounts• Various voluntary benefits and discounts• Employee Assistance Program• Wellbeing program

Original Posting Date: September 9, 2025

Posting Close Date:

Job Requisition Number:R17758

By focusing on the future and providing the best student experience possible, Iowa State University (http://www.iastate.edu/) attracts students and faculty who want to make a difference. With a comprehensive land-grant mission of education, research, extension and outreach, we produce scholars whose ideas change the world. And through Innovate at Iowa State, we provide innovative and entrepreneurial opportunities for students of all backgrounds. Located just 30 minutes north of Des Moines, the city of Ames was recently named one of the Top 10 cities in the U.S. for campus life and career opportunities.

Iowa State University is a welcoming community of students, faculty, and staff. Campus community members have a wide range of backgrounds and experiences and are committed to engaging with each other respectfully as outlined in the university's Principles of Community (https://www.iastate.edu/principles-community) . Iowa State recognizes that diverse intellectual and philosophical perspectives are vital to innovation, critical thinking skills, and a dynamic academic community that fosters the land-grant ideals of putting science, technology, and human creativity to work.

All offers of employment, oral and written, are contingent upon the university’s verification of credentials and other information required by federal and state law, ISU policies/procedures, and may include the completion of a background check and/or a consumer credit check.

Iowa State University does not discriminate on the basis of race, color, age, ethnicity, religion, national origin, pregnancy, sexual orientation, genetic information, sex, marital status, disability, or status as a U.S. Veteran. Inquiries regarding non-discrimination policies may be directed to Office of Equal Opportunity, 2680 Beardshear Hall, 515 Morrill Road, Ames, Iowa 50011, Tel. 515-294-7612, email [email protected].

If you have questions about the application process please email [email protected] or call 515-294-4800 or Toll-Free at 1-877-477-7485. Iowa State University provides reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should email [email protected] or call (515) 294-4800 or Toll-Free: (877) 477-7485. TTY users are welcome to use the Iowa Relay Service number by dialing 7-1-1 or (800) 735-2942.

General ISU compensation information can be found on the University Human Resources (https://www.hr.iastate.edu/careers/compensation) website. Please note that this is only a list of ranges and individuals will be paid commensurate with qualifications.