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Position Title:Information Technology Support II - ISU Book Store

Job Group:Professional & Scientific

Required Minimum Qualifications:High school diploma or equivalent and 2 years of related experience

Preferred Qualifications:Associate’s or Bachelor’s degree in a related field.

Experience in a technical support role.

Experience supervising or mentoring staff or student employees.

Certification in hardware/software repair (e.g., CompTIA A+, Apple, Dell, or similar vendor certifications).

Experience with diagnostic tools, device repair, or technical troubleshooting.

Experience using ticketing systems or inventory management software.

Experience analyzing data (e.g., service records, repair trends, or staffing needs) to recommend process improvements.

Job Description:

Looking for a role that blends technical know-how with consumer interaction? This position offers both—approximately 36 hours per week, with benefits eligibility included!

The Iowa State University Book Store is currently seeking candidates for an Information Technology Support II!

We are seeking a customer-focused and detail-oriented individual to join our Service Center team. In this role, you will lead a team of technicians and provide hands-on support for equipment diagnosis, repair, and testing while delivering exceptional service to customers. You will also help drive sales performance by increasing device throughput, encouraging appointment check-ins, and supporting efficient daily operations. This position is ideal for someone who enjoys both technical problem-solving and customer interaction in a fast-paced, team-oriented environment.

What You'll Do:

+ Supervise daily operations of the University Book Store Service Center and student staff.

+ Provide hands-on technical support for Dell and Apple devices, including diagnostics and repairs.

+ Train staff on repair techniques, safety protocols, and customer service standards.

+ Manage inventory of parts, tools, and service equipment.

+ Respond to technical support requests and troubleshoot hardware/software issues.

+ Collaborate with vendors and university departments to resolve service issues.

+ Maintain and update documentation for systems, procedures, and service records.

+ Analyze service data and prepare reports to improve workflow and customer experience.

+ Maintain relevant technical certifications and stay current with repair tools and techniques.

+ Participate in university-wide support meetings and contribute to process improvements.

The individual will need availability during the below core hours:

Monday – Wednesday: 8:00 a.m. – 5:00 p.m.Saturday: 8:30 a.m. – 5:00 p.m.Sunday: 11:45 a.m. – 4:00 p.m.

The expected number of working hours per week is approximately 36.

(Summer hours may vary from semester hours. Hours are subject to change based on business needs.)

This position is benefits-eligible.

Candidates must be legally authorized to work in the U.S. on an ongoing basis without sponsorship. Immigration sponsorship is not available for this position.

Level Guidelines• Career-level position demonstrating proficiency and knowledge of related competencies• Works under direct to general supervision and may receive guidance on more complex assignments• Follows established procedures for work assignments, and completes assignments which are semi-routine and may be atypical in nature• Applies thorough knowledge to respond to inquiries and requests• Able to resolve most problems and issues and respond to requests without escalation• Provides guidance to students• May provide supervision to one to two other staff or lead a small work team

Appointment Type:Regular

Number of Months Employed Per Year:12 Month Work Period

Time Type:Part time

Pay Grade:PS807

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 LetterIf 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

Original Posting Date: October 8, 2025

Posting Close Date:October 14, 2025

Job Requisition Number:R17911

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.