Information Technology Support I/II

Iowa State University is seeking an Information Technology Support I/II to provide on-site IT support within the College of Health and Human Sciences. Responsibilities include troubleshooting hardware and software issues, managing trouble tickets, and assisting with technical documentation. Candidates should have a high school diploma, relevant IT experience, and strong problem-solving skills. This is a full-time position based in Ames, IA, with a focus on supporting teaching and research.
Position Title:
Information Technology Support I/II

Job Group:
Professional & Scientific

Required Minimum Qualifications:
High School diploma or equivalent

Preferred Qualifications:
Associate’s or Bachelor’s degree in a related field
Experience with IT end-user support in a service-oriented organization
Experience with managing Microsoft operating systems
Experience with managing Apple products
Experience with Android phones
Experience with endpoint management systems such as Intune, MECM, or Jamf
Experience with Active Directory and Group Policy
Experience managing trouble tickets in a ticket system
Supervisory experience
Experience supporting audio/visual systems or equipment is a plus

Job Description:

Are you driven by problem-solving and excited to help others succeed through technology?

If you're looking to join a collaborative IT team that directly supports teaching, research, and service at Iowa State University, consider this opportunity with Information Technology Services (ITS) as an Information Technology Support I or II in the College of Health and Human Sciences (CHHS). In this position, you will deliver a customer success infrastructure that provides successful technical support to CHHS and the Iowa State community.

In this role, you will be working in a technical environment primarily supporting the IT needs of one or more departments within CHHS. This will involve answering questions and providing on-site support to promote quick and accurate resolutions, recommending hardware, updating software, managing inventory, planning upgrades, writing technical documentation, and performing special projects when needed.

The position will respond to IT-related equipment issues and ensure quality customer interactions with students and staff.

CHHS IT is committed to providing its faculty and staff access to the computers, devices, and storage needed to fulfill our mission in teaching, research, and service to the best of their abilities. The CHHS IT team provides IT services for all departments, programs, and researchers within the College of Health and Human Sciences.

The candidate will:
• Provide technical support and troubleshooting for various hardware, software, operating systems, equipment, and applications.
• Respond to trouble tickets and help requests.
• Install hardware, repair software, and run diagnostic programs.
• Prepare and update documentation.
• Diagnose and track technical problems via user discussions, using Service Now ticketing system.
• Consult and submit requests for the purchase of hardware or other equipment.
• May refer complex or advanced issues to senior or centralized staff.
• May train or oversee student employees.

Additional Information:
• Position Type : Full-time, Professional and Scientific.
• Location : On-site at Mackay Hall at Iowa State University, Ames, Iowa.
• Residency Requirement : Candidates must be legally authorized to work in the U.S. on an ongoing basis without sponsorship.

About ITS at Iowa State:

Information Technology Services (ITS) at Iowa State University is a dynamic and collaborative team dedicated to delivering innovative, secure, and reliable technology solutions that empower students, faculty, and staff. From supporting daily IT operations to implementing large-scale systems like Workday, ITS helps Iowa State advance its academic and research missions. Learn more at https://www.it.iastate.edu.

What We Offer – Exceptional Benefits

Working at Iowa State University means you’ll enjoy a comprehensive benefits package designed to support your wellbeing and career:
• Work/Life Balance : Iowa State University was voted Best Place for Working Parents 2025 !
• Generous Vacation and Sick Leave – 24 vacation days, 18 sick days, and 11 paid holidays.
• Excellent Health Insurance Options – including dental and vision coverage.
• Retirement Plans with Employer Contributions – choose from multiple plans to secure your future.
• Tuition Reimbursement and Professional Development Support – grow with us!
• Wellness Programs and Work-Life Resources – including mental health and counseling support.

Explore Iowa State’s Benefits: https://www.hr.iastate.edu/benefits

ITS I : Minimum requirements: High school diploma or equivalent

Information Technology Support I - Provides routine technical support and troubleshooting to users covering various hardware and software. Acts as a resource and provides information to users utilizing specialized knowledge. May act as the first tier of support. This is P-level 806.

ITS II: Minimum requirements: High school diploma or equivalent, 2 years of experience

Information Technology Support II – Provides technical support and troubleshooting to users covering a broad variety of hardware and software. Acts as a resource and provide information to users utilizing specialized knowledge. May act as the first or second tier support. This is P-level 807.

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 Vitae
2) Letter of Application/Cover Letter

If you have questions regarding this application process, please email employment@iastate.edu 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:
May 6, 2025

Posting Close Date:
May 12, 2025

Job Requisition Number:
R16979