IT Help Desk

Job title: IT Help Desk

About the Role The IT Help Desk student employee will provide front-line IT support for campus programs and help keep the campus IT running smoothly. This role is ideal for students who love IT, solving problems, and serving others, with a preference for Federal Work-Study award recipients.

What You'll Do

• Serve as the first point of contact for the IT department when contacted by phone or in person for assistance or requests.
• Triage and log problems and requests using the ITSM application.
• Receive support, enhancement, and service inquiries; answer common questions/inquiries.
• Escalate specific/complex questions to the appropriate team member within the organization.
• Assist students with installing and troubleshooting computer and software related issues; reset student email and domain account passwords.
• Provide excellent customer service.
• Assist with documenting all standard Service Desk operating procedures and routinely update that documentation as procedures change.
• Consistently follow policies and procedures related to how problems are identified, received, documented, distributed, and corrected.
• Provide support to Desktop Services as needed to move, remove or install equipment throughout the campus.
• Provide support to receive, store and prepare new equipment for installation.
• Keep warehouse, Help Desk and tech benches orderly and safe by keeping area organized and ready for technicians to utilize the space and free from tripping hazards.
• Must be able to lift desktop computers and peripherals as needed to facilitate the work outlined.

What We're Looking For

• Education, Certifications and/or Licenses: None required.
• Experience: Information Technology or Mass Communications; Students that intend to work with the public are preferred, but not required.
• Knowledge, Skills & Abilities: Ability to maintain composure in difficult situations; ability to work well with diverse faculty, staff, and students; basic knowledge of proper customer service; excellent written, oral, and interpersonal communication skills; basic knowledge in using Microsoft Office Suite, particularly Word and Excel; ability to pay attention to accuracy even with many work interruptions; ability to be a self starter who is detail oriented; strong organizational skills with the ability to work independently; ability to maintain confidentiality, while complying with FERPA regulations; ability to adhere to University & departmental policies and procedures; ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to learn new computer software quickly; proven ability to manage multiple tasks, projects and changing priorities; strong dependability – reliable, responsible, and dependable, and fulfilling obligations; ability to maintain a professional appearance and office atmosphere; ability to be proficient with an integrated administrative system and current computer software programs; ability to complete all physical tasks.
• Nice to Have: Federal Work-Study Awarded students preferred.