Information Technologies - Service Desk Support Assistant

Job Title: Service Desk Support Assistant

Department: Information Technologies

Supervisor: Dr. Yixin Lu

Starting Rate of Pay: $8.50

Length of Time: Eligible for rehire on a semester basis.

Department Description

The User Support Services sector of the Office of Information Technology oversees campus classrooms, business centers, labs, and dorms, as well as many other areas of campus life. We provide customer service to troubleshoot and repair any student, faculty, or staff issues with technology. As a student employee, you will receive self-guided and mentored experiential learning in relation to multiple technologies.

Job Description

The Service Desk Support Assistant is an undergraduate student, with the responsibility of performing various tasks to assist the Office of Information Technology at the Service Desk as well as across campus. The primary goal is to provide high quality service, to ensure we assist each faculty, staff or student to our best ability.  It is essential that this person be a self-starter and able to work both in a team environment and independently. The Service Desk Support Assistant must consistently display good judgment and have effective interpersonal communications.

Job Location/ Hours Required

The candidate will perform most/all job duties in Norcross Graduate School at the IT Service Desk. Hours may vary depending on the job requirements; however, the total number of hours a student employee may work per week is 20 hours. This position requires up to 20 hours per week.

Responsibilities:

• Answer Service Desk phone lines
• Log each call into ServiceNow Ticketing System
• Troubleshoot and/or research problems
• Resolve call(s) and close in ServiceNow

Or Assign to Service Desk Queue

• Process ALL paper forms, e-mails and voicemails as assigned
• Attend Service Desk Student meetings
• Assist in hardware, software troubleshooting and repair
• Troubleshoot and repair classroom technology
• Assist and remedy cable issues
• Deliver and install supplies across campus
• Other duties as assigned

Required Qualifications:

Applicants that have some previous experience with multiple forms of technology including computers, tablets, telephones, and printers is preferred. Candidates must also have and maintain a minimum 3.0 GPA. All applicants should be able to perform self-guided duties as well as be an independent learner.  Strong problem-solving skills are a must for candidates.