IT Service Desk Assistant (Student)

Position Title:
IT Service Desk Assistant (Student)

Position Responsibilities:
Consults with clients regarding computer hardware and software application use and makes independent decisions within an identified range of responsibility. Fields and documents client service requests to assist with efficient and effective issues resolution. Fields IT Service Desk client phone calls to ensure that person-to-person contact is made in as many cases as possible. Enhances client service response time, especially associated with field work, through assignment to service tickets reviewed and managed by the IT Service Desk staff. Performs status checks of work in-progress with support partners. Assists in the development of IT Service Desk instructional documentation. Performs follow-up, data backup and other duties as assigned by IT Service Desk staff

Minimum Requirements:

  • Working knowledge of personal computer software applications, computer hardware knowledge a plus.
  • Good problem-solving and analytical abilities
  • Good communication skills
  • Attendance and punctuality are essential
  • Adherence to all University and Information Technology Services computer utilization policies and procedures
  • Ability to work independently
  • Ability to correctly listen, understand, and follow dialogue and directions
  • Dependability, enthusiasm and creativity

Work hours are prepared around the student's class schedule and department hours/needs.

  • 7:00 am - 9:00 pm during Fall and Spring semesters
  • 7:00 am to 5:00 pm during Summer semesters and breaks
  • Schedules are set at the beginning of each semester but are subject to change.
  • Working during finals and breaks is not mandatory.

Schedules for finals and breaks are prepared to meet departmental needs and student availability.

Reports to: Manager, IT Service Desk & Training

Salary: Student Wage – Level 1

Version: 20190305