ITS CLIENT SERVICES - Stu-Tech/Para Reg ITS Helpdesk

Job Classification

  Student-Regular

Position summary

The Student Help Desk Technician is primarily responsible for assisting people (via phone, email, or in person) who are experiencing technical difficulties with the use of any °®¶¹´«Ã½-related IT applications, resources and services and ensures that an effective solution is provided to the customer.



The preferred candidate will be in a computer-related field of study and will be available for at least three semesters.

Applicants must be currently enrolled students of °®¶¹´«Ã½.

Please note that ITS does not provide sponsorships. All applicants must be authorized to work in the United States.

Qualifications summary

• Must have a good written and oral command of the English language in order to provide effective phone, desk-side, and email support.


• Ability to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in an approachable, non-condescending manner.


• Detail Oriented.


• Excellent interpersonal skills.


• Ability to handle confidential information in an appropriate manner.


• Ability to handle customer interactions with diplomacy and tact.

Duties and responsibilities

• Effectively, professionally and respectfully represent the Information Technology Services members, staff, teams and their services to all customers.


• Provide basic technical support by responding to incoming queries and issues, either by telephone, email, or in-person "walk-in" appointments.


• Escalate calls by creating tickets to specialized technical support teams as needed.


• Utilize ITS online tools and utilities to track incidents, troubleshoot technical issues as well as confirm identity of callers.


• Perform on-site service calls to diagnose and correct hardware or network related issues when necessary.


• May be assigned other duties by supervisor.

Supervisory responsibilities

N/A

Qualifications

• Experience in computer hardware, software and network troubleshooting, or equivalent training and/or education is necessary.  Customer service training and/or experience is beneficial.


• Ability to work independently with minimal supervision.  Although there are sometimes problem-solving guidelines for particular problems, there are no existing procedures or instructions for those problems. The incumbent may be on their own in solving problems and determining satisfactory solutions.


• Good work habits under pressure.


• Ability to research, learn quickly, and adapt to change.


• Ability to work in team-oriented environment.

Technical competencies

N/A

Interpersonal interactions

• Must be comfortable interacting with students, faculty, and staff from varying parts of the campus over the phone, via email, and in person.


• Must be comfortable working in a team.

Physical demands

• Ability to use a keyboard to enter and retrieve data.


• Ablility to view computer monitor for entire shift (up to 4 hours typically).


• Be able to lift and/or carry up to 25 lbs.


• Be able to push and pull carts/ dollies if necessary.

Work environment

• Must be able to withstand frequent interruptions.


• Noise level is usually quiet but can get very loud at times.