Information Technologies - IT Service Center Support Assistant

Job Title: IT Service Center Support Assistant

Department: Information Technologies

Supervisor: Dr. Yixin Lu

Starting Rate of Pay: $9.00

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

Department Description

The IT Service Center, a part of the Office of Information Technology,  supports campus classrooms, business centers, labs, and dorms, as well as many other areas across campus. We provide customer-focused technical support to students, faculty, and staff, helping resolve a wide range of technology-related issues, and provide technological device service.  As a student employee, you will gain hands-on experience with multiple technologies through both self-guided learning and mentorship from IT professionals.

Job Description

The IT Service Center Support Assistant is an undergraduate student responsible for assisting the Office of Information Technology with daily operations in the IT Service Center. The primary goal of the position is to deliver high-quality service and ensure that every student, faculty, and staff member receives professional, timely, and effective technical support. The role requires a self-starter who is comfortable working in both team-based and independent environments. Strong judgment, professionalism,  and excellent interpersonal communications skills are essential.

Job Location/ Hours Required

The candidate will perform most/all job duties in IT Service Center at Wilson Hall. 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 incoming calls to the Service Center
• Support walk-in
• Process all paper forms, e-mails and voicemails as assigned
• Log details in the ServiceNow Ticketing System
• Troubleshoot and research problems
• Communicate and resolve issues at a timely manner.
• Redirect and/or escalate issues to other teams in the OIT
• Assist in hardware, software troubleshooting
• Troubleshoot and repair classroom technology
• Attend Service Center Student meetings
• 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.