Job Description

Job Summary
- Primary responsibility is user support and customer service
- Be present and visible in the Laboratory schools and available to users requiring technical assistance
- Respond to questions from customers; remotely assist faculty, faculty associates, staff, and students with technology incidents and requests
- Learn fundamental operations of commonly used software, hardware, and other equipment
- Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using ticket tracking software
- Accurately assign, manage, track, update, and retire IT Inventory Assets
- Attend all Help Desk training sessions when provided
- Become familiar with available support resources; stay up-to-date on campus technology changes or incidents
- Become familiar with technology policies, services, and staff
- Elevate tickets to appropriate technology support staff as necessary
- Maintain reasonable discipline and decorum in the Help Desk
- Other duties as assigned by technology support staff, as appropriate

Additional Information
Student employees are eligible to participate in the University’s 403(b) Plan. More information can be found here.

Pay Rate
$17/hour

Required Qualifications
- Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
- Ability to provide technical support either remotely or in person with a professional demeanor; previous customer service experience strongly desired
- Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it
- Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
- Creativity; ability to think around problems and come up with creative solutions is helpful
- Ability to work responsibly with or without direct supervision
- Working knowledge of common operating systems (Windows 10, macOS, and iOS)
- Strong research skills
- Strong organizational skills

Preferred Qualifications
- Experience in a leadership/mentor role
- Experience or interest in any of the following:
1. Microsoft Windows 11
2. macOS Ventura, Sonoma, and/or Sequoia
3. Microsoft Office 365
4. Active Directory
5. SCCM, Intune, Jamf, or other Mobile Device Management (MDM) platforms
6. Scripting/Programming languages such as PowerShell and/or Bash/zsh
7. ServiceNow or other ITSM applications

Work Hours
15-25 horus per week. Hours will be between 7:30 am and 5:00 pm

Functional Expectations
Must be able to complete the following with or without reasonable a accommodation:

- Remain at a workstation for extended periods
- Distinguish colors on a monitor
- Move about in various locations across campus as needed to complete day-to-work
- Distinguish color codes and wires
- Effectively communicate on a daily basis

Proposed Starting Date
January 2026

Required Applicant Documents
Resume, Cover Letter and Work Availability

Please Note: These documents are required to be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Contact Information for Applicants
Jordan Harrison [email protected]

Important Information for Applicants
This position is subject to a criminal background investigation and if applicable, an employment history review, based on University Policy 3.1.30 and any offer of employment is contingent upon you passing a satisfactory criminal background investigation and/or an employment history review. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.