ITS Help Desk Student Representative

Description

The ITS Help Desk Student Representative's primary job functions will be performed in the ITS Help Desk, 311 Call Center, and PLV Campus Computer Resource Center / Walk-In Center and will involve providing great customer service and technical support to end-users, as well as performing other office and administrative functions in order to maintain all computer lab/classroom operations and related equipment.

Responsibilities will include but are not limited to the following:

- providing professional and courteous customer service via phone, in-person (Walk-In Center), chat, or email
- greeting visitors and taking detailed messages for staff follow-up as needed
- creating accurate Help Desk support tickets and directing them to the appropriate area for investigation and resolution
- tracking ticket status, updating tickets, and performing other related ticket management tasks including triaging tickets and calls to the correct University Departments.
- assisting users with Pace account activation, password resets, multifactor authentication, and wireless connectivity issues
- assisting users with their Pharos printer login and other printing issues
- troubleshooting issues with Pace Portal, Brightspace/Classes LMS and Email accounts
- using remote support tools to troubleshoot issues for on-campus and off-campus users
- performing virus scans and virus removal using free and licensed virus removal tools
- troubleshooting hardware and software problems on PCs and Macs (both desktop and laptop), as well as other computer peripherals and mobile devices
- create and maintain technical and self-help documentation
- researching clients issues to provide solution
- performing miscellaneous clerical duties and providing administrative support to the department

- helping to maintain all department areas clean and organized, including the Help Desk, 311 Call Center, CRC Labs and classrooms
- replacing printer toner cartridges and printer paper, assisting users with printing services
- opening and closing computer classrooms for faculty and staff before and after scheduled use
- assisting and completing other projects and/or tasks as assigned

Responsibilities may be added or changed as necessary.

Note: Some heavy lifting may be required.

Requirements

Student must possess general computing skills, basic troubleshooting methodology, proficiency in the Microsoft Office Suite, Microsoft Windows and Mac O/S, strong communication and customer service ethic/skills, and the ability to act efficiently, independently or unsupervised in a busy work environment. In addition to the above requirements, student must also handle confidential information in a discreet manner and must display strong leadership skills and dependability, as well as making independent decisions to resolve user or student worker issues while maintaining department policies.

Exact schedule to be determined with supervisor; no more than 20 hours per week when school is in session and no more than 35 hours per week during breaks

Days/Hours Worked:
Fall/Spring Semester: Hours vary Monday-Thursday 8am-7pm, Friday 8am-6pm, Saturday 12pm-4pm
Summer I & II Semesters: Hours vary Monday-Friday 9am-5pm
Interim/Break: Hours vary Monday-Friday 9am-5pm