University of Connecticut University of UC Title Fallback Connecticut

Information Technology 314

STUDENT IT HELP CENTER SPECIALIST

Works within an IT Service Center to provide technical support to end users in person, by phone, or by email. May be required to:

  • Manage “crisis escalation” and assist clients with a variety of problems in applications including email, PeopleSoft, NetID, and wireless systems utilizing standard procedures and resources
  • Answer phones and email in a call center and directing issues to appropriate parties if problems cannot be resolved
  • Log calls/emails and summarize IT problems/issues
  • Develop training and documentation to assist users in technology use
  • Reset passwords and network configurations
  • Install and set up supported applications
  • Test and/or implement program modules
  • Check network connectivity
  • Install, test, and maintain hardware and software
  • Secure work environment and equipment
  • Perform data entry, record keeping and other administrative tasks
  • Participate in training sessions and staff meetings
  • Assist in training of other student employees
  • Complete miscellaneous duties as required

Requirements:

  • Previous experience in information technology and in working with an IT problem management system
  • PC technical skills to diagnose software and hardware problems independently
  • Ability to operate a computer and phone
  • Ability to go to user location for installation and repair
  • Advanced knowledge of Windows applications, University systems and other supported applications including email clients and protocols
  • Ability to utilize browser and network utilities
  • Macintosh and Unix/Linux systems knowledge a plus
  • Aptitude for work in fast-paced environment
  • Sound judgment to prioritize issues
  • Customer service and communication skills, including the ability to translate technical terms into non-technical language
  • Ability to work in team environment
  • Ability to work with minimal supervision
  • May need to lift approximately 25 lbs.