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.