Information Technology 314


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


  • 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.