Graduate Assistant IT User Services (31086)

Ottawa University • Surprise, AZ

14d

About The Position

This Graduate Assistant provides Level 0 technical support remotely and by telephone to Ottawa University users, including staff, faculty, and students, and provides in-person Level 1 support at the designated campus location. The assistant escalates tickets, helps troubleshoot technical and operational issues with full-time IT staff, creates faculty and staff accounts, updates existing employee account details, and works with the user services team to maintain and develop documentation. The role also uses ticket metrics to identify technical issues that may affect multiple systems.

The assistant performs daily checks of classroom technology and video conferencing equipment; monitors equipment needs; supports live events involving audio/visual equipment as needed; and maintains, supports, and inventories equipment at the designated campus location. The position includes attending IT team meetings for observational and educational purposes and representing the IT organization and University professionally. Graduate Assistant appointments include a tuition waiver of 18 credit hours per year for an Ottawa University graduate program, a partial meal allowance, and a bi-weekly living stipend paid over 12 months. Renewal for a second year depends on academic performance and the quality of assigned work.

Requirements

• Earned bachelor's degree.
• Must first be accepted and enrolled in an Ottawa University graduate program to be eligible for a Graduate Assistant appointment.
• Must be eligible to work in the United States and provide proper work-authorization documentation to Human Resources before beginning the assistantship.
• Graduate-program admission requires a minimum 3.0 undergraduate GPA.
• Applicants must submit a completed employment application, cover letter, and resume.
• Graduate-program admission requires an online admissions application, application fee, official undergraduate transcripts, a personal statement regarding career goals, three professional references, and any other items required by the specific academic program.
• International candidates must be able to secure an F-1 student visa and meet international admissions criteria; they are eligible only for the on-campus MBA program.
• Must follow University policies and procedures and manage University and student information confidentially and ethically.
• Must demonstrate professionalism, collaboration, and inclusivity in accordance with University expectations.

Nice To Haves

• Proficient understanding of computer technology.
• Excellent communication skills.
• Basic knowledge of enterprise technical concepts.
• Basic knowledge of audio/visual equipment.
• Superior aptitude in the candidate’s undergraduate field of study.

Responsibilities

• Provide remote and telephone Level 0 support to University staff, faculty, and students.
• Provide in-person Level 1 support at the designated campus location.
• Escalate tickets to appropriate technology groups.
• Assist full-time IT staff with troubleshooting technical and operational issues.
• Create new faculty and staff accounts and change account details for existing employees.
• Observe existing documentation and work with the user services team to modify or create documentation.
• Identify technical issues that may affect multiple systems using ticket metrics.
• Perform daily checks of classroom technology and video conferencing equipment.
• Understand and maintain equipment needs for the designated campus location.
• Support live events involving audio/visual equipment as needed.
• Maintain, support, and inventory equipment at the designated campus location.
• Attend IT team meetings for observational and educational purposes.
• Understand and follow University policies and procedures, using good judgment.
• Represent the IT organization and University professionally to faculty, staff, students, and external vendors.
• Carry out other duties as assigned.

Benefits

• Tuition waiver for 18 credit hours per year in an Ottawa University graduate program.
• Partial meal allowance.
• Bi-weekly living stipend paid over 12 months.
• Possible renewal for a second year based on academic performance and quality of assigned duties.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level