Graduate Assistant IT User Services
About The Position
This Graduate Assistant provides Level 0 remote and telephone technical support to Ottawa University users, including staff, faculty, and students, and Level 1 in-person support at the designated campus location. The assistant escalates tickets to appropriate technology groups, helps troubleshoot technical and operational issues alongside full-time IT staff, and assists with user account creation and updates. The role also includes observing and helping maintain user-services documentation, identifying technical issues that may affect multiple systems based on ticket metrics, and conducting daily checks of classroom technology and video conferencing equipment. The assistant maintains and inventories campus equipment, supports live events involving audio/visual equipment as needed, and helps determine equipment needs for the designated location. The role includes attending IT team meetings for observational and educational purposes and representing the University and its IT organization professionally. Other duties may be assigned. Graduate assistants must be accepted and enrolled in an Ottawa University graduate program and eligible to work in the United States. The assistantship provides a tuition waiver of 18 credit hours per year, 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 appointment.
- Must be eligible to work in the United States and present proper work-eligibility documentation to Human Resources before beginning the assistantship.
- Graduate program admission requires an online application, application fee, official undergraduate transcripts, a minimum 3.0 GPA, a personal statement regarding career goals, and three professional references.
- Must follow University policies and procedures and manage University and student information confidentially and ethically.
Nice To Haves
- Proficient understanding of computer technology.
- Excellent communication skills.
- Basic knowledge of enterprise technical concepts.
- Basic knowledge of audio/visual equipment.
- For international candidates: eligibility is limited to the on-campus MBA program, and candidates must be able to secure an F1 student visa and meet international MBA admission criteria.
Responsibilities
- Provide Level 0 remote and telephonic support to University staff, faculty, and students.
- Provide Level 1 in-person support at the designated campus location.
- Escalate tickets to appropriate technology groups.
- Assist full-time information technology staff with troubleshooting technical and operational issues.
- Create faculty and staff accounts and update 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 based on 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 for the designated campus location.
- Attend IT team meetings for observational and educational purposes.
- Follow University policies and procedures, exercise judgment, and represent the University professionally.
- Perform other duties as assigned.
Benefits
- Tuition waiver for 18 credit hours per year for one of Ottawa University's graduate programs.
- Partial meal allowance.
- Bi-weekly living stipend paid over 12 months.
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What This Job Offers
Job Type
Part-time
Career Level
Intern
