Help Desk Assistant-SW
About The Position
The Help Desk Assistant-Student Worker role is designed to provide comprehensive support to users through various channels including telephone, email, webchat, and walk-up assistance. This position also involves maintaining the accuracy and currency of online support resources. The role requires answering inquiries, assisting with network connections, providing technical support to the campus community, monitoring online systems, and escalating unresolved issues as per documentation. Additionally, the assistant is responsible for maintaining a clean lobby area, accurately documenting user interactions, checking voicemails, and keeping staff informed of any concerns. A key aspect of the role involves updating and revising the Oh-Wooo Help Desk website and internal resources, ensuring all pages are current and accurate, and sharing useful tips with the team.
Requirements
- Good communication, both written and oral.
- Computer knowledge & troubleshooting (the more the better).
- Customer service skills.
- Initiative and ability to work independently.
- Currently authorized to work in the United States.
Responsibilities
- Provide telephone, email, webchat, and walk-up support.
- Keep online support resources up-to-date.
- Answer Help Desk phone calls and web chat requests.
- Answer email questions and requests for assistance that come in as tickets.
- Assist with connecting devices to campus networks.
- Provide technical support to the campus community, using help resources provided.
- Monitor email and web chat through online systems.
- Check the status of online resources as needed.
- Accurately escalate any unresolved problems to Information Services staff, according to documentation.
- Keep the front lobby area clean and in acceptable condition.
- Always enter the user’s name and contact info, along with the nature of their call.
- Check voicemails that come in as Help Desk tickets.
- Keep Information Services staff up-to-date on any concerns.
- Edit and revise the Oh-Wooo Help Desk website (helpdesk.owu.edu) and internal department resources as needed.
- Keep an editorial eye on any pages used and update when needed.
- Share helpful tips & tricks found with the team and staff.
Benefits
- Develop and improve customer service skills and communication skills.
- Exposure to and familiarity with both IT industry and higher education field.
- Gain professional references.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
