IT Service Desk Rep I (Student Position)

Ferris State University•Big Rapids, MI

1d•Onsite

About The Position

The IT Service Desk Representative I (Student Position) serves customers through the Walk-Up, Call Center, and Hardware Repair service areas. The role involves learning to use ticketing and call-tracking software and assisting customers with technology issues and resolutions. Support may include answering questions, troubleshooting, teaching or instructing customers about software or hardware functionality, and communicating policy. The position supports Information Technology products and services and works with technicians and other teams to resolve customer problems.

Requirements

Basic knowledge and general understanding of Windows and Apple hardware and software is preferred.
Must be willing to enroll in and participate in vendor certifications.
Must be able to work independently on assigned projects.
Exceptional communication and decision-making skills across phone, email, chat, and in-person interactions in a fast-paced environment.
Must be a team player and able to work with many different people.
Must safely operate a university or personal vehicle while carrying out job responsibilities, authorize a driving record check under university policies and procedures, and meet driving authorization requirements during employment when authorized to drive.

Nice To Haves

Basic knowledge and general understanding of Windows and Apple hardware and software.

Responsibilities

Learn and use ticketing and call-tracking software to enter work orders and assist customers by phone and chat.
Review job assignments and determine when to escalate tickets to full-time staff.
Update tickets with comments and journal entries documenting activities, and close completed tickets with resolution details.
Work with technicians to resolve computer-related problems and determine effective solutions.
Troubleshoot printer and Smart Classroom technology issues.
Research technical issues, ask questions, and verify that proposed solutions resolved customers’ problems through verbal or email follow-up.
Reset passwords and multi-factor authentication (MFA).
Intake devices for Hardware Repair according to the required process.
Troubleshoot device issues and determine whether software or driver updates can restore devices to working order.
Install software needed for classes, including Microsoft Project and Autodesk titles.
Create and assign tickets for connectivity issues in campus buildings or residence halls to the appropriate teams.
Drive university vehicles, when necessary, to deliver and pick up equipment on and off campus.