Public Service Intern 1, Information Technology [R0151101]

University of Nevada Las Vegas•Las Vegas, MD

About The Position

The University of Nevada, Las Vegas invites applications for Public Service Intern 1, Information Technology [R0151101]. ROLE of the POSITION Under general supervision, Public Service Interns receive training and complete a variety of assignments in staff activities directly relating to their major course of study in order to enhance their academic training. This role provides Help Desk support, offering a range of assistance to customers with technical needs and usage. While the position operates within a technology support environment, the core duties extend beyond technical troubleshooting and encompass service operations, administrative coordination, and organizational support functions that directly support academic pathways in Business, Management, Public Administration, Operations, Communications, and Information Systems. Duties include: Under general supervision, assist with routine troubleshooting of hardware, software, and account-related issues for faculty, staff, and students through phone, ticketing system, and in-person support. Apply established procedures to diagnose and resolve common technology concerns while developing technical and customer support skills. Review incoming IT service requests, document issues accurately, and route or resolve tickets in accordance with established guidelines. Follow up with customers to provide updates and ensure issues are addressed in a timely and professional manner. Assist in orienting and guiding Student Help Desk workers on standard operating procedures, ticket documentation practices, and the use of service tools. Reinforce effective communication techniques and consistent service standards under the direction of supervisory staff. Support student field workers by demonstrating established procedures for resolving common on-site technical issues. Share knowledge of hardware, software, and troubleshooting processes while modeling professional interaction with campus customers. Assist in maintaining and updating Student Help Desk schedules and operational coverage plans to help ensure consistent service availability. Provide administrative support related to staffing coordination and service continuity. Gain practical experience by assisting with more complex or high-priority service requests under guidance from professional staff. Participate in both desk and field activities to broaden understanding of campus technology services, public service operations, and problem resolution processes. INFORMATIONAL NOTES: Employment is not to exceed six months from the date of graduation. PROFILE of the OFFICE OF INFORMATION TECHNOLOGY With a focus on excellent customer service, UNLV Information Technology (UNLV IT) provides a full range of IT services, from leadership and enterprise solutions to training and support, for our students, faculty, and staff. As a partner in teaching, learning, research, and administration at a Top-Tier university, we are seeking team members who value innovation, collaboration, and excellence. We believe that every person brings unique experiences and perspectives that strengthen our team and help us serve UNLV’s broad community with empathy, which is a key to our success. Applicants seeking a values-driven environment that celebrates individuality and that are committed to service are highly encouraged to apply.

Requirements

Graduation from high school or the equivalent and enrollment and continued successful performance in an academic program related to the field of employment at an accredited college or university.
General knowledge of: principles and practices of the professional occupation of interest [IT Help Desk Support].
Ability to: compose reports of work activities.

Nice To Haves

Prior customer service experience in a technical or service-oriented environment
Previous IT Help Desk or user support experience in a high-volume setting
Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users
Strong organizational skills, with the ability to plan, prioritize, and manage multiple tasks effectively
Experience serving as a lead worker, mentor, or trainer to peers or less-experienced staff
Experience working in a higher education environment
Commitment to collaboration, respect for others, and high-quality customer service

Responsibilities

Assist with routine troubleshooting of hardware, software, and account-related issues for faculty, staff, and students through phone, ticketing system, and in-person support.
Apply established procedures to diagnose and resolve common technology concerns while developing technical and customer support skills.
Review incoming IT service requests, document issues accurately, and route or resolve tickets in accordance with established guidelines.
Follow up with customers to provide updates and ensure issues are addressed in a timely and professional manner.
Assist in orienting and guiding Student Help Desk workers on standard operating procedures, ticket documentation practices, and the use of service tools.
Reinforce effective communication techniques and consistent service standards under the direction of supervisory staff.
Support student field workers by demonstrating established procedures for resolving common on-site technical issues.
Share knowledge of hardware, software, and troubleshooting processes while modeling professional interaction with campus customers.
Assist in maintaining and updating Student Help Desk schedules and operational coverage plans to help ensure consistent service availability.
Provide administrative support related to staffing coordination and service continuity.
Gain practical experience by assisting with more complex or high-priority service requests under guidance from professional staff.
Participate in both desk and field activities to broaden understanding of campus technology services, public service operations, and problem resolution processes.