ITS Client Services Student Assistants (Solano Campus)

Cal Poly•Vallejo, CA

7d•Onsite

About The Position

The ITS Client Services Student Assistant serves as a front-line technology support representative for students, faculty, staff, and campus visitors at Cal Poly Maritime Academy. Student Assistants provide support through the Service Desk, classrooms, offices, and campus technology spaces while gaining hands-on experience in customer service, endpoint support, classroom technology, and IT operations. This position supports a variety of technology services including account access, Office 365, Wi-Fi connectivity, classroom technology, device deployment, printing services, PolyCard distribution, and general technical troubleshooting. Student Assistants are expected to provide exceptional customer service while helping maintain reliable technology services across campus. Student Assistants report directly to the Client Services Student Lead and indirectly to Client Services professional staff. About the Cal Poly Maritime Academy: Cal Poly Maritime Academy, located in Vallejo, California, is the only degree-granting maritime academy on the West Coast and a nationally recognized public maritime university on the Solano Campus of California Polytechnic State University. It prepares students for leadership roles in maritime operations, engineering, logistics, business, global supply chains and national security. Through Cal Poly's Learn by Doing philosophy, students train hands-on in classrooms and labs and aboard the Training Ship Golden Bear. For more information, visit maritime.calpoly.edu.

Requirements

Must be a currently enrolled Cal Poly- Solano Campus student
Available to work a minimum of 10 hours per week and up to 20 hours per week during academic terms (up to 40 hours during breaks and summer periods)
Ability to work in-person on the Solano campus
Familiarity with Microsoft Office, web browsers, and basic computer operations
Strong verbal and written communication skills
Ability to communicate effectively with technical and non-technical users
Ability to analyze and solve problems logically and efficiently
Demonstrated professionalism, reliability, and dependability
Ability to work independently and as part of a team

Nice To Haves

Previous customer service or technical support experience
Familiarity with Windows, macOS, iOS, and Android devices
Experience with classroom technology, AV equipment, or event support
Familiarity with ticketing systems, knowledge bases, or technical documentation
Valid driver’s license for campus transportation activities
Ability to lift and move equipment up to 50 pounds

Responsibilities

Provide front-line support via phone, email, ticketing system, and in-person interactions
Assist users with account access, password resets, Office 365, Wi-Fi connectivity, and general technology questions
Manage and maintain service requests within the university ticketing system
Schedule appointments and assist with customer follow-up
Issue PolyCards and support equipment checkout processes
Deliver professional and courteous customer service at all times
Image, configure, deploy, and maintain university-owned computers, laptops, and mobile devices
Assist with software installation and system configuration
Troubleshoot hardware, software, and network connectivity issues
Support device inventory management and asset tracking
Assist with classroom technology checks and basic AV support
Support printers, projectors, displays, and classroom computing devices
Perform campus walkthroughs to identify and report technology issues
Escalate complex technical issues to professional staff
Document support activities, resolutions, and customer interactions
Maintain departmental knowledge base resources, Wiki, SharePoint, and troubleshooting documentation
Assist with inventory management and equipment tracking
Support special projects and operational initiatives as assigned