Student Employee-IT Engagement-IT Service Desk

Sam Houston State University • Huntsville, TX

52d • $10

About The Position

NATURE & PURPOSE OF POSITION: Provide front line, Tier 1 support via telephone, e-mail, in person, remote, and chat support to internal and external clients. SUPERVISION GIVEN & RECEIVED: Receives general supervision and mentoring from Service Desk Manager and full-time technicians. Serve as a mentor and source of support for other student workers. PRIMARY RESPONSIBILITIES. Provide timely, consistent, and quality technical support for SHSU constituents experiencing technology issues and maintain accurate and thorough records of all interactions. Maintain confidentiality and security of data observed in carrying out job duties. Participate in, and provide recommendations for on, Service Desk continuous improvement efforts to better meet client or university needs. Write/Maintain Review documentation and/or flag for correction of knowledge articles using the IT Knowledge Base. Resolve incidents or fulfill service requests following the established policies and procedures while meeting the established Service Level Agreements or Operation Level Agreements. Actively participate in a collaborative team environment where ideas, resources, knowledge and mutual respect are shared. Other duties as assigned. OTHER SPECIFICATIONS: Must be able to work 15 to 26 hours per week. The Service Desk is often an environment in which the employee will be exposed to fast-paced working conditions. The employee must be willing to accommodate these varying situations in addition to possessing the following essential skills: Good customer service, communication, and problem-solving skills. Dependability. Team-oriented.

Requirements

• Must be a current SHSU student enrolled in a minimum of six (6) semester hours with a SHSU GPA of 2.5 or greater.
• Must be able to demonstrate basic computer competencies and knowledge.
• Good customer service, communication, and problem-solving skills.
• Dependability.
• Team-oriented.

Nice To Haves

• IT, Service Desk or customer service job experience preferred.
• A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Responsibilities

• Provide timely, consistent, and quality technical support for SHSU constituents experiencing technology issues and maintain accurate and thorough records of all interactions.
• Maintain confidentiality and security of data observed in carrying out job duties.
• Participate in, and provide recommendations for on, Service Desk continuous improvement efforts to better meet client or university needs.
• Write/Maintain Review documentation and/or flag for correction of knowledge articles using the IT Knowledge Base.
• Resolve incidents or fulfill service requests following the established policies and procedures while meeting the established Service Level Agreements or Operation Level Agreements.
• Actively participate in a collaborative team environment where ideas, resources, knowledge and mutual respect are shared.
• Other duties as assigned.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Administration of Human Resource Programs
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees