AY2627 Student IT Employee - College of Medicine Information Tech (Work-Study Required)

Duquesne University•Pittsburgh, PA

1d•Onsite

About The Position

The DUQCOM Student IT Employee provides essential Tier 1 technical support and assistance to faculty, staff, and students within DUQCOM. This position offers a valuable opportunity to gain hands-on experience in a dynamic IT environment, develop technical skills, and contribute to the smooth operation of campus technology resources. Under the guidance of full-time IT staff, the Student IT Employee will assist with troubleshooting hardware and software issues, providing user support, maintaining IT equipment, and contributing to various IT projects.

Requirements

Currently enrolled as a student in good standing at Duquesne University.
Demonstrated interest in information technology.
Basic understanding of computer hardware, software, and operating systems (Windows and/or macOS).
Strong problem-solving and analytical skills.
Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
Ability to follow instructions and work independently as well as part of a team.
Reliability, punctuality, and a strong work ethic.
Work-Study Required

Nice To Haves

Enrollment in a computer science, information technology, digital media arts, or related program.
Previous experience in customer service or technical support role.
Familiarity with basic networking concepts.
Experience with ticketing systems.
A+ certification or other relevant technical certifications (or working towards them).

Responsibilities

Provide first-level technical support via phone, email, in-person, and remote access for hardware, software, and network-related issues.
Assist users with password resets, account lockouts, and basic troubleshooting steps.
Document all support interactions and resolutions accurately in the ticketing system.
Escalate complex issues to senior IT staff according to established procedures.
Assist with the setup, installation, configuration, and maintenance of desktop computers, laptops, printers, and other peripherals.
Assist with the installation and basic troubleshooting of software applications, system drivers, and Duquesne-specific solutions.
Perform basic hardware diagnostics and repairs under supervision.
Assist with inventory management of IT equipment.
Provide clear and concise instructions and guidance to users on the proper use of technology resources.
Assist with the creation of basic user documentation and knowledge base articles.
Potentially assist with basic technology training sessions for students, faculty, or staff.
Assist with basic network troubleshooting, such as checking cable connections.
Report network outages or connectivity issues to senior IT staff.
Assist with the physical organization and maintenance of server rooms and IT infrastructure areas.
Assist with various IT projects as assigned, such as equipment upgrades, software deployments, and data organization.
Perform data entry and documentation tasks related to IT projects.
Maintain a professional and customer-focused attitude at all times.
Staff the IT Help Desk at required times.
Adhere to all IT policies and procedures.
Maintain confidentiality of sensitive information.
Perform other duties as assigned by the supervisor.
Deliveries to COM spaces in the School of Pharmacy (101 and Wolfe Classrooms) and/or Library COM Library on the 3rd floor of Gumberg spaces.
Ensure AV equipment (projectors, screens and televisions) powered off at end of day.
Check digital signage, restart devices as needed.
Stock printers with paper, maintain supplies and communicate to DUQCOM IT when supplies are in need of re-ordering.
Assist with basic student PC troubleshooting, such as wifi issues or driver updates.
Update DUQCOM IT loaner devices with both Windows patches as well as hardware drivers via Dell Command Update.
Update conference room computers and equipment (such as Clickshare), ensure systems are powered off at end of day.
Reboot conference room devices.
Enroll VR headsets, iPads, or other similar equipment into DUQCOM IT management systems.