AY IT Helpdesk Student Technology Consulting Assistant (WS-ST1)

St. Olaf College•Northfield, MN

1d•Hybrid

About The Position

The Student Technology Consulting Assistant (WS-ST1) is a student employee position within the Information Technology department at St. Olaf College. The primary purpose of this role is to provide technical support to students, faculty, staff, emeriti, and guests of the college. This includes assisting with the curation and content creation for the TeamDynamix (TDX) Knowledge Base. All majors are encouraged to apply.

Requirements

Excellent customer service
Attention to detail
Skilled in problem solving
Ability to understand and articulate technical concepts
Strong initiative and reliability
Must have a work award and be available to work 6-8 hours per week

Nice To Haves

IT Helpdesk experience outside of St. Olaf a plus
Customer Service
Problem Solving
Troubleshooting
Ability to stay calm in stressful situations
Active listening and document issue
Gather information to diagnose problems
Articulate solutions
Technical writing skills
Use of TeamDynamix ticketing system

Responsibilities

Help customers who call, chat or visit the Helpdesk
Document and respond to customers in the ticketing system
Contact faculty, staff and students to follow up on support requests
Gather information, identify the problem and research solutions to solve customer issues or escalate to appropriate IT team
Be on-time for assigned shifts, plan for conflicts, and communicate changes to Helpdesk Manager
Curate content in TDX knowledge base
Assist customers in their office or other areas of campus
Troubleshoot issues with multi-function copier (MFC)
Deliver IT Equipment to customers
Create content for TDX knowledge base
Assist Technology Assistants as needed
Assist with public computer labs maintenance