Support Consultant Student Assistant

Berklee College of Music•Boston, MA

4d•Onsite

About The Position

The Support Consultant Student Assistant provides support of the day-to-day operations within Berklee’s Technology Training and Support department. The Support Consultant Student Assistant will be responsible for being a point of contact for Berklee’s staff, faculty, and student community who need technical assistance and will also be responsible for completing various technology-related tasks. These tasks include providing first level technical support, answering the technical support help line, delivering equipment, addressing copier issues, compiling and maintaining inventory of equipment, and other duties as assigned. The Support Consultant Student Assistant will develop technical and procedural skills with the assistance of their supervisor and full-time TS staff. As necessary, the Support Consultant will escalate issues to the Support Consultants or their direct TS supervisor.

Requirements

Current student at Berklee College of Music or Boston Conservatory at Berklee.
Enrolled at least half-time in a degree, diploma, or certificate-seeking undergraduate or graduate program.
Summer employment requires pre-registration for the upcoming fall semester (exception does not apply to fall or spring semesters).
Have a valid United States Social Security Number (SSN).
Remain in “valid” Visa status as applicable.
A minimum 2.0 cumulative GPA (students in their first semester can work without an official GPA).
Federal Work Study student may apply.
In good disciplinary standing.
Must be located in the U.S.
Familiar knowledge of Apple Mac OS and Windows operating systems.
Familiar knowledge of Google Apps (Mail, Calendar, Sheets, Drive, etc.).
The ability to seamlessly transition from student to employee to best assist the College’s faculty and staff, and to represent Berklee in a positive manner.
The ability to work well with others, and to take direction on tasks and projects.
Positive attitude and focus on customer service.
Interpersonal and proactive follow-up communication via both email and telephone.
Excellent organizational skills.
The ability to independently manage deadlines and complete tasks on time.
Effective verbal and written communication, keen attention to detail.

Responsibilities

Serves as contact for faculty, staff and students needing technical assistance.
Maintains a high degree of responsiveness to users after the initial contact by informative follow-ups until a solution is achieved.
Responsible for the timely entry, updating, and tracking of customer requests in our tickets database.
Diagnoses and troubleshoots faculty, staff and student computers (hardware and software).
Provides dispatched support to various locations around campus.
Picks up or delivers computer equipment to various locations around campus.
Reports apparent network, website, and/or other IT related problems to full-time staff or other technology departments as necessary.
Escalates issues to either the Support Consultants or to their TS supervisor as necessary.
Stays current with existing and emerging computer technologies.
Organizes and maintains equipment inventory and student employee workspace.
Promotes a positive and professional work environment.
Assists with creating, editing, and proofreading documentation.
Completes other tasks and projects as assigned.