Technology Service Desk Student Assistant

Berklee College of Music • Boston, MA

6d • $17

About The Position

Technology Service Desk Student Assistants (TSAs) are the first point of contact for Berklee students, faculty, and staff who need help with technology. TSAs provide friendly and reliable support for issues ranging from account access to software troubleshooting. Support is delivered through in-person walk-ins, phone calls, Slack, and Jira. This role focuses on Tier 1 support, where you help resolve common issues or gather key information for escalation. With time and experience, TSAs may also assist with Tier 2 support. This includes real-time troubleshooting during walk-ins or phone calls, where quick thinking and problem-solving are essential. TSAs work closely with Analysts, Consultants, Supervisors, and full-time staff to learn and grow as part of a collaborative team that supports Berklee’s technology needs.

Requirements

• Strong communication and customer service skills
• Ability to stay calm and helpful when troubleshooting under time pressure
• Basic understanding of macOS and computer hardware
• Ability to document work and follow written guidance in systems like Jira and Confluence
• Professional and respectful attitude with users and colleagues

Nice To Haves

• Familiarity with audio production tools or music software
• Experience using Berklee systems like OnePass, my.berklee.edu, Workday, and Zoom
• Interest or enrollment in MPE, CWP, EPD, or Film Scoring programs

Responsibilities

• Serve as the first line of support for students, faculty, and staff through walk-ins, phone, Jira, and Slack
• Use support templates, documentation, and troubleshooting skills to resolve issues when possible
• Keep Jira tickets updated with clear notes and respond in a professional and timely manner
• Troubleshoot music and media software such as Logic, Pro Tools, Sibelius, Ableton, etc.
• Provide basic troubleshooting for hardware and peripherals including MIDI devices, audio interfaces, and printers
• Collaborate with student coworkers, Analysts, and full-time staff to resolve unfamiliar or more advanced issues
• Escalate support needs to more experienced team members and help provide complete background information
• Stay current with team communications in Slack,and share helpful updates or reminders with the team
• Contribute to a respectful, inclusive, and professional support environment

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees