Help Desk Assistant
Willamette Integrated Technology Services
Location:
WITS Help Desk, Smullin 118 (inside computer lab)
Contact Person: Mitch Jones (help desk manager)
Application Deadline:-open until filled
NOTES: We are looking for people to fill the 9am-11:30 shifts M-F
Job Description:
The Help Desk
Assistants are the first point of contact for students, staff and faculty seeking
technical assistance for campus technology issues. They serve as members of
the WITS User Services Team by providing technical support over the phone and
in person, and maintaining the smooth operation of the WITS microcomputer facilities.
Help Desk Assistants are under the supervision of the Help Desk Manager and
the WITS full time staff.
Specific duties
include but are not limited to the following:
- Primary responsibility
is user support and customer service. Be present and visible in the Help Desk
and available to users requiring technical assistance.
- Respond to
questions from callers and walk-ins; remotely assist students, staff, and
faculty with technology problems in offices, classrooms, and residence halls;
assist in person with problems in the computer lab.
- Learn fundamental
operations of commonly used software, hardware, and other equipment.
- Follow standard
Help Desk operating procedures; accurately log all Help Desk contacts using
call tracking software.
- Accept general
responsibility for the computer lab and ensure that it is ready for use; stock
paper and toner in printers, push in chairs, restart frozen computers, etc.
- Enforce all
Computer Lab policies.
- Manage the
circulation of headphones, manuals, or other materials as appropriate.
- Attend all
Help Desk training sessions.
- Become familiar
with available help resources; stay updated on campus technology changes or
problems.
- Become familiar
with WITS policies, services, and staff.
- Direct calls
to appropriate WITS staff as necessary.
- Maintain reasonable
discipline and decorum in the Help Desk and computer lab areas.
- Other duties
as assigned by the Help Desk Manager or other WITS staff.
General Requirements:
- Friendly presence
and helpful attitude; good interpersonal skills and ability to work well with
others.
- Ability to
provide technical support over the phone; good phone skills, professional
demeanor, previous customer service experience strongly desired.
- Good problem
solving skills; ability to visualize a problem or situation and think abstractly
to solve it.
- Ability to
handle constantly changing flow of traffic; remain productive during slow
times, be able to multitask effectively during busy times, exercise patience
and professionalism during stressful situations.
- Creativitiy. Ability to think around problems and come up with creative solutions is helpful.
- Ability to
work responsibly with or without direct supervision.
- Working knowledge
of common operating systems and software applications.
- Adequate familiarity
with equipment found in WITS computer facilities.
- Work a minimum
of 6 hours per week; maximum of 20 hours per week.
- Be a current,
registered student.
Term of Employment:
- One year appointment,
reviewed each semester, renewable upon favorable review.
- Must report
to duty the night before the start of instruction each semester.
- Required to
work before the start of Fall semester (during Opening Days), and during Finals
week.
Application
Instructions:
- All applicants
are required to complete a Help Desk Assistant application.
- Download an
application here:
- Return all
application materials to the WITS Main Office, Smullin 101, or the WITS Help Desk in Smullin 118.
- or email completed application to mjones@willamette.edu
Application
Deadline: -open until filled
NOTES: We are looking for people to fill the 9am-11:30 shifts M-F
Back to WITS Student Employment Opportunities
Last update: 04/09/03
by aawhite