Federal Work Study - ITS Helpdesk Student Assistant

Albany State University; Albany (GA); On-site; USD 16,531 - 22,041; Part time

Job summary

Albany State University is seeking a Customer Service/Helpdesk Student Assistant to support ITS operations on the West and East campuses. The role reports to the Service Desk Support Technician II and focuses on delivering front-line IT support and administrative tasks.

Responsibilities include greeting students and staff, routing calls, creating work orders, assisting with office tasks, and escalating unresolved issues.

Qualifications

• Excellent customer-service orientation and professional interaction with faculty, staff and students.
• Proficient in Microsoft Office and familiar with office practices.
• Ability to multitask in a fast-paced academic environment.
• Effective written and oral communication skills.
• Strong listening and interpersonal abilities.

Responsibilities

• Serves as the first point of contact for students, faculty, staff, and guests in person and by telephone.
• Assist with answering, routing, and screening calls.
• Create and assign work order tickets to the necessary technicians or teams.
• Assist with office tasks such as filing, scanning, and simple preparation of documents for IT assets.
• Direct unresolved issues to the proper next level of support.
• Must think critically and adapt to change with initiative and resourcefulness.
• Miscellaneous duties as assigned.

Skills

Customer service

Multitasking

Written communication

Verbal communication

Interpersonal skills

Attention to detail

Prioritization

Teamwork

Problem solving

Education

Tools

Microsoft Office Suite

Job description

Location

Our West Campus is located at 2400 Gillionville Road, Albany, GA 31707. Our East Campus is located at 504 College Drive, Albany, GA 31705. The Human Resources office for both campuses is located on the West Campus in Building K, Suite 111.

Job Summary

This position reports to the Service Desk Support Technician II. The Customer Service/Helpdesk Student Assistant is responsible for supporting the ITS department with all administrative and technology functions. Additionally, this position serves as the junior level for help desk and technical support within Information Technology Services and for the Albany State University campus.

Sponsorship is not available for this position.

Responsibilities

• Serves as the first point of contact for students, faculty, staff, and guests in person and by telephone.
• Assist with answering, routing, and screening calls.
• Create and assign work order tickets to the necessary technicians or teams.
• Assist with office tasks such as filing, scanning, and simple preparation of documents for IT assets.
• Direct unresolved issues to the proper next level of support.
• Must have the ability to think critically with the capability to identify problems, using flexibility and adaptability while showing initiative and resourcefulness to deal with change.
• Miscellaneous duties and responsibilities appropriate to position.

Required Qualifications

• Current ASU Student
• Provide excellent customer service to faculty, staff, and students through in-person interactions and via phone and email communications.
• Good customer service orientation skills in general offices and administration office organization.
• Experience with Microsoft Office Suite, as well as familiarity with office practices.
• The ability to multitask in a fast-paced academic environment is essential.
• Excellent written and oral communication skills.
• Excellent listening and interpersonal skills.
• Strong customer-service orientation.
• Keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Other duties as assigned.

Preferred Qualifications

• Customer service and technical experience are preferred.
• Able to perform general office administrative activities: copying, filing, and using the telephone.
• Able to lift up to 25 lbs. occasionally.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and power tools and to handle other computer components.

Required Documents to Attach

• Cover letter.
• Resume.
• Unofficial transcripts.
• A list of at least three (3) professional references with their contact information.

Knowledge, Skills, & Abilities

• Strong customer-service orientation.
• Experience with Microsoft Office Suite, as well as familiarity with office practices.
• The ability to multitask in a fast-paced academic environment is essential.
• Able to sit and work on a computer keyboard for extended periods of time.
• Able to stoop, kneel, and bend at the waist and reach on a daily basis.

Conditions of Employment

All selected candidates are required to successfully pass a Background Check review prior to starting with Albany State University.

Certain positions may also require the selected candidate to submit to or have:

• a credit check completed for "Positions of Trust" and/or approved departmental purchase card usage
• a motor vehicle report for positions that require driving an Albany State University vehicle
• a successful pre-employment drug test

Equal Employment Opportunity

Albany State University is an equal employment, equal access, and equal educational opportunity and affirmative action institution. It is the policy our institution to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnical origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, AREA, ADA, E.O. 11246, and Rev. Proc. 75-50). Albany State University is an Affiliated. For questions or more detailed information regarding this policy please contact the Albany State University Office of Human Resources at [phone]. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact the Disability Resource Center at 229-500-3442.

Contact Information

For more information or questions about a job posting, please contact the Office of Human Recourses at [phone], or by email at [e-mail]. For technical support, please call OneUSG Connect Support at [phone], or by email at [e-mail].