Graduate Information Technology Technician

VILLANOVA UNIVERSITY; Kennedy (Tioga County); Hybrid; USD 17,000 - 24,000; Part time

Job summary

Villanova University in Kennedy Hall invites applications for a Graduate Information Technology Technician. This graduate student role delivers advanced IT support across phone, chat, and in‑person channels, mentoring peers and handling escalation when needed.

The position emphasizes analytical thinking, strong customer service, and independent work. Training is provided through Technology Support Services to ensure top‑tier service.

Qualifications

• Minimum of one year of experience in information technology support or related field.
• Excellent written and verbal communication skills.
• Ability to diagnose and resolve hardware, software, network, and account-related issues.

Responsibilities

• Provide advanced technical support to the Villanova University community via phone, chat, and in-person service channels.
• Record and manage support requests using the TeamDynamix ticketing system.
• Act as a mentor and escalation resource for other student employees and new technicians.

Skills

Technical support

Customer service

Troubleshooting

Tools

TeamDynamix (TDX)

Job description

Graduate Information Technology Technician

Posting Details

Position Information Posting Number: 20260399V Position Title: Graduate Information Technology Technician Posting Type Student Hours/week: 10-20 Eligibility: Work study preferred but open to all students Semester 2026-2027 Academic Year Location Kennedy Hall Detailed Work Schedule 10-20 hours a week Number of positions: 5 Department: 715-UTS - Technology Support Services Contact Name: Kimberly Walter Contact Phone/Extension: 6105194899 Position Summary Information Job Description Summary:

• The Senior Information Technology Technician is a graduate student position. They provide advanced technical support to the Villanova University community through phone, chat, and in-person customer service channels.
• This role requires strong technical expertise, analytical thinking, customer service skills, and the ability to work independently. While serving as a mentor, technical resource, and point of escalation for other student employees.
• Record support requests using our TeamDynamix ( TDX ) ticketing system.

Requirements

• Provide excellent customer support through phone, chat, and face-to-face interactions.
• Monitor the Service Desk ticketing queue and proactively respond to incoming tickets, emails, chats, and support requests to ensure timely resolution.
• A minimum of one year of previous experience in information technology support, customer service, technical troubleshooting, or a related field is preferred.
• Diagnose, troubleshoot, and resolve complex hardware, software, network, and account-related issues.
• Utilize advanced technical knowledge and problem-solving skills to identify and resolve technology concerns efficiently.
• Exercise responsible use of elevated system access to support University technology resources and services.
• Assist with account administration and operational support for enterprise systems and services.
• Work independently with minimal supervision while demonstrating sound judgment and accountability.
• Adhere to all University security, privacy, compliance, and data protection standards.
• Serve as a technical resource for fellow student technicians by sharing knowledge, assisting with troubleshooting, and helping mentor newer team members.
• Excellent written and verbal communication skills.

Additional Information: Summer, Fall, and Spring position.
* Technology Support Services will provide ALL training. Physical Demands Summary: Wage Rate: 15.00 Posting Detail Information Closing Date (11:59pm ET): Open Until Filled Yes