Graduate Service Desk Support — Part-Time (Evenings/Weekends)

Lewis University; Romeoville (IL); Hybrid; USD 6,000 - 8,100; Part time

Job summary

Lewis University in Romeoville, IL seeks a Part-time Graduate Assistant Service Desk to provide front-line technology support to students, faculty and staff.

Reporting to the Service Desk Coordinator, you will answer calls, check messages, create tickets, perform first‑line troubleshooting, escalate when needed, and help maintain knowledge bases.

This role requires evenings and weekends, up to 20 hours per week, with a $7,000 annual stipend and a 75% graduate tuition waiver.

Qualifications

• Experience with Blackboard classroom software helpful.
• Prior customer service or Service Desk experience.

Responsibilities

• Answer Service Desk phone, check voice mail and email, respond to requests in a timely manner.
• Provide first-line support for all user issues, using troubleshooting skills and available resources.
• Assist users professionally with active listening, patience and clear communication.
• Prepare call tickets with complete information to aid users.
• Escalate tickets to appropriate university staff when needed.
• Maintain accuracy of departmental data, including call tracking and inventory.
• Acquire and maintain knowledge of current software versions.
• Solicit user satisfaction information and incorporate valid suggestions.
• Provide training topic suggestions and support articles.
• Work with senior staff on difficult issues to improve troubleshooting.
• Work hours include evenings and weekends.
• Perform other related duties as assigned.

Skills

Customer service

Service Desk

Blackboard

Job description

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening. To apply for the position, please click the Apply for this Job link/button.

If you would like tobookmark this position for later review, click on the Bookmark link. If you would like to print a copy of this position for your records, click on the Print Preview link.

Base Pay $7,000 stipend annually and 75% graduate tuition waiver

Position Summary Information

Job Description Summary

Reporting to the Service Desk Coordinator, the GA Service Desk will provide front-line technology support to end users (students, faculty, and staff) through the Service Desk via phone, email, online services, and in-person.

Responsibilities

Responsible to model the University Mission through dedicated job performance, service excellence, respectful collaboration, and active support of Catholic and Lasallian higher education.

-Answer Service Desk phone, check Service Desk voice mail and email, and respond to requests for service in a timely manner.
-Provide first-line support for all user issues, utilizing appropriate troubleshooting skills and accessing available resources, such as Help Files and knowledge bases.
-Assist users in a professional and cordial manner, utilizing appropriate language and tone of voice to convey concern, active listening, patience, and composure.
-Prepare call tickets in a timely manner for each occasion to assist users, providing complete and relevant information.
-Escalate tickets when needed to appropriate university staff.
-Maintain accuracy and accessibility of departmental data, including call tracking, and inventory
- Acquire and maintain good working knowledge of current versions of standardized software.
-Solicit user satisfaction information as appropriate and incorporate valid suggestions into activities
-Provide suggestions for training topics and support articles.
-Work with senior staff members on more difficult issues to improve troubleshooting skills
-Work hours include evenings and weekends.
-Perform other related duties as assigned.

Minimum Qualifications

Preferred Qualifications

Experience with Blackboard classroom software helpful; prior customer service or Service Desk (help desk) experience is preferred.

Work hours

Part-time, year round appointment, minimum of 20 hours per week; Evenings and weekends included

Posting Number

Posting Number S01789

Posting Date

Closing Date

Open Until Filled Yes

Special Instructions Summary

Supplemental Questions

Required fields are indicated with an asterisk (*).

Required Documents

Resume

Cover Letter

Optional Documents

Transcripts

MAIN CAMPUS
One University Parkway
Romeoville, IL 60446-2200
[phone]
[phone]