Help Desk Technology Consultant

Oberlin College Development; Oberlin (OH); On-site; USD 15,000 - 21,000; Part time

Job summary

Oberlin College's CIT Help Desk is seeking Technology Consultants to be the friendly first point of contact for students, faculty and staff, resolving everyday tech challenges on Mac and Windows systems. You will work in a collaborative environment at the Academic Commons, helping users with devices, accounts, and ID cards.

Responsibilities include logging and tracking requests in the Services Portal, escalating complex issues to specialized teams, and maintaining a welcoming desk presence as a

Qualifications

• Strong customer service mindset for campus users.
• Able to manage time and handle diverse user needs.
• Experience with MacOS and/or Windows troubleshooting.
• Willingness to learn and expand technical skills.

Responsibilities

• Provide front-line support and serve as liaison.
• Log, track, and document requests in the Services Portal.
• Escalate complex issues to CIT teams.
• Represent CIT at the desk with a welcoming, professional presence.

Skills

Customer service

Time management

Autonomous work

Documentation

MacOS & Windows

ID card support

Curiosity to learn

Tools

Ticketing system

Services Portal

ID card printing

Job description

Technology Consultants are customer service providers for CIT who function as front-line support for students, faculty, and staff. In this role, you are the friendly, first point of contact for Oberlin College students, faculty, and staff resolving everyday technology challenges across Mac and Windows devices in a collaborative, supportive environment.

Responsibilities

• Provide Front-Line Support: Serve as a liaison between clients, including students, faculty and staff, and professional CIT staff members, reporting directly to the Help Desk Supervisor. Provide first-level support by answering tech and ID card questions in person, over the phone, and through the ticketing system while at the Academic Commons Helpdesk.
• Manage Tickets: Accurately log, track, and document all support requests in our Services Portal ticketing system. Enter all calls and walk-in issues into the Services Portal using our work order tracking system.
• Escalate Complex Issues: Route all tickets including high-level technical problems to the appropriate CIT teams when necessary.
• Represent CIT: As the first level of support, serve as a reliable bridge between campus users and CIT staff, while maintaining a welcoming and professional desk environment.

Qualifications

• Customer service skills: Communicate in a supportive manner for users using a patient, customer-focused approach. Clearly explain solutions clearly and calmly to users with varying levels of tech experience through text, on the phone, or in person.
• Technology Assistance: Be CIT’s first contact with our clients. We’re looking for people with good time management skills, who can serve as a contact point for a large variety of users, perform well in an autonomous position, adhere to a set work schedule, and maintain good records.
• Technical knowledge: Experience using MacOS and/or Windows, troubleshooting, installing software, and navigating common OS and web applications.
• ID Card Assistance: Assist users with the activation of mobileID cards, diagnosing and resolving emerging issues. Print physical ID cards as necessary, and assist customers at the desk with questions about their physical and digital ID cards.
• A desire to learn: Have a natural curiosity about the computers and technology you work with. We need people with a strong desire to expand their technical skill set through troubleshooting problems, hands on experience, and asking questions.

Jobs with the CIT Help Desk begin at $13.00 an hour and are increased with each semester based on merit.

Special Instructions to Applicants

Documents Needed to Apply

Required Documents

• Cover Letter
• Resume

Optional Documents

• Cover Letter
• Resume

Supplemental Questions

• * Have you ever been in a support position (helping or teaching others) in previous jobs? If so, please describe that aspect of the job in more detail.

  (Open Ended Question)

• * What about this job interests you?

  (Open Ended Question)

Office of Human Resources

Oberlin College
173 West Lorain Street
Oberlin OH 44074

http://new.oberlin.edu/office/human-resources/

Phone: [phone]
Fax: [phone]
Hours: M-F 8:00 a.m. - 5:00 p.m.

[e-mail]