IT Help Desk

Texas Wesleyan University; Fort Worth (TX); On-site; USD 17,000 - 22,000; Part time

Job summary

Texas Wesleyan University seeks a student employee to support IT services for the campus community. You will handle inquiries via phone and in person and work with Blackboard, Ramlink, emails, and other IT tools to keep the campus running smoothly.

Preferred candidates are Federal Work-Study recipients and information technology or mass communication students who are comfortable serving the public. You will assist with ticketing, password resets, and basic hardware support while following FERPA

Qualifications

• No degree required; coursework in IT or communications is a plus.
• Strong customer service mindset and ability to communicate clearly.
• Able to work with diverse students, faculty, and staff.

Responsibilities

• Serve as first point of contact for IT inquiries by phone or in person.
• Triage and log problems using ITSM system.
• Assist with installing and troubleshooting computers and software.
• Reset student email and domain passwords.
• Document standard IT procedures and update as needed.
• Move, install, or remove equipment on campus as required.

Skills

Customer service

Communication

Problem solving

Teamwork

Self-motivation

Attention to detail

FERPA awareness

Organizational skills

Education

None required

Tools

Microsoft Office

ITSM application

Desktop/Laptop hardware

Job description

Needing a student employee who loves IT, solving problems, and serving others. You will get to work with Blackboard, Ramlink, emails, and other IT programs that keep the campus running smoothly.

Federal Work-Study Awarded students preferred.

Essential Duties and Responsibilities

• Serve as first point of contact for the IT department when contacted by phone and in person for assistance or requests.
• Triage and log problems and requests for support using the ITSM application.
• Receive support, enhancement, and service inquiries; answer common questions/inquiries.
• Escalate specific/complex questions to the appropriate team member within the organization.
• Assist students with installing, and troubleshooting computer and software related issues
• Reset student email and domain account passwords
• Assist with documenting all standard Service Desk operating procedures and routinely update that documentation as procedures change.
• Consistently follow policies and procedures related to how problems are identified, received, documented, distributed, and corrected.
• Provide support to Desktop Services as needed to move, remove or install equipment throughout the campus.
• Provide support to receive, store and prepare new equipment for installation
• Keep warehouse, Help Desk and tech benches orderly and safe by keeping area organized and ready for technicians to utilize the space and free from tripping hazards.
• Must be able to lift desktop computers and peripherals as needed to facilitate the work outlined.

Education, Certifications and/or Licenses

• None required.

Experience

• Information Technology or Mass Comm Students that intend to work with the public are preferred, but not required.

Knowledge, Skills & Abilities

• Ability to maintain composure in difficult situations.
• Ability to work well with diverse faculty, staff, and students.
• Basic knowledge of proper customer service.
• Excellent written, oral, and interpersonal communication skills.
• Basic knowledge in using Microsoft Office Suite, particularly Word and Excel.
• Ability to pay attention to accuracy even with many work interruptions.
• Ability to be a self starter who is detail oriented.
• Strong organizational skills with the ability to work independently.
• Ability to maintain confidentiality, while complying with FERPA regulations.
• Ability to adhere to University & departmental policies and procedures.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to learn new computer software quickly.
• Proven ability to manage multiple tasks, projects and changing priorities.
• Strong dependability – reliable, responsible, and dependable, and fulfilling obligations.
• Ability to maintain a professional appearance and office atmosphere.
• Ability to be proficient with an integrated administrative system and current computer software programs.
• Ability to complete all physical tasks.