Student Associate

University of Cincinnati; Cincinnati (AR); Hybrid; USD 21,000 - 30,000; Part time

Benefits offered by this job

Hybrid work schedule

Job summary

The University of Cincinnati is seeking a student employee to serve as the first point of contact for IT support. You will diagnose incidents, provide step-by-step guidance, and escalate complex issues to specialists as needed.

You will handle inquiries via phone, email, or remote tools, document incidents, and strive to deliver an excellent customer experience while maintaining a flexible hybrid work arrangement.

Qualifications

• High School Diploma or GED required.
• Enrolled at a post-secondary institution or secondary school.
• Part-time enrollment (one or more credits) during the next term.
• Must be at least 16 years old.

Responsibilities

• Provide Tier 1 consultative, technical, and “how-to” support via phone, email, or remote tools using Knowledge Base articles.
• Provide directory assistance to callers.
• Triage inquiries by assessing type and severity and perform basic troubleshooting before escalation.
• Deliver excellent customer service with patience and resourcefulness.
• Hybrid work schedule and flexible support for users.

Skills

Customer service

Troubleshooting

Phone/email support

Remote support

Education

High School Diploma or GED

Enrolled at a post-secondary institution

Job description

Next Lives at the University of Cincinnati

Founded in 1819, the University of Cincinnati ranks among the nation’s best urban public research universities. Home to more than 53,600 students, 12,000 faculty and staff, and over 360,000 living alumni, UC, a Carnegie 1 institution, combines research prowess with a physical setting The New York Times has called “the most ambitious campus design program in the country." UC's momentum has never been stronger as the anchor of the Cincinnati Innovation District, the oldest cooperative education (co-op) program in the country with students earning $94 million annually through paid experiences, an academic health system, and as a member of the Big 12 Conference. The university contributes $10.6 billion in economic impact to the city and $22.7 billion to the state of Ohio. At UC, next is all of us. Learn more at uc.edu.

UC is a mission-driven organization where we are committed to student success and positively transforming the community through scholarship and service. We thrive on innovation, making an impact, and fostering an environment where staff and faculty are key contributors to UC’s success.

Job Overview

Serve as the single point of contact for IT support by responding to and diagnosing incidents with users. Includes providing instructions on how/where to request a service, problem recognition, research, isolation and resolution steps. Resolve basic problems immediately, while more complex problems are escalated to subject matter experts or senior level support.

Essential Functions

• Provide Tier 1 consultative, technical, and “how‑to” support delivered via phone, email, or remote support tools by leveraging Knowledge Base articles and other resources to the user community. Support includes documenting, triaging, and escalating incidents and service requests for DTS and distributed services to senior‑level Service Desk support.
• Provide directory assistance to callers.
• Triage inquiries by assessing the type and severity of problem and providing basic troubleshooting prior to escalation; determine the correct categorization, prioritization, and impact of incidents.
• Provide an excellent customer service experience by displaying patience, resourcefulness, and a desire to help others.
• Perform related duties based on departmental need. This job description can be changed at any time.
• Hybrid work schedule

Minimum Requirements

• High School Diploma or GED
• Enrolled at a post-secondary institution or a secondary school.
• Enrolled at least part-time (one or more credit hours if at a post-secondary institution), except for summer term, or will be a registered student during the next academic term.
• Must be at least 16 years of age.
• “Enrollment” shall include:
  • The period between two successive terms for which the student is enrolled.
  • The one “off” term in each academic year in which the student is not enrolled. Student employee status may be retained for one additional term following either graduation or withdrawal from enrollment.

UC is an E-Verify employer.

Hourly Pay Rate:

To learn more about student employment at The University of Cincinnati, please click here.

To learn more about why UC is a great place to work, please visit our Careers Page.

Equal Opportunity Employer. Building a workplace where all qualified applicants will receive consideration for employment, including Individuals with Disabilities and Protected Veterans.

REQ: 104215