Student Help Desk Support Associate

Florida Gulf Coast University; North Lake Village (FL); On-site; USD 17,000 - 25,000; Part time

Job summary

Florida Gulf Coast University is seeking a Student Help Desk Assistant to support the University community. You will provide phone and walk-up counter help, answer questions about hardware and software configurations, and perform remote troubleshooting under the supervision of the Information Technology Services team.

You will also assist with testing new services and record work in the Help Desk ticketing system.

Qualifications

• Currently enrolled as an FGCU student and in good academic standing.
• Experience providing excellent customer service in person and over the phone.
• Basic knowledge and understanding of computer use.

Responsibilities

• Provide phone and walk-up counter support to the FGCU community.
• Answer questions about hardware/software configurations.
• Remote troubleshooting.
• Help with testing of new services.
• Record work in the Help Desk ticketing system.

Skills

Customer service

Communication skills

Basic computer knowledge

Active FGCU student

Tools

Ticketing system

Job description

Job Summary

The Student Help Desk Assistant will perform basic office duties, provide customer service, and support for the University. The University Help Desk is a part of Information Technology Services.

Information Technology Services provides leadership and instills confidence through exceptional technology and assistance to our customers.

Information Technology Services consists of multiple teams who support all faculty, staff and students as it relates to desktop computing, applications, telecommunications, network, classroom technology and other technical needs.

Job Description

Typical duties include but are not limited to:

• Provide phone and walk-up counter support to the FGCU community
• Answer questions about hardware/software configurations.
• Remote troubleshooting.
• Help with testing of new services.
• Record work in the Help Desk ticketing system.

Other Duties

• Performs other job-related duties as assigned.

Minimum Requirements:

• Currently enrolled as a student at the University and in good academic standing.
• Experience providing excellent customer service in person and over the phone.
• Basic knowledge and understanding of computer use.
• Open availability Mon-Fri 7:00 a.m. – 10:00 p.m. and Saturday 8:00 a.m. - 5:0p.m.

Preferred Qualifications

• Previous experience in a help desk role in a higher education environment.
• Coursework or training in IT disciplines covering computer applications, hardware, networking, systems or similar area.

Knowledge, Skills, & Abilities

• Promote a common purpose consistent with stated University goals and demonstrate a commitment to students and the learning environment.
• Possess the knowledge of general written standards and procedures utilized, and have the ability to read, interpret, and follow procedural and policy manual related to the job tasks.
• Demonstrate the ability to respond to supervision, guidance and direction in a positive, receptive manner and in accordance with stated policies.
• Provide quality customer service by creating a welcoming and supportive environment.
• Present a professional image in word, action and attire.
• Apply effective techniques to create working relationships with others to achieve common goals; successfully communicates and collaborates with others to achieve goals.
• Demonstrate skills necessary to look at situations and processes critically to make recommendations for improvement.

FGCU is a State University System of Florida member and an Equal Opportunity and Equal Access employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or protected veteran status.