Help Desk , ITS

Position Type: Federal Work Study And Non Work Study

Essential Duties and Responsibilities:

The ITS Help Desk is seeking motivated, customer -focused students to provide frontline support to the university community. This role is ideal for students- who enjoy problem -solving, communicating clearly, and helping others navigate technology. 

Key Responsibilities:

• Provide in person-, phone, and online support for students, faculty, and staff. 
• Assist users in navigating the University’s public website, student portals, and internal systems. Troubleshoot common account related- issues. 
• Support Microsoft Office applications (Word, Excel, Outlook, Teams, etc.). 
• Document support requests and solutions in the ticketing system. 
• Escalate complex issues to full-time- ITS staff when necessary. 
• Maintain a professional, welcoming, and customer-centric- experience for all users.

Requirements

 Minimum Qualifications:

• Ability to speak clearly, concisely, and confidently in person and on the phone. 
• Familiarity with the University’s website, MyPortal, and internal resources. 
• Working knowledge of Microsoft Office 365. 
• Ability to follow instructions, ask clarifying questions, and work collaboratively. 
• Strong attention to detail and willingness to learn new technologies.

Knowledge, Skills, and Abilities:

• Ability to speak clearly, concisely, and confidently in person and on the phone.

Preferred Qualifications:

• Experience using Windows OS and macOS, including basic troubleshooting. 
• Previous customer service, help desk, or peer support- experience. 
• Comfort with navigating university systems (Email, registration, etc.). 
• Basic understanding of computer hardware, printers, and network connectivity. 
• Ability to multitask.

Anticipated Schedule: 

• Varies.

Job Contact: 

• Julie La Tulip-Lazarevich – (313) 993-1467  –  latulija@udmercy.edu