Help Desk Assistant

Position Type: Federal Work Study OR Non-Work Study

Essential Duties and Responsibilities 

• Greet and assist students, faculty, and staff that visit the IT Help Desk.
• Answers IT Help Desk client phone calls to ensure that person-to-person contact is made in as many cases as possible.
• Provide general Help Desk support for end users.
• Fields and documents client service requests (tickets) to assist with efficient and effective issue resolution.
• Assists in the development of IT Service Desk instructional documentation.
• Consults with students, faculty, and staff members regarding computer hardware and software application use and makes independent decisions within an identified range of responsibilities.
• Enhances client service response time, especially associated with fieldwork, through assignment to service tickets reviewed and managed by the IT Service Desk staff.
• Other duties as assigned by IT Service Desk management/staff.

Requirements

Minimum Qualifications:

• Must possess a working knowledge of Microsoft Office applications.
• Familiar with the login process and navigation of both the Office 365 and MyPortal sites.
• Available to work a minimum of 10 hours a week.
• If commuting, have a reliable form of transportation

Preferred Qualifications:

• First-year or second-year undergraduate.
• Experience with answering a multiline phone.
• Knowledge/experience with troubleshooting Windows and/or Mac devices or a desire to learn.

Knowledge, Skills, and Abilities:

• Must be able to communicate clearly and concisely so those you are assisting can easily understand.

Anticipated Schedule: 

• Monday-Friday 8:30 AM - 5:00 PM - Hours based on students’ availability.

Job Contact: 

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