What are the responsibilities and job description for the Support Center Graduate Assistant position at Dominican University?
POSITION TITLE: Support Center Graduate Assistant
DEPARTMENT: Information Technology
REPORTS TO: Assistant Director, Service Management
JOB STATUS: Part-time, Graduate Assistant
DATE AVAILABLE: ASAP
HOURS PER WEEK: 20 (up to 29 hours/week over summer)
HOURLY RATE: $18.00/hourly plus graduate tuition remission for up to 12 credit hours per academic year (6 credits hours each fall/spring semester)
POSITION SUMMARY:
The Support Center Graduate Assistant (SCGA) maintains a customer service presence in the Dominican University Information Technology (DU-IT) Support Center office by providing services to walk-in, phone, email, and chat clients. The SCGA will utilize the University ticketing system to document all user exchanges and issues, escalating cases according to departmental process. The SCGA will provide support to the student worker staff, ensuring that they are guided and mentored effectively, and in accordance with the departmental policies.
DUTIES AND RESPONSIBILITIES:
- Supervisory Scope:
- This role does not supervise employees.
- Provide first-level technology support to community members as assigned by the Service Management leadership and driven by the needs of the University community.
- Maintain regular shifts in the DU-IT Support Center, providing services to walk-in, phone, email, and chat clients.
- Manage the flow of support case tickets using the ticketing system, including documentation of all issues, and proper escalation of issues according to departmental process and supervisorial guidance.
- Implement, execute, and document troubleshooting procedures for university technology assets.
- Participate in other DU-IT projects as assigned.
QUALIFICATIONS:
- Strong understanding of technologies in an academic setting, including endpoint devices, classroom technologies, and software.
- Superior customer service skills, including the ability to triage competing priorities, multi-task, and remain professional in a high-volume support environment.
- Broad knowledge of Windows and Mac OS, Microsoft Office, Adobe, and other relevant applications.
- Basic knowledge of phone systems and audiovisual technologies.
- Exceptional written and verbal communication skills.
- Enrollment in a Dominican University graduate program is required.
EDUCATION AND EXPERIENCE:
- Bachelor’s degree.1 year of experience in IT customer service and helpdesk support.
PREFERRED QUALIFICATIONS:
- Relevant Service Management certifications.
- Experience in higher education.
This position requires a background screening
Salary : $18
