What are the responsibilities and job description for the Student Employee - IT@Sam Service Desk Lead Worker- Main Campus position at Sam Houston State University?
Posting Information
Requisition 202400423ST Title Student Employee - IT@Sam Service Desk Lead Worker- Main Campus Employee Class Student Employee College Work Study Position No Department IT Engagement Division Information Technology Hours per week 15-28 Hiring Rate
$13.00
Preferred Student Classification
Sophomores & Juniors
Nature & Purpose of Position
NATURE & PURPOSE OF POSITION: Provide front line, Tier 1 support via telephone, e-mail, in person, remote, and chat support to internal and external clients.
SUPERVISION GIVEN & RECEIVED: Receives general supervision and mentoring from Service Desk Manager and full-time technicians. Serve as a mentor and source of support for other student workers. Collaborate with full time staff to assign tasks, set priorities, staff training and help oversee the day-to-day operations of the Service Desk.
Primary Responsibilities.
EDUCATION & EXPERIENCE REQUIREMENTS: Must be a current SHSU student enrolled in a minimum of six (6) semester hours with a SHSU GPA of 2.5 or greater. Must be able to demonstrate basic computer competencies and knowledge. IT, Service Desk or customer service job experience preferred. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.
International Students - please visit the following website for more information on employment requirements and eligibility: https://www.shsu.edu/dept/global-engagement/international-students-and-scholars/employment.html.
Open Date 12/18/2024 Position Number
Contact Information
Contact Name & Title Norma Vazquez Contact Phone (936) 294-1950 Contact Email nev001@shsu.edu Contact Building & Room # AB1 145 Contact Fax Contact Instructions Summary
Requisition 202400423ST Title Student Employee - IT@Sam Service Desk Lead Worker- Main Campus Employee Class Student Employee College Work Study Position No Department IT Engagement Division Information Technology Hours per week 15-28 Hiring Rate
$13.00
Preferred Student Classification
Sophomores & Juniors
Nature & Purpose of Position
NATURE & PURPOSE OF POSITION: Provide front line, Tier 1 support via telephone, e-mail, in person, remote, and chat support to internal and external clients.
SUPERVISION GIVEN & RECEIVED: Receives general supervision and mentoring from Service Desk Manager and full-time technicians. Serve as a mentor and source of support for other student workers. Collaborate with full time staff to assign tasks, set priorities, staff training and help oversee the day-to-day operations of the Service Desk.
Primary Responsibilities.
- Provide timely, consistent, and quality technical support for SHSU constituents experiencing technology issues and maintain accurate and thorough records of all interactions.
- Maintain confidentiality and security of data observed in carrying out job duties.
- Participate in, and provide recommendations for on, Service Desk continuous improvement efforts to better meet client or university needs.
- Write/Maintain Review documentation and/or flag for correction of knowledge articles using the IT Knowledge Base.
- Resolve incidents or fulfill service requests following the established policies and procedures while meeting the established Service Level Agreements or Operation Level Agreements.
- Actively participate in a collaborative team environment where ideas, resources, knowledge and mutual respect are shared.
- Act as a mentor to other team members in ticket and service request resolution.
- Supporting the Service Desk Full Time Technicians by identifying patterns in incidents and reporting problems.
- Take on a leadership role by ensuring that tickets, e-mails, remote support sessions, chat sessions, and walk-ins are handled promptly.
- Assists in training new employees.
- Other duties as assigned.
- Good customer service, communication, and problem-solving skills.
- Dependability.
- Team-oriented.
EDUCATION & EXPERIENCE REQUIREMENTS: Must be a current SHSU student enrolled in a minimum of six (6) semester hours with a SHSU GPA of 2.5 or greater. Must be able to demonstrate basic computer competencies and knowledge. IT, Service Desk or customer service job experience preferred. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.
International Students - please visit the following website for more information on employment requirements and eligibility: https://www.shsu.edu/dept/global-engagement/international-students-and-scholars/employment.html.
Open Date 12/18/2024 Position Number
Contact Information
Contact Name & Title Norma Vazquez Contact Phone (936) 294-1950 Contact Email nev001@shsu.edu Contact Building & Room # AB1 145 Contact Fax Contact Instructions Summary
Salary : $13
