Student Employee - IT@Sam Service Desk Lead Worker- Main Campus

Posting InformationRequisition 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$13.00Preferred Student ClassificationSophomores & JuniorsNature & Purpose of PositionNATURE & 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.OTHER SPECIFICATIONS : Must be able to work 15 to 26 hours per week. The Service Desk is often an environment in which the employee will be exposed to fast-paced working conditions. The employee must be willing to accommodate these varying situations in addition to possessing the following essential skills :
• Good customer service, communication, and problem-solving skills.
• Dependability.
• Team-oriented.Other Requirements for the PositionEDUCATION & 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 NumberContact InformationContact 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