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IT User Support

Job Title: IT User Support

 

Summary:

This position is responsible for providing front-line customer service across campus by assisting customers in labs, classrooms, and those who contact IT for help.

Training will be provided in each area and the opportunity will be provided to work in and learn multiple areas of information technology.

General working hours for this position depend on which area work is assigned, but typically between 7:30 and midnight.  10-20 hours per week are expected when classes are in session. Summer employment is available but not required.

Essential Tasks/Responsibilities:

A. Troubleshooting Technology-Related Issues

  1. Answer technology related questions via phone, email, and in person.
  2. Support students, faculty, and staff by assisting them in the use of computers, software, and other technology.
  3. Troubleshoot campus computers, personal computers, audiovisual equipment, and other technology issues.
  4. Monitor printer use and maintain supplies.


B.    Provide Technology Training

  1. Assist students, faculty, and staff with how to use printing, presentation systems, and software as well as any additional questions they may have.
  2. Train students, faculty, and staff on proper use of the computer, audiovisual equipment, and other technology.
  3. Help train co-workers.


C.    Create and Maintain Documentation

  1. Document requests, problems, and actions taken. Assure ticket assignment is set to appropriate IT team.
  2. Communicate and follow up with staff on urgent problems or requests that need more information.
  3. Create and maintain KnowledgeBase documentation.


D.    Additional Responsibilities and Development

  1. Check out equipment and resources.
  2. Keep area tidy and organized.
  3. Participate in appropriate unit training sessions as available and directed.
  4. Maintain communication with both your assigned and area supervisors.


Knowledge, Skills, and Abilities

  • Strong interpersonal, oral, and written communication skills
  • Strong customer service skills
  • Self-motivation to work without direct supervision
  • Ability to learn new software applications
  • Ability to communicate technical information in a manner easily understood by non-technical personnel


Core Competencies / Job Expectations

  1. Communication – Timely communicates with styles that are approachable and respectable; engages in active listening by holding interruptions and responding concisely.
  2. Customer service – Engage in all job-related interactions and activities with contacts from within and outside the University in a courteous and professional manner.
  3. Respect for diversity - Avoid language that demeans a particular group of individuals. Do not let biases or stereotypes affect the delivery of service.
  4. Flexibility – Willingly adapt to change.
  5. Time management – Effectively organize work to be as productive as possible.