Student Associate, IT Helpdesk Support , College of Allied Health Sciences

Job Overview

Provide friendly, first‑line technical support to CAHS students, faculty, and staff at walk‑up counters, by phone, and via online channels (e.g., Teams/chat). You'll triage and resolve common issues, create/route tickets in Service Now, and support classroom/lab technology to help keep teaching and learning running smoothly. 20-24 hours/week during academic terms; additional hours during peak periods as available.

• Staff the CAHS helpdesk during assigned shifts; greet customers, assess needs, and deliver Tier‑1 support with clear, empathetic communication
• Troubleshoot endpoints (Windows/macOS), university accounts/MFA, Wi‑Fi, printing, classroom AV, and common academic apps (e.g., Microsoft 365, Canvas, Zoom, Exam delivery tools)
• Create, update, and close tickets in Service Now
  ; escalate to Tier‑2/college IT as needed with thorough notes and diagnostics
• Perform device check‑in/out, peripheral swaps, and basic hardware triage; assist with computer lab and classroom readiness checks
• Support CAHS‑specific learning spaces and software by following provided runbooks; assist with lecture capture and simple AV setups
• Contribute to knowledge articles, quick‑start guides, and FAQs; suggest improvements to workflows and student‑facing documentation
• Uphold data security and privacy (FERPA/HIPAA awareness), following university policy when handling sensitive information

Current UC student in good academic standing

• Strong customer service orientation; clear oral/written communication
• Comfort with Windows/macOS basics, M365 apps, browsers, Wi‑Fi, and MFA
• Ability to follow runbooks, document steps taken, and manage multiple tickets

• Prior IT support, helpdesk, or AV/learning‑space experience
• Familiarity with Canvas, Zoom, and classroom AV (projectors, HDMI, lecture capture)
• Experience with an IT ticketing system (Service Now preferred)

On‑site customer interaction at walk‑up counters and in classrooms/labs; occasional lifting/moving of equipment up to ~25 lbs; standing during busy shifts

N/A - Do not post internally