Help Desk Assistant

Job Title Help Desk Assistant Department Technical Services Terms and Hours Up to 20 hrs/wk during class sessions, up to 29 hrs/wk during breaks. Job Category Student Employment Hourly Wage Portland Metro Minimum Wage ($16.30)

Job Summary

The Help Desk Assistant is part of the University of Portland Help Desk Technical Support Team and provides customer service as it pertains to Tier 1 technical support issues. The Help Desk is the first point of contact for members of the UP community seeking technical assistance.

These inquiries are received via telephone, the ticketing system, and in person visits to the Help Desk office. The Help Desk Assistant interacts with faculty, staff, and students as they contact the Help Desk and assists customers in getting the technical support they need. This includes support on university phone systems, email, MFA resets, scheduling technician appointments, and escalating issues as appropriate.

The Help Desk Assistant works cooperatively with the other members of the Help Desk team, the Information Services department, and the campus community to ensure the highest quality of service and the quick resolution of critical technical support issues.

We are seeking students with customer service skills, some technical knowledge, and those who like the challenge of working with customers in a fast-paced environment. The Help Desk Assistant reports to the Lead Help Desk Specialist.

Please note:

Hiring for Summer and Fall Start Dates.

Core Duties

* Interact with faculty, staff, and students in a professional manner as they contact the University of Portland Help Desk for assistance via phone, email, and in person

* Consult with customers to ensure proper response to issues and confirm resolution

* Provide responsive, transparent support to ensure excellent customer service

* Recommend solutions to specific problems

* Maintain a team-orientated customer service atmosphere at the Help Desk

* Perform other relevant duties as assigned

Minimum Qualifications

* Ability to maintain confidentiality at all times

* Respectful, positive, and professional attitude

* Ability to work as part of a team

* Patience for learning new protocols and assisting a wide variety of customers

* Ability to use a wide variety of technology including but not limited to:
Apple OS, Microsoft Windows, Linux, Chromebook, iOS, Android, Microsoft Office, Adobe Products, and many others

* Ability to work in a sometimes hectic, fast-paced environment

* Ability to work with customers who are sometimes angry or frustrated

Preferred Qualifications

* Previous customer service experience

* Computer Science or a similar academic major

* Students with Federal Work Study in their Financial Aid Package

Physical Requirements

* N/A

Posting Detail Information

Posting Number SE983-2023

Number of Vacancies Multiple Estimated Start Date 05/18/2026 Open Date 03/13/2026 Close Date 08/30/2026