Graduate Assistant, Service Desk

Reporting to the Service Desk Coordinator, the GA Service Desk will provide front-line technology support to end users (students, faculty, and staff) through the Service Desk via phone, email, online services, and in-person.

Responsibilities

Responsible to model the University Mission through dedicated job performance, service excellence, respectful collaboration, and active support of Catholic and Lasallian higher education.

* Answer Service Desk phone, check Service Desk voice mail and email, and respond to requests for service in a timely manner.

* Provide first-line support for all user issues, utilizing appropriate troubleshooting skills and accessing available resources, such as Help Files and knowledge bases.

* Assist users in a professional and cordial manner, utilizing appropriate language and tone of voice to convey concern, active listening, patience, and composure.

* Prepare call tickets in a timely manner for each occasion to assist users, providing complete and relevant information.

* Escalate tickets when needed to appropriate university staff.

* Maintain accuracy and accessibility of departmental data, including call tracking, and inventory

* Acquire and maintain good working knowledge of current versions of standardized software.

* Solicit user satisfaction information as appropriate and incorporate valid suggestions into activities

* Provide suggestions for training topics and support articles.

* Work with senior staff members on more difficult issues to improve troubleshooting skills

* Work hours include evenings and weekends.

* Perform other related duties as assigned.

Minimum Qualifications

A bachelor's degree is required. Must be enrolled and maintain satisfactory performance in one of Lewis University's graduate programs. Must possess a strong working and technical knowledge of PC and Apple hardware and network systems, as well as practical experience in widely used software, such as MS Office, Outlook, Internet browsers and corresponding Operating Systems. Must be an effective communicator with a friendly, professional customer service-oriented manner;
Must have a background in solving computer-related problems logically and methodically. Must be willing to cross-train and rotate job functions to gain a wider support perspective and breadth of expertise in meeting support needs. Must be able to lift 50 lbs. Ability to work well as a member of a team is essential.

Preferred Qualifications

Experience with Blackboard classroom software helpful; prior customer service or Service Desk (help desk) experience is preferred.

Essential Duties Work hours

A minimum of 20 hours per week; year round appointment