Student Technician

Student Technician | Franciscan University of Steubenville | Steubenville, OH

At our partner institution at Franciscan University of Steubenville

The Student Technician is responsible for providing technical support to students, faculty, and staff at the university. This role involves assisting users with troubleshooting and resolving a wide range of hardware, software, and network issues. As the first point of contact for IT-related inquiries, the Student Technician will handle support requests through various channels, including phone, email, and in-person interactions.

The Student Technician will also help manage and document support tickets using the ticketing system, ensuring accurate tracking and timely resolution of issues. They will assist with routine maintenance tasks, such as software installations, system updates, and hardware setup or repairs. Additionally, the Student Technician will help create user-friendly documentation, such as knowledge base articles and guides, to aid end-users in resolving common technical issues independently.

This is a part-time role. Hours of operations may vary and will be scheduled per semester.

This position is on-site at our partner institution, Franciscan University of Steubenville in Steubenville, Ohio.

Responsibilities
:

• Provide computer help desk assistance to university students, faculty, and staff.
• Effectively troubleshoot a wide variety of IT systems and challenges, supporting issue resolution and escalation as appropriate.
• Log, update, and resolve support tickets using the ticketing system.
• Diagnose and resolve problems by phone, email, or in-person.
• Provide basic support for hardware repairs, installations, and maintenance.
• Help with software installation, updates, and troubleshooting across multiple platforms (Windows, macOS, etc.).
• Deliver clear, courteous, and effective client communication, ensuring a positive support experience.
• Create and update support guides and knowledgebase articles.
• Work closely with full-time staff to elevate complex issues and follow up to ensure resolution.
• Other duties as assigned

• Ability to independently research and resolve the majority of client requests.
• Commitment to excellent customer service, professionalism, and continuous learning.
• Ability to lift, push and pull up to 50lbs
• Ability to sit and stand for long periods at a time
• Ability to crawl under desk for any technology need
• Adhere to Dynamic Campus Core Values

• Prior experience with helpdesk support or customer service.
• Familiarity with IT concepts (networks, printers, software installation)
• Proficient Microsoft Office Skills (Word, Excel and PowerPoint)
• Experience with Microsoft Windows and Mac OS operating systems