AY Student Technology Consulting Assistant IT - Helpdesk (WS-ST1)

Job Title: IT Helpdesk Student Technology Consulting Assistant (WS-ST1)

Classification: Student Employee (non-exempt)

Name and Address of Employer: St. Olaf College, 1520 St. Olaf Ave, Northfield, MN 55057

Department Name: Information Technology

Unit Number (5 digits): 14115

Length of Position: See Employment Authorization

Contact Person/Supervisor: Helpdesk Manager

Wage Range: $12.00-13.00/hour

Description of the Position: (Purpose of the Position):

To provide technical support for students, faculty, staff, emeriti and guests of the college. Assist with curation and content creation of the TeamDynamix (TDX) Knowledge Base. All majors encouraged to apply.

Transferable Skills:

• Customer Service

• Problem Solving

• Troubleshooting

• Ability to stay calm in stressful situations

• Active listening and document issue

• Gather information to diagnose problems

• Articulate solutions

• Technical writing skills

• Use of TeamDynamix ticketing system

Duties and Responsibilities:

• Help customers who call, chat or visit the Helpdesk

• Document and respond to customers in the ticketing system

• Contact faculty, staff and students to follow up on support requests

• Gather information, identify the problem and research solutions to solve customer issues or escalate to appropriate IT team

• Be on-time for assigned shifts, plan for conflicts, and communicate changes to Helpdesk Manager

• Curate content in TDX knowledge base

• Assist customers in their office or other areas of campus

• Troubleshoot issues with multi-function copier. (MFC)

• Deliver IT Equipment to customers

• Create content for TDX knowledge base

• Assist Technology Assistants as needed.

• Assist with public computer labs maintenance

Qualifications: (Education/Experience/Skills)

• Excellent customer service

• Attention to detail

• Skilled in problem solving

• Ability to understand and articulate technical concepts

• Strong initiative and reliability

• IT Helpdesk experience outside of St. Olaf a plus

• Must have a work award and be available to work 6-8 hours per week

This job description is for general information purposes.  It is not intended to list all duties and responsibilities of the position.  This job description is subject to change at any time by St. Olaf College, with or without prior notice.