Help Desk Student Technician

The Help Desk Student Technician provides Level 1 phone and remote IT support to the UIW community on the Main Campus. The Help Desk Student Technician is also responsible for providing clients with Level 1 hardware and software support. The Help Desk Student Technician reports to the Help Desk Manager.

This is a student position open to current UIW students who may be hired through the Federal Work-Study Program or student employment. Essential Functions

• Perform both, walk-in and over the phone, support for both PC and Mac systems.
• Perform account access. password resets, and unlocks accounts for the user.
• Receive incoming calls and walk-in help requests and document daily task in the tracking system.
• Logically troubleshoot common support issues.
• Provide communication on all escalated issues to management and other support teams.
• Reset passwords for end-users and unlock user accounts.
• Perform other duties as assigned.

Knowledge Skills and Abilities

• Provide excellent interpersonal skills/customer service skills.
• Provide excellent verbal, written, and listening skills.
• Ability to work effectively with individuals from diverse communities and cultures.
• Employee shall adhere to all applicable rules and regulations of the University, the Conference, and the NCAA

Required Education Current UIW student approved and eligible to participate in the Federal Work-Study program. Required Work Experience Previous experience customer service or related field. Preferred Qualifications

• Hardware/software experience.
• Experience with MS Office Suite and Windows and Mac., Ability to lift up to 50lbs. move related equipment such as computers, monitors and navigate a freight elevator.

Required Certifications, Licenses or Registrations None. Work Hours Help Desk hours:

• Spring & Fall: Monday - Thursday 7AM to 9PM; Friday 7 AM to 5 PM; Sat 10am to 2pm.
• Summer/Spring/Winter: Monday - Friday 7 AM to 5 PM; Sat 10am to 2pm.
• Various shifts are available with availability to work around course schedule.

University of the Incarnate Word is a Catholic institution that welcomes to its community persons of diverse backgrounds, in the belief that their respectful interaction advances the discovery of truth, mutual understanding, self-realization, and the common good.