Student Employee-IT Engagement-IT Service Desk

Title Student Employee-IT Engagement-IT Service Desk (MAIN CAMPUS ONLY) Employee Class Student Employee College Work Study Position No Department IT Engagement Division Information Technology Hours per week 15-26 Hiring Rate $10.00 Preferred Student Classification Freshman, Sophomores, and Juniors Nature & Purpose of Position NATURE & PURPOSE OF POSITION: Provide front line, Tier 1 support via telephone, e-mail, in person, remote, and chat support to internal and external clients.

SUPERVISION GIVEN & RECEIVED: Receives general supervision and mentoring from Service Desk Manager and full-time technicians. Serve as a mentor and source of support for other student workers., * Provide timely, consistent, and quality technical support for SHSU constituents experiencing technology issues and maintain accurate and thorough records of all interactions.

• Maintain confidentiality and security of data observed in carrying out job duties.
• Participate in, and provide recommendations for on, Service Desk continuous improvement efforts to better meet client or university needs.
• Write/Maintain Review documentation and/or flag for correction of knowledge articles using the IT Knowledge Base.
• Resolve incidents or fulfill service requests following the established policies and procedures while meeting the established Service Level Agreements or Operation Level Agreements.
• Actively participate in a collaborative team environment where ideas, resources, knowledge and mutual respect are shared.
• Other duties as assigned.

OTHER SPECIFICATIONS:The Service Desk is often an environment in which the employee will be exposed to fast-paced working conditions. The employee must be willing to accommodate these varying situations in addition to possessing the following essential skills:

• Good customer service, communication, and problem-solving skills.
• Dependability.
• Team-oriented.

Other Requirements for the Position

EDUCATION & EXPERIENCE REQUIREMENTS: Must be a current SHSU student enrolled in a minimum of six (6) semester hours with a SHSU GPA of 2.5 or greater. Must be able to demonstrate basic computer competencies and knowledge. IT, Service Desk or customer service job experience preferred. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered., **International Students - please visit the following website for more information on employment requirements and eligibility: https://www.shsu.edu/dept/global-engagement/international-students-and-scholars/employment.html.

Must be able to work 15 to 26 hours per week as well as the following times:

• Weekends from: 11:00 a.m. to 8:00 p.m.
• Monday through Thursday between 7:30 a.m. and 10:00 p.m.
• Fridays from 7:30 a.m. to 5:00 p.m.

Required fields are indicated with an asterisk (*).

1. • How many years of customer service experience do you have? + None + Less than 1 year + More than 1 year but less than 3 years + More than 3 years but less than 5 years + More than 5 years but less than 8 years + More than 8 years
2. • Are you willing to work a flexible schedule, which may include evenings and weekends? + Yes + No

3. What does providing exemplary service look like to you? (Open Ended Question)

4. • Are you currently enrolled as a student at Sam Houston State University? + Yes + No
5. • Are you CWS (College Work Study) eligible? + Yes + No + I do not know
6. • Do you currently live on campus? (Open Ended Question)
7. Are you available to work this summer? + Yes + No