Work-Study IT Support Assistant

Position Summary: The Work-Study IT Support Assistant provides day-to-day technology support to staff and assists with coordinating IT services with the organization’s external IT provider. This position is ideal for a student with an interest in information technology, computer systems, troubleshooting, or technical support.

Essential Duties and Responsibilities: Provide basic technical support and troubleshooting for staff computers, printers, phones, internet connectivity, software, and other technology.

Respond to staff IT questions and assist with resolving common technical issues.

Serve as a liaison between staff and the organization’s external IT company when issues require additional support.

Submit, track, and follow up on IT support tickets with the external IT provider.

Communicate with the external IT company regarding ongoing technical issues and provide staff with updates.

Assist with setting up computers, monitors, printers, and other technology for new and existing employees.

Assist with user account, password, software, and access-related issues as appropriate.

Help maintain inventory of computers, technology equipment, and accessories.

Assist with routine technology updates, installations, and equipment maintenance.

Document common IT issues and solutions to help staff troubleshoot recurring problems.

Escalate security concerns, equipment failures, and issues beyond the scope of the position to the appropriate supervisor or external IT provider.

Maintain confidentiality when handling employee information, passwords, accounts, and organizational data.

Provide friendly, patient, and professional customer service to staff.

Perform other technology-related duties as assigned.

Qualifications: Current college or university student eligible for work-study.

Interest in IT, computer science, information systems, or a related field preferred.

Basic knowledge of computers, Windows/Mac operating systems, Microsoft Office, printers, and common workplace technology.

Strong troubleshooting and problem-solving skills.

Ability to communicate technical information clearly to individuals with varying levels of technical knowledge.

Comfortable working independently while knowing when to seek assistance.

Strong organizational and follow-up skills.

Ability to maintain confidentiality and handle sensitive information appropriately.

Preferred Skills: Experience troubleshooting computers or other technology, Familiarity with Microsoft 365, email systems, networking, printers, or basic hardware/software troubleshooting, Experience working with help-desk or ticketing systems, Ability to work professionally with an external IT vendor,

Physical/Work Requirements: Ability to work at a computer for extended periods, Ability to move or set up basic office technology and equipment as needed, Ability to work in an office environment and provide in-person support to staff,

Success in This Position: The successful student will be resourceful, dependable, patient, and comfortable with troubleshooting problems. The goal of this position is to provide staff with timely first-level IT support while ensuring that more complex issues are efficiently communicated to and resolved by the organization’s external IT provider.