Student Help Desk Support Associate

The Student Help Desk Assistant will perform basic office duties, provide customer service, and support for the University. The University Help Desk is a part of Information Technology Services., Typical duties include but are not limited to:

• Provide phone and walk-up counter support to the FGCU community
• Answer questions about hardware/software configurations.
• Remote troubleshooting.
• Help with testing of new services.
• Record work in the Help Desk ticketing system.

Other Duties

• Performs other job-related duties as assigned.

• Currently enrolled as a student at the University and in good academic standing.
• Experience providing excellent customer service in person and over the phone.
• Basic knowledge and understanding of computer use.
• Open availability Mon-Fri 7:00 a.m. - 10:00 p.m. and Saturday 8:00 a.m. - 5:00 p.m.

Preferred Qualifications

• Previous experience in a help desk role in a higher education environment.
• Coursework or training in IT disciplines covering computer applications, hardware, networking, systems or similar area.

Knowledge, Skills, & Abilities

• Promote a common purpose consistent with stated University goals and demonstrate a commitment to students and the learning environment.
• Possess the knowledge of general written standards and procedures utilized, and have the ability to read, interpret, and follow procedural and policy manual related to the job tasks.
• Demonstrate the ability to respond to supervision, guidance and direction in a positive, receptive manner and in accordance with stated policies.
• Provide quality customer service by creating a welcoming and supportive environment.
• Present a professional image in word, action and attire.
• Apply effective techniques to create working relationships with others to achieve common goals; successfully communicates and collaborates with others to achieve goals.
• Demonstrate skills necessary to look at situations and processes critically to make recommendations for improvement.