Student Assistant (IT Service Desk)

The Student Assistant at the IT Service Desk provides frontline technical support to students, faculty, and staff. Responsibilities include troubleshooting common technology issues, processing service requests, and assisting walk-in customers. Student Assistants help maintain an efficient, customer-focused service desk by performing intake, conducting basic diagnostics, and documenting support activities., * Perform initial diagnostics and resolve Tier 0/Tier 1 issues when possible.

• Provide basic troubleshooting for Windows, macOS, mobile devices, email, Wi-Fi, and account login issues.
• Assist customers with password resets, MFA enrollment, and account access support in accordance with university procedures.
• Escalate advanced issues to full-time IT staff or other IT support teams.
• Create, update, and close support tickets in the IT ticketing system.
• Gather detailed information from customers to accurately document issues.
• Maintain accurate notes and ticket updates for all interactions.
• Communicate clearly and professionally with customers via phone, email, or chat.
• Perform additional responsibilities as assigned.

• Must be a currently enrolled Lamar University student in good academic standing.
• Matriculated student pursuing a minimum of 12 credits per semester in a degree program, with at least two years remaining until graduation.
• Minimum of six months of customer service experience.
• Familiarity with modern operating systems (Windows, macOS) and cloud services.
• Awareness of university IT resources such as LU email, Wi-Fi, OneDrive, and Blackboard.
• Ability to follow instructions, learn new procedures quickly, and work independently when necessary.
• Reliable, punctual, and able to work scheduled shifts.
• Ability to handle confidential information appropriately., * Excellent customer service skills.
• Strong verbal and written communication abilities.
• Attention to detail with strong organizational and multitasking skills.
• Knowledge of computer software systems, including databases, office applications, and operating systems.
• Ability to communicate effectively, assist customers in resolving issues, and ensure a positive experience.
• Strong aptitude and initiative for learning new technologies and processes.
• Ability to work collaboratively in a team environment; must be a team player.

Physical Requirements:

• Ability to move and lift materials and equipment weighing up to 25 pounds.
• Good physical condition with strong mental agility for quick problem-solving.

Work Hours:

• Maximum of 20 hours per week, with scheduling flexibility to accommodate class commitments.
• Continued employment opportunities during summer and winter breaks.

Lamar University is An Equal Opportunity Employer

Lamar University is proud to provide employment preference to veteran applicants in accordance with Texas 805 Government Code, Section 657.003.

This position is security-sensitive and thereby subject to the provisions of the Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information.