Job Description:

Requisition:

202400106ST

Title:

IT@Sam Service Desk Student Worker Lead Worker- Main Campus

Employee Class:

Student Employee

College Work Study Position:

No

Department:

IT Engagement

Division:

Information Technology

Hours per week:

15-28

Hiring Rate:

$13.00

Preferred Student Classification:

Sophomores & 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. Collaborate with full time staff to assign tasks, set priorities, staff training and help oversee the day-to-day operations of the Service Desk. PRIMARY RESPONSIBILITIES.

• 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.


• Act as a mentor to other team members in ticket and service request resolution.


• Supporting the Service Desk Full Time Technicians by identifying patterns in incidents and reporting problems.


• Take on a leadership role by ensuring that tickets, e-mails, remote support sessions, chat sessions, and walk-ins are handled promptly.


• Assists in training new employees.


• Other duties as assigned.

OTHER SPECIFICATIONS: Must be able to work 15 to 26 hours per week. 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.

Open Date:

04/04/2024

Contact Name & Title:

Norma Vazquez

Contact Phone:

(936) 294-1950

Contact Email:

nev001@shsu.edu

Contact Building & Room #:

AB1 145

EEO Statement:

Sam Houston State University is an Equal Employment Opportunity/Affirmative Action Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, religion, sex, national origin, age, veteran status, disability status, sexual orientation, pregnancy, or gender identity or expression. Sam Houston State University is an "at will" employer. Employees with a contract will have additional terms and conditions. Security sensitive positions at SHSU require background checks in accordance with Education Code § 51.215.



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