Work Study - ITS

THIS POSITION IS OFFERED THROUGH THE FEDERAL WORK STUDY PROGRAM. IN ORDER TO BE CONSIDERED FOR THE POSITION YOU MUST MEET THE REQUIREMENTS OF THE PROGRAM. FOR MORE INFORMATION PLEASE VISIT

https://www.svcc.edu/students/finaid/available/work-study/work-study.pdf

FUNCTION OF THE JOB

This position provides first-level technical support to students, faculty, and staff. The ITS Work Study will respond to support requests via phone, email, and in-person, assisting users with computer hardware, software, network connectivity, and other technology-related issues. We are seeking candidates with a technical aptitude and strong problem-solving skills. Full training on our systems, software, and support procedures will be provided.

DUTIES AND RESPONSIBILITIES

Technical Support:

Respond to help desk tickets and support requests in a timely and professional manner Assist users with computer operation, software applications, and basic troubleshooting Provide support for wireless connectivity and network access issues Support users with email, printing, and shared drive access Escalate complex technical issues to senior IT staff as appropriate

Lab and Classroom Support:

Provide technical support in computer labs and enhanced classrooms Assist students and faculty with lab computers, software, and printers Monitor computer lab equipment and report malfunctions or needed repairs Perform basic maintenance tasks including loading printer paper and replacing toner cartridges

Equipment and Asset Management:

Track and document hardware and software issues Document support requests and resolutions in the help desk ticketing system Report broken or non-working computers, monitors, printers, and other equipment Assist with basic computer setup and configuration as needed Assist with checkout laptop imaging and preparation

User Training and Education:

Provide one-on-one instruction on basic software and hardware usage Create and maintain documentation and knowledge base articles

Other Responsibilities:

Maintain cleanliness and organization of computer labs and work areas Participate in student training sessions Other duties as assigned by ITS staff

Technical Skills:

Demonstrated technical aptitude and interest in information technology Basic understanding of computer hardware, software, and operating systems Ability to learn new technologies and systems quickly Problem-solving and analytical thinking skills

Communication Skills:

Professional verbal, telephone and written communication abilities Ability to explain technical concepts to non-technical users in a clear, patient manner Active listening skills and ability to ask clarifying questions

Personal Attributes:

Customer service oriented with a helpful, positive attitude Dependable, accurate, and detailed-oriented Self-motivated with the ability to work independently and as part of a team Organized with strong time management and prioritization skills Ability to multitask and manage multiple support requests simultaneously Maintains professionalism and confidentiality in all manners Must have a valid drivers license. Federal Work-Study provides part-time jobs for undergraduate and graduate students with financial need, allowing them to earn money to help pay education expenses. The program encourages community service work and work related to the student's course of study. Students participating in the Federal Work Study Program are paid minimum wage and can work up to 20 hours per week. The student is not guaranteed a set number of hours per week. In order to qualify for the Federal Work Study Program the student must: be enrolled half-time (or greater) at the College (half-time is 6cr for fall/spring and 3cr for summer) be enrolled in an eligible degree or certificate program be in good academic standing must have eligibility (financial need) as determined by the Free Application for Federal Student Aid (FAFSA). Some college coursework in Information Technology, Computer Science, or related field preferred.

PERSONAL INTERACTION

Daily contact with College personnel, faculty, students, and the general public in the routine performance of duties and departmental services.