Student Employee-IT Engagement-IT Service Desk (MAIN CAMPUS ONLY)

Posting Details Posting Information Requisition 202600126ST Title Student Employee-IT Engagement-IT Service Desk (MAIN

CAMPUS ONLY

) Employee Class Student Employee College Work Study Position No Department IT Engagement Division Information Technology Hours per week 15-26 Hiring Rate $10.00 Preferred Student Classification Freshman, Sophomores, and 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.

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. Other duties as assigned.

OTHER SPECIFICATIONS

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.

Work Schedule Requirements:

Must be able to work 15 to 26 hours per week as well as the following times: Weekends from: 11:00 a.m. to 8:00 p.m. Monday through Thursday between 7:30 a.m. and 10:00 p.m. Fridays from 7:30 a.m. to 5:00 p.m. Work hours will be scheduled within these timeframes based on departmental needs. Open Date 04/16/2026 Position Number Contact Information Contact Name & Title Norma Vazquez Contact Phone (936) 294-1950 Contact Email nev001@shsu.edu Contact Building & Room # AB1 145 Contact Fax Contact Instructions Summary EEO Statement EEO Statement Sam Houston State University is an Equal Employment Opportunity Employer and Smoke/Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, creed, ancestry, marital status, citizenship, color, national origin, sex, religion, age, disability, or protected veteran status. The University takes seriously the initiative to ensure equal opportunity in the workforce and to comply with Title VII as interpreted by the U.S. Supreme Court. 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. Annual Security and Fire Safety Report