(Student) Student Technical Support Asst

At Davenport University, we know what it takes to be successful. With over 150 years of providing quality education under our belts, thousands of Davenport graduates are making an impact on the world with the knowledge and skills they learned here. Our team of faculty and staff collaborate to make this possible. Joining DU means growing and advancing your own career, while making a lasting impact on our students, colleagues and the communities in which we serve. Would you like to be part of our success? It all starts here!

(Student) Student Technical Support Asst

WORK LOCATION:  Warren

DEPARTMENT:  IT-Customer Support Center

POSITION PAY RANGE:  $13.73

TARGET HIRING RANGE:  Actual pay offered will be commensurate with candidate qualifications and experience, the type of role, pay equity and available funding.

SUMMARY:

The Student Technical Support Assistant provides technology support for students and staff in a number of areas including: the student/staff portal, SOS, network logins, and Wi-Fi connections. The Student Technical Support Assistant will also work closely with the ITS Customer Support Team to provide crossover support whenever necessary. These responsibilities are performed in an ethical manner consistent with the University’s mission, vision, and values which include diversity, equity and inclusion.

RESPONSIBILITIES:

1. Provide technology support for DU students/ staff on Davenport University Standard Desktop Images.
2. Reset passwords and assist with logging in to DU computers.
3. Work closely with ITS Customer Support Team in resolving student hardware and software issues.
4. Assist the ITS Customer Support Team when needed.
5. Log all calls in online problem tracking and reporting system.
6. Work closely with ITS Customer Support Team to ensure compliance with Davenport University ITS equipment and application standards.
7. Investigate and aid in the selection of new solutions to improve support for Davenport University students.
8. Track recurring problems and recommend solutions.
9. Follow-up with customers on calls to ensure resolution of problem and complete customer satisfaction.
10. Provide GREAT customer service, anticipating and exceeding the needs of our customers.
11. Demonstrate and promote the University Cultural Values
12. Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC and national affiliations associated within athletics or other role specific regulations.
13. Perform other duties as assigned.

QUALIFICATIONS:

• Associates Degree recommended, but not required.
• Must be enrolled in a minimum of 6 credits as an undergraduate student or 3 credits as a graduate student.
• Must be meeting Standards of Academic Progress (SAP).
• Minimum of one year of network, PC hardware/software, and help desk experience desirable.
• Experience with Microsoft Windows, related applications, and Google apps.
• Experience with installation and maintenance of PC hardware and related equipment desirable.
• Experience in support of LAN based PC environment preferred.
• Ability to effectively plan, develop goals, meet deadlines, and accomplish goals while prioritizing workloads.
• Excellent interpersonal skills that transcend diverse audiences; communicating to university customers with positive attitudes toward change, confidentiality, and conflict resolution.
• Must be highly motivated and solution oriented with a high degree of integrity, ethics, and dedication to the mission of the University.
• Must be able to work an irregular schedule, evenings or Saturday as needed, additional hours during peak times or as required.
• Business office environment. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain).

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