hiring, managing, training, and mentoring students.

Minimum Qualifications

• Basic knowledge of Windows/OS troubleshooting, software installation, hardware repair, and network fundamentals
• Strong verbal and written communication, patience, empathy, and the ability to explain technical concepts to non-technical users
• Familiarity with ITSM or ticketing systems: Knowledge of how to document and manage support requests

Essential Functions

• Provides timely, friendly support as the first point of contact for IT issues. Diagnoses common hardware, software, and connectivity problems, resolves straightforward incidents on the first interaction, and documents and escalates more complex issues with clear notes and context.
• Creates, categorizes, and updates service tickets with accurate details and user impact. Routes requests to the appropriate teams and tracks progress to closure, keeping users informed of status and next steps
• Interviews, hires, trains, mentors, and manages student workers supporting the Help Desk and wepa print release. Assigns tasks, monitors performance and schedules, reinforces customer service standards, and fosters skill development to ensure consistent, high-quality support coverage.
• Assists with account provisioning tasks such as password resets, basic permissions, and multifactor authentication setup (e.g., Duo). Verifies identity, follows security procedures, and ensures users can access core systems and services.
• Leverages the knowledge base and service catalog in TeamDynamix to guide users to self-help solutions. Suggests improvements to articles and flags gaps where new documentation could reduce repeat requests. Works with Client Services staff and other IT staff to make improvements
• Works closely with other IT areas, including Client Technologies, Infrastructure, and Administrative Computing teams to resolve issues and learn best practices. Participates in training and knowledge-sharing to build technical skills and improve service quality.
• Builds and maintains strong working relationships across IT and the wider user community. Assists with problem resolution and advocates for user needs across the organization.
• Other duties as assigned.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience
• 1 to 3 years experience
• Strong diagnostic and research skills to solve problems independently