IT Student Technician

GENERAL PURPOSE

The IT Student Technician position assists with supporting and maintaining the Associated Students computing environment. They are tasked with routine system maintenance and provide Tier 1 support for requests submitted to the A.S. ITS Help Desk. A.S. depends on each IT Technician to uphold cybersecurity and internal management policies.

ESSENTIAL DUTIES & RESPONSIBILITIES

Primary Functions

• Assists end-users with technology questions/issues
• Monitors the A.S. ITS Help Desk for new tickets and addresses them accordingly
• Conducts monthly system security updates/patching
• Performs initial account setup for new end-users
• Assists with the configuration and deployment of new computers and peripherals
• Troubleshoots failed and/or underperforming computers and peripherals
• Installs, configures, troubleshoots A.S. approved software

Administration

• Keeps A.S. ITS computer maps up to date
• Maintains ITS Wiki Page
• Assists with Fixed Asset Equipment Transaction Forms
• Assists with annual IT inventory and the disposal of old assets
• Assists with updating Computer Round Table Handbook

Customer Service and Collaboration

• Establishes and maintains working relationships with various A.S. and University departments
• Explains and discusses complex IT concepts to non-IT professionals in a simplified and comprehensive manner.
• Works with the IT team to troubleshoot issues and collaborate on projects

Safety

• Ensures all operations are conducted with safety of staff and customers as first priority, and in accordance with the Injury and Illness Prevention Plan and other safety policies
• Adheres to Associated Students' Code of Safe Practices
• Reports accidents to supervisor and reviews changes required to avoid reoccurrence Ensures completion proper documentation is completed for each accident (employee and/or non-employee) and forwards to supervisor
• Reports maintenance problems and/or broken and unsafe equipment to the appropriate party immediately

QUALIFICATIONS

Education

• Students must be enrolled in at least half-time units at SDSU (6 units undergraduate; 3 units graduate)
• International students must have full-time enrollment at SDSU (12 units undergraduate; 6 units graduate)
• Global Campus units do not meet the SDSU unit requirements.
• Must be in good academic standing
• Must be eligible to work in the United States
• Previous related coursework preferred

Experience

• Windows 11, and macOS troubleshooting and hardware/software configuration experience required
• Experience troubleshooting Windows and Mac systems in a help desk environment is preferred

Trainings

• Anti-Harassment training (must be completed within 30 days of hire)
• Workplace Violence Prevention Plan Training (Must be completed within 30 days of hire)
• Gender Awareness Training (Must be completed within 30 days of hire)
• IT-focused training modules such as cybersecurity, networking, and secure data handling may be assigned as necessary
• Network and hardware training in-office, as assigned
• Field troubleshooting training, as assigned

PERFORMANCE EXPECTATIONS

• Must be a self-starter and able to prioritize multiple simultaneous projects and meet deadlines
• Must have a general understanding of computers and their hardware components
• Must be proactive, positive, and conscientious of themselves and others at all times
• Must be able to work quickly and efficiently under pressure
• Know and adhere to the mission and goals of the Associated Students of San Diego State University

KNOWLEDGE, SKILLS & ABILITIES

• Ability to work well with people and a strong dedication to provide quality customer service in a prompt and courteous matter
• Ability to use critical thinking skills to solve problems independently.
• Ability to work in a fast-paced environment with frequent interruptions
• Ability to work well with diverse staff and customers required
• Proficiency with Windows, Mac, and Android operating systems
• Skillful with the installation and configuration of software products

SCHEDULE & WORKING CONDITIONS

This is a part-time position (maximum 20 hours/week) during the academic year, including summer break, with expected hours to be worked during business hours of Monday through Friday, 8 a.m. to 4:30 p.m.