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

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: 08/04/2026

Contact Name & Title: Norma Vazquez

Contact Phone: (936) 294-1950

Contact Email: nev001@shsu.edu

Contact Building & Room #: AB1 145

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.

Organization

About Sam Houston State University

For more than 140 years, Sam Houston State University has been preparing students for meaningful lives of achievement. Its motto, "The measure of a Life is its Service," resonates among its 21,000 students, eight colleges and well beyond its historical roots through research, creative endeavors, service learning, volunteering and more.

SHSU is an institution whose mission is to provide high quality education, scholarship, and service to students. With over 90 bachelor degrees, 50 master’s, and 11 doctoral programs—including the nation’s first Ph.D. in forensic science, SHSU provides an exceptional college experience for every student: traditional or non-traditional; first generation; international; or online.

Service to self and others is paramount at SHSU and reflected in all university organizations and programs. In fact, the university was named to USA Today’s Top 50 in the U.S. for “commitment to civic engagement and global awareness,” in addition to being classified a "Community Engaged Campus" by the Carnegie Commission on Higher Education. This honor, bestowed to only 311 public institutions nationwide, acknowledges the university's significant commitment to service.

Sam Houston State University has a small town feel with large scale opportunities. Located in the Piney Woods region of East Texas, Huntsville provides area residents with a sense of community and belonging, although just an hour drive north of Houston.

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.

Member The Texas State University System