"Technical Service Assistant"

About the Department

The Mason Card Office provides the university community with state approved identification credentials. Manages meal plan programs. Oversight of voluntary debit programs, and the subsidiary programs and services. Auditing of meal plans, and debit programs to maintain the highest level of data integrity. Provides customer service and marketing programs to enroll customers in appropriate plans and programs. Interacts with other campus departments to provide alternative methods to provide service in a cashless environment. Interacts with third-party and independent food service providers. Manages issuing university IDs, to provide high quality customer service, and secures process and inventory.

About the Position

The Technical Service Assistant provides excellent customer service to ensure all requests are handled quickly and effectively. The position is responsible for deploying and maintaining hardware and software on endpoint devices (registers, kiosks, credit card readers), troubleshooting network and hardware related issues, leading student workers on hardware installations and repairs, assisting the Technology Manager in supporting the environment and customers, assisting in the system administrator role, ensuring that all requests are handled in a timely manner, and working with vendors to ensure all systems are operational and all operations are compliant with George Mason University policy, as well as industry best practices (PCI specifically).

Responsibilities

• Technical Support/Maintenance:
  • Ensure proper day-to-day operation of technology applications and equipment, to include responding to trouble tickets, performing maintenance on applications, troubleshooting processes, and assisting the Technical Manager;
  • User/role management of applications; and
  • Assist in support of server maintenance and testing.
• Customer Support:
  • Provides technical assistance to end users by answering questions and troubleshooting issues while maintaining a professional manner;
  • Assists the Technical Manager in ensuring a high level of customer satisfaction is achieved; and
  • Assists users in support of applications and troubleshooting devices in field.
• System Maintenance:
  • Installs, tests, monitors, upgrades, troubleshoots, and repairs computer systems, networks, and peripherals, ensuring high uptimes and quick turnarounds.
• Account Management:
  • Manages user account information, including rights, security, and system groups.
• Documentation:
  • Documents interactions with end users, creates support/technical guidelines, and recommends improvements.

Required Qualifications

• Associate’s degree in related field, or equivalent combination of education and/or experience;
• Knowledge of PCI policies;
• Knowledge of Mobile device management software;
• Knowledge of GAAP, specifically in payment reconciliation; and
• Ability to troubleshoot networks and knowledge of TCP/IP, VLAN, and utilities associated with troubleshooting.

Preferred Qualifications

• Bachelor’s degree in related field; and
• Experience with managing large and complex projects involving multiple departments.

Instructions to Applicants

For full consideration, applicants must apply for the Technical Service Assistant at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a cover letter and resume for review.