(Student) Student IT Support Tech

CLASSIFICATION:  Student Employee

STATUS: Temporary, Non-exempt

DEPARTMENT: ITS - Customer Support

LOCATION: Grand Rapids, Lettinga Campus

REPORTS TO: Manager - Customer Support/Training

SUMMARY:

The Student IT Support Technician provides technology support for students and staff in a number of areas including:  the student/staff portal, SSO, 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 Davenport University students, faculty, and staff.
2. Reset passwords and assist with logging in to DU computers.
3. Assist the ITS Customer Support Center and Campus IT teams.
4. Log all calls in the online problem tracking and reporting system.
5. Investigate and aid in the selection of new solutions to improve support for Davenport University students.
6. Follow-up with customers on calls to ensure resolution of problems and complete customer satisfaction.
7. Provide GREAT customer service, anticipating and exceeding the needs of our customers.
8. Demonstrate and promote the University Cultural Values
9. Understand and abide by all external and internal regulations and policies. This includes FERPA, NCAA, GLIAC and national affiliations associated within athletics or other role specific regulations.
10. Perform other duties as assigned.

QUALIFICATIONS:

• 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).
• Experience with Microsoft Windows, related applications, and Google Workspace apps.
• Excellent interpersonal skills with positive attitudes toward change, confidentiality, customer service, and conflict resolution.
• Must be motivated and solution oriented with a high degree of integrity, ethics, reliability, responsibility, and dedication to the mission of the University.
• Willingness to learn about installation and maintenance of PC hardware and related equipment.
• Willingness to learn how to operate and troubleshoot issues with audio-visual (A/V) equipment for presentations and events.
• Business office environment. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain).