ILS: IT Service Desk Assistant (S9710B)
Summary, Scope, and Responsibilities
The IT Service Desk Technology Assistant will be responsible for providing customer and technical computing assistance to clients within the Bates College Community. The Technology Assistant will work closely with the IT Service Desk Team and Senior Student Technology Assistants to provide superior assistance to the members of the college community. As a Technology Assistant, you will be responsible for troubleshooting, researching and resolving issues related to computer hardware, and software.
Specific responsibilities include but may not be limited to:
- Researches, resolves, and responds to client service requests within a timely manner.
- Works closely with the IT Service Desk Services Team to develop and maintain high levels of quality services and documentation.
- Analyzes hardware, software, and networking problems, and then decides on the action to be taken.
- Provides services during evenings and weekends when required
- Dispatches other resources as necessary.
- Communicates critical information to the IT Service Desk Services Team, IT Service Desk Support Partners and Management concerning system interruptions and problems.
- Participates in team projects that enhance the quality or efficiency of the IT Service Desk.
- Participates in IT Service Desk monthly team meetings, and professional growth training.
- Troubleshoots and maintains all printer related issues
- Maintains professional and courteous behavior to all clients and coworkers
- Maintains clean and sanitary work space
- Other duties as assigned.
The Basics
Department:Information and Library Services
Supervisor:
Keith Hord
Office Location:
IT Service Desk Ladd Library
Email:
khord@bates.edu
Pay Grade:
B
Hours:
8
Workers:
15-20
Qualifications, Requirements, and Responsibilities
Responsibilities
Requirements
An aptitude for providing excellent customer services. Excellent communication skills. Comfortable working with a broad range of technology and software. Ability to quickly search for problem descriptions and sift through large search results for accurate problem resolutions. Familiarity with Macintosh and Windows operating systems. Experience with a range of common desktop applications like Microsoft Office, Internet Explorer, Mozilla Firefox, Mozilla Thunderbird, Anti-Virus and Anti-Spyware software. Responsible with time management. Desire to learn and succeed.
Desired: The assistant must possess the ability to work well with other people, including students, faculty and staff. Strong interpersonal, organizational and documentation skills. Familiarity with UNIX/Linux. Knowledge and experience with backing up computers and re-installing Operating Systems from scratch.