Help Desk Assistant-SW

Help Desk Assistant-Student Worker

Number of Openings: 7

Purpose/Objective of the Role:

To provide telephone, email, webchat, and walk-up support, as well as keeps online support resources up-to-date.

Technical Assistance and Support

• Answer Help Desk phone calls and web chat requests
• Answer email questions and requests for assistance that come in as tickets
• Assist with connecting devices to our campus networks
• Provide technical support to the campus community, using help resources provided
• Monitor email and web chat through online systems
• Check the status of online resources as needed
• Accurately escalate any unresolved problems to Information Services staff, according to documentation
• Keep the front lobby area clean and in acceptable condition
• Always enter the user's name and contact info, along with the nature of their call
• Check voicemails that come in as Help Desk tickets
• Keep Information Services staff up-to-date on any concerns

Keeping Documentation Up-to-Date

• Edit and revise the Oh-Wooo Help Desk website (helpdesk.owu.edu) and internal department resources as needed
• Keep an editorial eye on any pages used and update when needed
• Share helpful tips & tricks found with the team and staff

Qualification/Skills

• Good communication, both written and oral
• Computer knowledge & troubleshooting (the more the better)
• Customer service (often more important than technical know-how)
• Initiative and ability to work independently

Potential Future Career Benefit

• Develop and improve customer service skills and communication skills
• Exposure to and familiarity with both IT industry and higher education field
• Gain professional references

NOTE: Employment sponsorship is not available for this position. Applicants must be currently authorized to work in the United States.

Application Instructions:

Complete the ADP application by selecting "Apply" button and answer all questions.

Supervisor: David Soliday

Commitment: Approximately 8-10 hours per week

Academic Year: Fall-26 & Spring 27