Job Description

• Responds to HelpDesk tickets and phone calls, working efficiently to resolve IT problems in a timely manner. Diagnoses, troubleshoots, and develops solutions to complex issues. Properly conveys to end-user the source of the problem and successful solution upon discovery. Works with and trains fellow team members to ensure tasks are completed. Escalates issues to higher IT team members when necessary.

• Supports IT services for College of Communication and Information faculty and staff, as well as all courses at the undergrad, graduate, and doctoral level. Provides support for computer labs and employee workstations.

• Helps maintain IT asset inventory, including loaning out equipment. Assists with IT asset evaluation and advises with new equipment purchasing.

• Produces documentation and training material for educating CCI faculty, staff, and students on new and existing processes, such as accessing software or using other available IT resources.

• Researches and develops new processes for optimizing HelpDesk business operations. Trains fellow members of HelpDesk.

Any skills they have with computers, but this is also a learning experience for them and helps them to get skills for future jobs.

• Technicians must be students in one of the CCI programs (information technology, communications, ICT, etc.).

• • We want to make sure our own students are given the opportunity of meaningful employment within their field of study.

• We prefer that any students that are hired do not graduate for at least a year after their start date.

• • This ensures that technicians are kept around long enough to retain and utilize their training and keeps the turnover rate low.

• • Technicians also need to be aware the CCI HelpDesk is open when the university is, especially during breaks.

• Applicants do not necessarily need extensive working experience with computers or troubleshooting.

• • Technical experience is certainly preferred, but the best quality an applicant can have is the willingness to learn!

• • Look for self-starters, eager learners, and motivated team players