Student Worker, IT Help Desk Technician --...

McDaniel College - Westminster, MD

Full-time - Entry Level

Westminster, MD

Educational Services

About the position

The IT Help Desk Technician position at McDaniel College is designed for current students enrolled at the institution, specifically those eligible for work study and campus employment. This role is crucial in providing first-level troubleshooting and support for various technologies utilized by students, staff, and faculty. The technician will be stationed at the Hoover Library and will report directly to Wes Yerkes in the Information Technology department. The appointment duration is from August 7, 2024, to May 21, 2025, with a schedule that is flexible and determined by the supervisor. In this role, the technician will serve as the first point of contact for users experiencing hardware, software, and application issues. Responsibilities include capturing critical information for the Help Desk ticketing system, which will facilitate the escalation of unresolved issues to second-tier technical support. The technician will also act as a liaison between customers and internal support staff, ensuring that communication is maintained throughout the resolution process. Additionally, the technician will contribute to the Help Desk's knowledge base, documenting troubleshooting reference information to assist in future problem resolution. The position requires adherence to all policies related to the Help Desk and Information Technology, as well as the responsible use of IT resources on campus. This role not only provides valuable experience in a technical support environment but also fosters skills in customer service, communication, and problem-solving, making it an excellent opportunity for students looking to enhance their professional development while contributing to the campus community.

Responsibilities

• Provide first-level contact and problem resolution for all users with hardware, software, and applications problems.
• Capture critical information for the Help Desk ticketing system to escalate issues to second-tier technical support.
• Act as a liaison between customers and internal support staff to ensure accurate and timely resolution of problems.
• Maintain communication with customers throughout the lifecycle of their issue resolution process.
• Contribute to the growing knowledge base of troubleshooting reference information maintained by the Help Desk.
• Adhere to and enforce all policies related to the Help Desk, Information Technology, and responsible use of IT resources on campus.

Requirements

• Current undergraduate student at McDaniel College.
• Some experience supporting and troubleshooting technology, and a willingness to learn.
• Able to communicate effectively over the phone and maintain a courteous demeanor with users.
• Ability to deal with difficult situations in a calm and professional manner.
• Friendly presence and helpful attitude are a must.
• Ability to write clearly and concisely with strong organizational skills.
• Ability to manage a constantly changing flow of traffic and work.
• Experience supporting desktop operating systems and good general knowledge of the full suite of Microsoft applications.
• Ability to learn quickly and apply information effectively.
• Solid problem-solving abilities, strong analytical, troubleshooting, and reasoning skills.
• Ability to work independently with minimal supervision.