Student Assistant - Help Desk Technician (ITS)

This is a student position responsible for assisting in providing technical support to university students, faculty, and/or staff. Position may be responsible for assisting in a variety of department functions including but not limited to maintaining printing supplies in student printing across campus, working with 3D printing services, assisting in computer labs, answering and resolving telephone help desk calls, receiving and releasing computers for service, and resolving computer hardware/software issues. Works under close supervision, with minimal latitude for the use of initiative and independent judgment.

QUALIFICATIONS The minimum education required for admittance as a student at Stephen F. Austin State University. No direct experience is required.

Training and instruction will be provided. ESSENTIAL JOB FUNCTIONS Assists with patron phone calls, answers and resolves help desk telephone calls, and directs other calls appropriately. Performs hardware/software maintenance on computers checked in by students.

Assists general patrons with technical needs. Works with other technical departments in troubleshooting activities. Assists with special projects as assigned.

NON-ESSENTIAL JOB FUNCTIONS Performs other related duties as assigned. REQUIRED KNOWLEDGE, SKILLS, AND ABILITIESThe individual must possess the following knowledge, skills, and abilities or be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation. Ability to communicate professionally and courteously with university faculty and staff, students, and the general public.

Ability to understand and follow instructions. Ability to deliver positive customer service experience. This position is located at the Help Desk inside the Lumberjack Learning Lab in the Library.

Ability to work 17-20 hours/week and up to 26.5 hours/week is required. Selected students will be required to complete a background check prior to starting work. Safety Statement A student must be enrolled in six or more semester hours to be eligible for student employment during the fall or spring semesters.

To be eligible for student employment during the summer, a student must be enrolled in three or more semester hours or be registered for courses in the upcoming fall semester. Student assistants may not hold any other type of position such as a graduate assistantship or temporary casual employment at the same time that they are employed as a student assistant.