Student Technology Assistant Job Description

Immediate Supervisor: Help Desk Manager, ITS

1. Answer the Help Desk phones in a courteous and friendly manner following the procedures in the handbook.
2. Handle walk-in questions.
3. Enter incoming calls in Support Suite (the Help Desk tracking software), including detailed information.
4. Participate in training prior to working real shifts.
5. Participate in student-run training programs/and or meetings during the semester.
6. Submit the Help Desk duty report at the end of each shift.
7. Follow procedures for urgent requests, including paging.
8. Routinely check voice mail, especially if you have left the Help Desk at any point during your shift.
9. Use any free time not needed to fulfill the above duties to do self-training to develop your knowledge and skills, walk around the lab or clean.

Knowledge and Experience: Familiarity with MACs and PC computers is important. This includes knowledge of commonly used languages (HTML) and common applications (Microsoft Office, Adobe applications, and various Browsers. Ability to analyze and solve problems is required. Experience in troubleshooting, hardware, network and software problems is desirable.

Goshen College specific computer experience is desired. Students with general computer experience with no Goshen College specific experience may be assigned a single shift during their first semester as a probationary/training experience.

Character: Student assistants must be trustworthy, reliable and show initiative. They should be able to work independently. The ability to communicate clearly in English both in person and over the telephone is necessary.

Extra Duties:  May include but are not limited to--Stocking paper and toner for lab printers, helping people one-on-one in the labs and maintaining and cleaning the labs.  Students seeking extra money can work on special projects for professors seeking help. Projects are assigned based on student's strengths.