STS Level I Tech

Title: STS Level I Tech
Department:  Service Desk, Student Technology Services
Reports To: STS Assistant Director
Salary: $10.50-$11.25/hour – commensurable with experience ; 6 – 20 hours/week

Position Summary: The Level I Student Tech provides a number of different roles in support of technologies for the student population at Washington University. The roles include: providing first level technical support in response to incident tickets or other requests at the STS Service Desk; performing laptop troubleshooting and maintenance. Opportunities for advancement include Level II Tech and Student Manager positions for qualified Level I Techs upon fulfilling role for 1 year.

Job Duties:

  • Level I Direct Support
    • Provide hands-on networking support to students as requested
    • Provide direct support to students with their computers or lab computers
    • Resolve or escalate incident tickets as assigned
    • Assist with virus removal, data backup and OS troubleshooting on student computers
  • Service Desk
    • Provide support for all equipment at the Service Desk
    • Answer communications (Phone, Email, Walk-In)
    • Resolve or escalate and document via ServiceNow
    • Open and close Service Desk using proper procedures
    • Maintain security of equipment and space
    • Attend all required meetings and training sessions
    • Other duties as assigned

Accountability:

  • Incident tickets resolved and follow-through assured
  • Desk opened and closed using proper procedures
  • Area security maintained
  • Prompt notification of system outages
  • Required meetings and training attended
  • Inventory levels maintained
  • Systems are on-line and secure

Qualifications:

      • Experience with Mac OS and Windows
      • O365 experience
      • Demonstrated experience performing laptop troubleshooting and maintenance
      • Meet basic STaRS hiring criteria: full time student with at least a 2.5 cumulative GPA in good academic and judicial standing
      • Demonstrated customer focus
      • Ability to work well independently and as a member of team
      • Ability to quickly learn and apply new technical concepts
      • Ability to multitask
      • Knowledge of computers and networks
      • Excellent communication and organizational skills
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