Help Desk Assistant-SW
Posted Updated
Help Desk Assistant-Student Worker
Number of Openings: 7
Purpose/Objective of the Role:
To provide telephone, email, webchat, and walk-up support, as well as keeps online support resources up-to-date.
Technical Assistance and Support
- Answer Help Desk phone calls and web chat requests
- Answer email questions and requests for assistance that come in as tickets
- Assist with connecting devices to our campus networks
- Provide technical support to the campus community, using help resources provided
- Monitor email and web chat through online systems
- Check the status of online resources as needed
- Accurately escalate any unresolved problems to Information Services staff, according to documentation
- Keep the front lobby area clean and in acceptable condition
- Always enter the user’s name and contact info, along with the nature of their call
- Check voicemails that come in as Help Desk tickets
- Keep Information Services staff up-to-date on any concerns
Keeping Documentation Up-to-Date
- Edit and revise the Oh-Wooo Help Desk website (helpdesk.owu.edu) and internal department resources as needed
- Keep an editorial eye on any pages used and update when needed
- Share helpful tips & tricks found with the team and staff
Qualification/Skills
- Good communication, both written and oral
- Computer knowledge & troubleshooting (the more the better)
- Customer service (often more important than technical know-how)
- Initiative and ability to work independently
Potential Future Career Benefit
- Develop and improve customer service skills and communication skills
- Exposure to and familiarity with both IT industry and higher education field
- Gain professional references
NOTE: Employment sponsorship is not available for this position. Applicants must be currently authorized to work in the United States.
Application Instructions:
Complete the ADP application by selecting "Apply" button and answer all questions.
Supervisor: David Soliday
Commitment: Approximately 8-10 hours per week
Academic Year: Fall-26 & Spring 27