Summer IWS - Information Technology, Help Desk Assistant - 21-22

Working at a Helpdesk is a common entry point to a successful career in IT. This work study opportunity as a Helpdesk Assistant provides hands-on experience in learning remote diagnostic platforms, developing valuable customer service skills, and experience communicating as a professional team member.

Responsibilities:

  • Serve as the first point of contact: Receive Helpdesk ticket requests via the KACE platform from the website; incoming telephone requests, and walk-in customers.
  • Properly log a job ticket into KACE.
  • Respond to job tickets, place outbound calls to customers to identify technology concern/s. Listen closely to customers’ needs and issues. Utilize remote diagnostic tools such as KACE and Team Viewer to identify and log issues into the job ticket.
  • Trouble shoot, and talk customers through possible solutions to include answers to commonly asked questions and resolve common issues. Provide solutions to standard IT issues. Close tickets as resolved.
  • Should job tickets require specialized expertise, escalate the job ticket to refer to the appropriate IT team.
  • Facilitate lines of communication between the consumer and IT Department.
  • Perform various tasks as assigned in-office to include: mail receipt/processing, inventory/asset management, and courier/delivery of equipment.

Preferred Skills:

  • The 3 “p”s of customer service: professionalism, patience, and a “people-first” attitude
  • Willingness to learn customer service skills and new technologies
  • Strong, active listening ability
  • Attention to detail, and organizational skills
  • Timeliness and time management
  • Written & verbal communication skills
  • Team oriented
  • Basic computer knowledge and Microsoft software suite, Word, Excel

Work Schedule:

  • Monday – Friday, 8:00 am – 5:00 pm
  • Mornings preferred

Work Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:

• Heat

• Cold

• Dust

• Machinery

• Light intensity

• Electrical currents

 

Physical demands included here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Keyboarding

• Stooping/kneeling

• Crouching/crawling

• Pushing up to 40 lbs.

• Pulling up to 40 lbs.

• Lifting up to 40 lbs.

• Carrying up to 40 lb

Supervisor: Heather Stclair

Pay Rate:  $8.25/hr

Number of positions:  4

 To Apply, complete required sections and upload your academic schedule (and practice schedule) in addition to uploading your resume or complete and upload the document titled "Student Employment Application".

Important Notes: Resumes and applications will be reviewed to determine if you meet the required qualifications for the position. If it is determined that you meet the required qualifications, your application materials will be used to identify a top group of the most highly qualified candidates. The University of Pikeville is an equal opportunity employer committed to assembling a diverse, broadly trained faculty and staff. The University of Pikeville does not discriminate on the basis of race, ethnicity, color, sex, gender, gender identity, sexual orientation, religion, national origin, age or disabilities in its programs, activities, hiring, or the admission of students. Inquiries may be directed to the University of Pikeville Title IX Coordinator by calling 606-218-5344.

Date Posted: 05/04/2022
Department: Information Tech/Adm Computing
Employment Type: Part-Time (20 hours)
Position Type: Institutional Work Study
We are no longer taking applications for this position.