S/L - Computer Lab Assistant

Westminster University

Computer Lab Assistant- Information Services

Student Employment

Position Summary

Computer lab employees will be expected to have a basic knowledge of technology and customer service skills. This knowledge will be used to answer phones and help troubleshoot basic problems. They will help with in-person, online, and over-the-phone troubleshooting problems. Individuals in this position will be expected to be friendly and have a positive attitude. This job will have shifts that vary morning, night, and weekends.

Required Qualifications

• Customer service skills

• Time management skills

• Excellent communication skills, both verbal and written

• Ability to learn to troubleshoot basic technical difficulties

• Proper phone etiquette

Primary Responsibilities

1.The Help Desk, Lab, and Classrooms

• Working at the front desk: Providing support to patrons in person and over the phone.

• Providing quick response time to answering phones, visiting classrooms, and responding to technical issues.

• Creating Help Desk tickets through the Information Services (IS) ticketing software, Jira.

• Unjamming printers, installing printer ink, general troubleshooting of printers.

• Securely and responsibly checking out laptops, laptop chargers, and adapters.
  2.Working Relationships

• The rest of the IS team, but primarily the Help Desk Supervisor and the Technology Support Manager.

• Patrons, other student employees, including times we have double coverage and have two student workers behind the Help Desk.

• During the Fall and Spring semesters, the Help Desk is open 7:30am-11pm Mon-Thurs, 7:30am-5pm Fri, 11am-5pm Sat, and 12pm-8pm Sun. Based on availability, shifts may include early morning, late night, or weekend hours.

• During the Summer semester, the Help Desk is open 8am-8pm Mon-Thurs, 8am-5pm Fri, and 12pm-6pm Sun. Based on availability, shifts may include morning, night, or weekend hours.

3.Learning Outcomes

• Student employees in the role of Computer Lab Assistant will be able to take away the following skills from working in this position:

• Customer Service

• Critical Thinking

• Communication Skills

• Teamwork

• Troubleshooting/Problem-Solving
  4.Functional Exposure

• Functional exposure is the systems, programs, other areas of campus, or off-campus organizations that this role will have exposure to:

• Jira (ticketing software)

• Microsoft Office 365, including Microsoft Teams

• Community phone calls including students, faculty, staff, parents, vendors, and prospective students

• Service calls to vendors (Ricoh, Dex Imaging - printers)

• Knowledge of basic campus functionality (to be able to effectively transfer calls to the right department)

Diversity and Inclusion

Promote an Inclusive Westminster through demonstration of the commitments included in the Westminster University Diversity Statement. Participate in developmental activities to increase understanding and awareness of issues related to diversity, equity, and Inclusion both individually and as related to my field of work, profession, or discipline.