Student User Support Specialist *Remote Only*

Job Description

Information Technology seeks highly motivated, dedicated and energetic full-time, undergraduate students to work up to 20 hours during Fall/Spring semesters and up to 33 hours during Summer as a User Support Specialists.

The pay rate is highly competitive and Work Study eligibility is NOT a requirement for all position(s). All majors are welcome to apply.

Applicants must:

• Be Stevens Undergraduate Student; Rising Senior, Junior, or Sophomore ONLY.

• Be in good academic standing.

Qualifications

• Excellent communication and interpersonal skills are required, and of fundamental importance

• Capable of working in a fast paced, dynamic and highly collaborative environment

• Excellent customer service orientation required, and successful prior customer service experience a plus

• Demonstrated ability to quickly and thoroughly learn technologies, support processes, and user service techniques

• Strong analytical skills and ability to solve problems

• Competency in Microsoft technologies, including Windows and Office suite

• Competency in mainstream technologies including computer configurations, web browsers, the Internet, email, etc.

Hours

The work schedule is Monday - Friday 8:00 A.M. to 8:00 P.M. and Friday 8:00 A.M. to 7:30 P.M., though it may necessary to work weekend shifts as required.

Job Description

Information Technology seeks highly motivated, dedicated and energetic full-time, undergraduate students to work up to 33 hours per week during the summer and up to 20 hours during the fall and spring academic terms as a User Support Specialist.

The Information Technology User Support Specialist will provide tier-one (T-1) support to the Stevens user community. Successful candidates must possess excellent customer service and communication skills and is expected to effectively prioritize and execute multiple concurrent tasks with complete attention to detail. User Support Specialists are responsible for maintaining excellence in all aspects of the user experience concerning support and service. This position involves technical knowledge and the ability to understand, think logically and systematically, however the most important focus of this position is user service excellence and maintaining positive interactions with all users / customers. Therefore, individuals who may be highly technical but have inadequate communication and interpersonal skills would not be successful in this position. Students must also be highly reliable and accountable for the hours they are scheduled to work, and should be prepared to work shifts of at least three hours of length in this position. As a matter of course, individuals hired for this position must also be prepared to dress and conduct themselves as professionals.

Responsibilities

• Collect information through a customer conversation and/ or ticketing system, access support tools, and additional support staff (service resources) if needed to address the user's questions or needs.

• Ensure a professional and courteous customer experience and provide a single point-of-contact for the user

• Gain an in-depth understanding of all aspects of the department's operations and procedures

• Gather requirements, deliver and set up computers and/or printers ensuring continuity for the end-user, and provide other services as directed

• Update departmental documentation and ticketing system resources

• Provide support for various projects within Information Technology and the Stevens community as requested / directed

• Provide after hours and on-call support as needed

• Other duties as assigned

Department

Office of Client Support and Learning Technology Services

General Submission Guidelines:

Please submit an online application to be considered a candidate for any job at Stevens. Please attach a cover letter and resume with each application. Other requirements for consideration may depend on the job.

Academic Submission Guidelines:

Please submit:

• Cover letter

• Curriculum vitae

• Research statement

• Teaching statement that includes a) teaching interests, b) teaching philosophy, and c) a plan on how to create an inclusive environment for students of all backgrounds in terms of classroom teaching, student advising, and graduate student mentoring

• Contact info for at least 2-3 references (school-specific; please refer to job posting)

Still Have Questions?

If you have any questions regarding your application, please contact Jobs@Stevens.edu.

EEO Statement:

Stevens Institute of Technology is an Equal Opportunity Employer. Accordingly, Stevens adheres to an employment policy that prohibits discriminatory practices or harassment against candidates or employees based on legally impermissible factor(s) including, but not necessarily limited to, race, color, religion, creed, sex, national origin, nationality, citizenship status, age, ancestry, marital or domestic partnership or civil union status, familial status, affectional or sexual orientation, gender identity or expression, atypical cellular or blood trait, genetic information, pregnancy or pregnancy-related medical conditions, disability, or any protected military or veteran status.

Stevens is building a diverse faculty, staff, and student body and strongly encourages applications from people of all backgrounds. Stevens is a federal contractor under the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA) and the Rehabilitation Act of 1973, as well as other federal statutes.

NSF ADVANCE Institution Stevens values diversity and seeks candidates who will contribute to a welcoming and inclusive environment for students, faculty, and staff of all backgrounds. We are an NSF ADVANCE institution committed to equitable practices and policies and strongly encourage applications from women, racial and ethnic minority candidates, veterans, and individuals with disabilities.

Jeanne Clery Disclosure:

In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act), the Department of Public Safety is required to publish an annual security report which includes statistics mandated by the Clery Act. Click here for a copy of this report.