Support Center Advisor

Support Center Advisor

Information Technology is seeking Dominican University students with strong leadership skills to serve as a Support Center Advisor. This role will be responsible for providing assistance and resolution for IT-related issues. A student employee in this position will have good communication skills, pay attention to detail, and take direction well. This role will maintain a high standard of customer service by ensuring accurate information is being provided and proper escalation is implemented. This role will also assist with various projects throughout the semester.

Job Components, Principle Duties and Responsibilities

• Utilize Support Center tools and applications when troubleshooting with a goal of resolving the client issue during their first contact;
• Creating detailed cases with all pertinent information for all client interactions while on duty;
• Print University IDs (Star Cards);
• Issue printer toners and complete the department chargeback process correctly;
• Responsible for checking out/in keys to IT staff using the key checkout application;
• Responsible for checking out/in equipment from our Equipment Loan Program to the University community using our equipment loan application;
• Provide technical training to clients in person and over the phone;
• Maintain classroom equipment as needed;
• Follow Support Center policies and procedures;
• Other duties as assigned

Education and Experience Applicants must currently be enrolled in an undergraduate or graduate program at Dominican University. Majors in Education, Marketing, Computer Science, Management Information Systems, Communication, or Fine Arts are greatly appreciated but are not required. An applicant should also be available to be employed for at least the next two years.

Language Ability Ability to communicate effectively and appropriately with students, faculty, and staff both orally and in writing is required. Interpersonal skills and abilities to sufficiently to deal with students, faculty, and staff in a wide variety of situations are a must. Reasoning Ability The ability to prioritize and manage multiple projects is mandatory, as well as working independently. The student employee must communicate clearly in writing and orally.

Skills Applicants should be hard-working, enthusiastic, responsible, and resourceful. Additionally, applicants should have several of the following technical skills:

• Knowledge and experience providing customer service via personal interaction, telephone, online chat or email desired;
• Ability to interact with unsatisfied clients and provide escalation when needed;
• Ability to take direction and complete a task or assignment;
• Ability to take initiative;
• Strong attention to detail;
• Strong written and verbal communication;
• Familiarity with Microsoft Office.

Must be enrolled at least part-time in a degree-seeking program at Dominican University. A background screening is required. Must be eligible for employment in the US.