Nanook Technology Services Service Desk Student Assistant

Service Desk Student Assistant

Are you a tech-savvy University of Alaska Fairbanks (UAF) student with a passion for helping others? Nanook Technology Services (NTS) is looking for Service Desk Student Assistants to join our team! This is an excellent opportunity to gain hands-on IT experience in a dynamic, in-person environment, serving your fellow students, faculty, and staff.

As a Service Desk Student Assistant, you will be the first point of contact for technology support, providing essential desktop support and front-line troubleshooting for the UAF community. You'll play a crucial role in helping users navigate and utilize the UA technology infrastructure, from the comprehensive suite of Google applications to Windows and macOS environments, web browsers, and mobile devices.

This role is perfect for someone eager to learn and grow their IT skills in a supportive, educational setting. You'll collaborate with full-time staff, utilize enterprise-level tools, and develop a holistic understanding of the UA System's IT infrastructure, all while ensuring our customers feel heard and supported.

Above all, prospective applicants should be eager to work collaboratively with our team in an open and honest manner. At the NTS Service Desk, we provide the best support by working as a team that is greater than the sum of its parts!

What You'll Do: Provide first-class customer support as the initial contact for IT inquiries, ensuring a positive experience for all users. Perform first-level troubleshooting for a wide range of technical issues, including problems with Google applications, Windows and macOS operating systems, network connectivity, and mobile devices. Utilize and learn enterprise IT tools such as Google Admin tools, Active Directory, Remote Desktop Clients, and our Enterprise Ticketing System to resolve issues and manage support requests efficiently. Assist users with account access, software installations, and basic hardware queries. Communicate professionally and courteously with customers over the phone and in person. Develop a holistic understanding of the UA System's IT infrastructure and advocate for customer needs by voicing and escalating concerns appropriately. Work independently and efficiently in a fast-paced environment.

To thrive in this role , you will need to bring the following skills to the team:

• Customer-oriented and friendly individual who can deal with occasional stressful situations with grace.
• Basic understanding of technology and major desktop (Windows, macOS) and mobile operating systems.
• Eagerness and willingness to learn new technologies and IT support processes.
• Excellent communication and customer service skills , with the ability to communicate effectively over the phone and in person.
• Demonstrated problem-solving skills to identify, prioritize, and resolve operational issues promptly. Ability to communicate with customers using tact and discretion.

Minimum Qualifications:

• Experience sufficient to be able to learn skills in information systems technology and customer service.
• High School Diploma or Equivalent
• Experience in the use of modern operating system software and technology hardware.
• Applicant should be enrolled as a student in a minimum of 6 credits with a minimum GPA of 2.0, or a newly enrolled student, or the intent to enroll in 6 credit hours during the upcoming semester

Preferred Qualifications:

Prior customer service or technical aptitude is desired but not required; NTS is committed to investing in your training and career development.

Position Details:

This position is located fully on-site on the University of Alaska Fairbanks Troth Yeddha' campus in Fairbanks, Alaska. This is a part-time student position offering up to 20 hours per week while school is in session. Additional hours may be available during summer and winter breaks. The starting hourly rate is $16.00/hr with compensation commensurate with experience and assigned work.

Special Instructions to Applicants:

This is a pooled position, and applications are reviewed as needed. Submission of an application does not guarantee review or a job offer.

Please attach a resume, cover letter and at least 3 references with your application.

If you have any questions regarding this position, please contact Lee Ann Amerson, Nanook Technology Services HR Coordinator, at View email address on click.appcast.io.