Graduate Assistant, Service Desk

Base Pay Base Pay $7,000 stipend annually and 75% graduate tuition waiver Position Summary Information Position Summary Information Job Description Summary Reporting to the Service Desk Coordinator, the GA Service Desk will provide front-line technology support to end users (students, faculty, and staff) through the Service Desk via phone, email, online services, and in-person. Responsibilities Responsible to model the University Mission through dedicated job performance, service excellence, respectful collaboration, and active support of Catholic and Lasallian higher education. Answer Service Desk phone, check Service Desk voice mail and email, and respond to requests for service in a timely manner. Provide first-line support for all user issues, utilizing appropriate troubleshooting skills and accessing available resources, such as Help Files and knowledge bases. Assist users in a professional and cordial manner, utilizing appropriate language and tone of voice to convey concern, active listening, patience, and composure. Prepare call tickets in a timely manner for each occasion to assist users, providing complete and relevant information. Escalate tickets when needed to appropriate university staff. Maintain accuracy and accessibility of departmental data, including call tracking, and inventory Acquire and maintain good working knowledge of current versions of standardized software. Solicit user satisfaction information as appropriate and incorporate valid suggestions into activities Provide suggestions for training topics and support articles. Work with senior staff members on more difficult issues to improve troubleshooting skills Work hours include evenings and weekends. Perform other related duties as assigned. Preferred Qualifications Experience with Blackboard classroom software helpful; prior customer service or Service Desk (help desk) experience is preferred. Work hours Part-time, year round appointment, minimum of 20 hours per week; Evenings and weekends included Posting Number Posting Number S01789 Open Until Filled Yes Supplemental Questions Required Documents Resume Cover Letter Optional Documents Transcripts MAIN CAMPUS One University Parkway Romeoville, IL 60446-2200

• View phone number on click.appcast.io
• View phone number on click.appcast.io

#J-18808-Ljbffr Lewis University