IT Helpdesk Student Technology Consulting Assistant

Job Title: Student Technology Consulting Assistant
Classification: Student Employee (non-exempt)
Name and Address of Employer: St. Olaf College 1520 St. Olaf Ave Northfield MN 55057
Department Name: Information Technology
Unit Number (5 digits): 14115
Length of Position: See Employment Authorization
Contact Person/Supervisor: Helpdesk Manager
Wage Range: $11.75-12.75/hour
Description of the Position: (Purpose of the Position):
To provide technical support for students faculty staff emeriti and guests of the college. Assist with curation and content creation of the TeamDynamix (TDX) Knowledge Base. All majors encouraged to apply.

Transferable Skills:
Customer Service
Problem Solving
Troubleshooting
Ability to stay calm in stressful situations
Active listening and document issue
Gather information to diagnose problems
Articulate solutions
Technical writing skills
Use of TeamDynamix ticketing system

Duties and Responsibilities:
Help customers who call chat or visit the Helpdesk
Document and respond to customers in the ticketing system
Contact faculty staff and students to follow up on support requests
Gather information identify the problem and research solutions to solve customer issues or escalate to appropriate IT team
Be on-time for assigned shifts plan for conflicts and communicate changes to Helpdesk Manager
Must have LinkedIn Learning access through Northfield Public Library for continuing education
Curate content in TDX knowledge base
Assist customers in their office or other areas of campus
Troubleshoot issues with multi-function copier. (MFC)
Delivering IT Equipment to customers
Create content for TDX knowledge base
Assist Technology Assistants as needed.
Assist with public computer labs maintenance

Qualifications: (Education/Experience/Skills)
Excellent customer service
Attention to detail
Skilled in problem solving
Ability to understand and articulate technical concepts
Strong initiative and reliability
IT Helpdesk experience outside of St. Olaf a plus
Must have a work award and be available to work 6-8 hours per week

This job description is for general information purposes. It is not intended to list all duties and responsibilities of the position. This job description is subject to change at any time by St. Olaf College with or without prior notice.