Graduate Assistant, Information Technology

The Graduate Assistant in the Technology Support & Operations Department of the Office of Technology will provide support for University technology in regards to: PC & Apple hardware & software, Audio & Video equipment, networking, telephone, voice mail, CATV, assist with public computer lab administration and supervision.

Responsible to model the University Mission through dedicated job performance, service excellence to constituencies, respectful collaboration, and active support of the University's Mission in Catholic and Lasallian higher education.

-Perform technology-related duties across multiple aspects of technology which includes service desk, report development, server administration, IT security, application administration, and construction.
-Ability to install, configure, and provide basic training of PC/Mac applications.
-Ability to work independently and in team environments.
-Work closely with customers and end-users to ensure technology needs are fulfilled.
-Prepare and execute tickets in a timely manner for each service request to assist users, providing complete and relevant information, assigning and escalating to other Office of Technology staff as appropriate.
-Maintain accuracy and accessibility of departmental data, including call tracking, inventory, licenses, and other statistics as needed.
-Continue to preserve and grow knowledge of Service Desk procedures, products, and services.
-Assist in the training and mentoring of student employee staff
-Willing and able to work a flexible schedule including evening and weekend shifts.
-Perform any necessary diagnostic evaluation of the problem through contact with the user (either via telephone, e-mail or in person)
-Maintain all hardware in working order and update software in a timely manner
-Perform other related duties as assigned.

Bachelor's degree required. Must be enrolled, and maintain satisfactory performance in one of Lewis University's graduate programs. Must possess a strong working and technical knowledge of PC and Apple hardware and network systems, as well as practical experience in widely used software, such as MS Office, Outlook, Internet browsers and corresponding Operating Systems. Must be an effective communicator with a friendly, professional customer service-oriented manner; Must have a background of solving computer-related problems logically and methodically. Must be willing to cross-train and rotate job functions to gain a wider support perspective and breadth of expertise in meeting support needs. Must be able to lift 50 lbs. Ability to work well as a member of a team is essential.

Experience with Blackboard classroom software helpful; prior customer service or Service Desk (help desk) experience is preferred.

A minimum of 20 hours per week; year round appointment