Technical Services Technician 

• Work at the Sacred Heart University IT Help Desk locations and/or in the IT Call Center to provide basic IT support for all university members through in-person, remote, and on-site support
• IT Help Desk locations are at the Main Academic Building, West Campus, and Center for Health Education. The IT Call Center is in the Main Academic Building.
• Reports to the Support Services Technician and Help Desk Supervisor
• Work Study positions available with possibility to transition to Student Employment
• Internship positions available with additional responsibilities and requirements depending on a student's course/major

Responsibilities

• Provide basic IT services to all members of the university at the Help Desk, in the Call Center, or on-site
• Assist university members (faculty, staff, students, etc.) with Level 1 IT issues in classrooms, presentation spaces, and offices
• Create support tickets, perform basic diagnostics and troubleshooting, work on various laptops and mobile devices, and assist with accounts, networking, and software issues
• Collect and record necessary information while working on support tickets
• Work with other Technicians, Graduate Assistants, and full-time Specialists to accomplish tasks and projects
• Obtain and utilize IT knowledge to provide the best IT support to the university
• Represent the IT Department by providing great customer service
• Demonstrate responsibility and accountability in all aspects of the job
• Follow all Sacred Heart University policies and the IT Service Desk Staff Policy

Requirements

• Enrollment in at least one (1) course at Sacred Heart University
• Basic technology experience, knowledge, and interest
• Ability to work as scheduled for the semester or break
• Ability to work 6 to 18 hours per week during the semester
• Winter and Summer break work is available but not required, 0 to 35 hours per week

Hours

Hours depend on your availability and coverage needs for the IT Help Desk / Call Center. Current IT department hours are listed below but are subject to change depending on class scheduling.

Courses in session

• Monday to Friday: 7:30am – 9:00pm
• Saturday: 8:00am – 6:00pm
• Sunday: 9:00am – 1:00pm

Courses not in session (Winter/Summer breaks)

• Monday to Friday: 8:30am – 4:30pm
• Saturday: 8:00am – 4:00pm

Junior Technical Services Technician

• Includes all of the details and responsibilities of the standard Technical Services Technician position in addition to the following responsibilities
• Must have worked as a Technician for at least 3 months with exceptional performance to be considered for Junior level
• Promotion is not guaranteed and must be pursued, validated, and available

Responsibilities

• Manage the ticket queue (updates, escalation, management)
• Serve as role models for new and current employees
• Mentor new Technicians during their training
• Work with other Junior, Senior, and full-time technicians on special projects, claims, and simple repairs
• Work at least 12 hours per week

Senior Technical Services Technician

• Includes all of the details and responsibilities of the standard and Junior Technical Services Technician positions in addition to the following responsibilities
• Must have worked as a Technician for at least 1 year or as a Junior Technician for at least 9 months with exceptional performance to be considered for Senior level
• Promotion is not guaranteed and must be pursued, validated, and available

Responsibilities

• Mentor new and Junior Technicians during their training
• Assist with advanced issues, requests, and projects
• Assist with location maintenance and presentation
• Help with further ticket management and escalation
• Work at least 15 hours per week

Technical Support Services Graduate Assistant

Assist the full-time Factory staff in daily functions and work with our Technical Services Technicians.

Responsibilities

• Assist full-time Factory Technicians in all areas of support where needed
• Daily monitoring, management, escalation and updating of the incidents in the ticket queue
• Assist the full-time technicians with following up on any tickets, calls and emails to ensure customer satisfaction via phone, email, and in-person
• Provide technical service when and where applicable:
• Troubleshoot student, staff, and faculty devices remotely or in-person
• Perform on-site visits to address technical concerns in any university space
• Assist Mobile Computing in preparing for use and tracking university devices
• Oversee Level 1 Student Worker technicians when and where applicable:
• Provide support, training, and guidance
• Scheduling and work hours tracking
• Track and report on Call Center and Help Desk activity
• Work with the Help Desk Supervisor:
• Help broaden the Call Center knowledge base on Share Point (Wiki)
• Work on Special Projects
• Report on the state of the Call Center and Help Desk when and where applicable

Requirements

• Strong communication skills (reading, writing, and speaking)
• Excellent customer service and support skills
• Excellent teamwork and organization skills
• Microsoft Office application suite
• Working knowledge of current desktop and laptop operating systems
• Technical knowledge and inclination
• Experience in IT Help Desk, IT Call Center, and other technical environments is a plus
• Knowledge of networking environment is a plus
• Knowledge of Blackboard is a plus
• Hardware knowledge is a plus