Part of our staffing is through Student Employment, Work Study, and Graduate Assistant positions. The responsibilities and requirements for each role are available here for anyone interested in applying.

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