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Northwest Missouri State University


Student Employment Program - Job Description

Job Title

Technology Support Assistant

Department

Client Computing/Information Technology

Job Description

Provide quality and professional customer service to Northwest stakeholders when interacting with Northwest computing resources; Assistance may include setup of personal devices to access the campus network, loading of campus computers, installing software and printers, assisting in documentation creation, training materials, and conducting training workshops; Additional duties include, but are not limited to, writing and editing articles for technology newsletter, answering questions about software applications and hardware in person, over the phone and online, taking and creating work orders, basic hardware repair, loadset creation and inventory control.

Duties and Responsibilities:

  • Answer questions about software applications
  • Maintain security of computer equipment, lab and service center during scheduled hours
  • Answer the phone, take messages, transfer calls and log work orders
  • Swap and reload notebook computers
  • Reload and maintain lab computers
  • Basic repairing of machines and diagnosing problems
  • Assist with inventory
  • System and printer installation
  • Develop and present workshop regarding Northwest Computer Network policies and procedures especially pertinent to new students
  • Assist with Freshman Advantage programming and activities, including but not limited to conducting computer training sessions, notebook handouts and residence hall move-in
  • Develop, produce, and post technology related newsletter articles
  • Assist in development and implementation of creative ways to inform and promote department services
  • Assist customers with installation and set up of personal computing devices for connection to the Northwest campus network such as smart phones, laptops, hubs, Ethernet cables and printers
  • Maintain regular communication with Information Technology staff
  • Attend staff/team meetings
  • Follow Information Technology procedures particularly for trouble call logging and policy violation documenting
  • Occasional driving of University vehicles required
  • Other duties as assigned

Communications:

  • Utilize effective oral communications when answering questions
  • Communicate technical information in user-friendly terms and language
  • Able to rephrase information
  • Inform technicians of mechanical and/or software failures
  • Able to communicate technical information in a creative, written format
  • Apply English fundamentals when creating and editing documentation and other written forms of communication

Critical/Creative Thinking and Problem Solving:

  • Follow detailed directions, both oral and written
  • Resolve needs of clients using knowledge of departmental and campus resources
  • Troubleshoot hardware/software problems
  • Diagnose problems
  • Adhere to and apply appropriate processes and procedures

Computer:

  • Basic knowledge of Windows 7, Windows 8, Mac OS
  • Experience with Microsoft Office (Word, Excel, PowerPoint, Access), Internet Explorer, Google Chrome, Microsoft Office 365, Web-based Exchange Email, Adobe Dreamweaver, Adobe Photoshop, Microsoft Outlook, HTML, SPSS, helpdesk management software, image development software
  • Familiarity with the Northwest campus computer network including setting up personal devices to access secure wireless network
  • Understand fundamental hardware components with printers, scanners, notebook computers, USB devices, flash drives and networks
  • Basic hardware and software installation
  • Understanding of malware and removal tools
  • Basic repair and troubleshooting of desktop and notebook computers
  • Working knowledge of printer installation both personal and networked
  • Familiarity with ethical/responsible use of computing resources

Self-Directed Learning:

  • Work unsupervised
  • Have ability to recognize, initiate and complete various tasks
  • Completion of training materials in a timely fashion without direct supervision
  • Time management skills in a flexible work environment
  • Maintain a professional, clean work environment

Competence in a Discipline:

  • Apply fundamentals of computer related majors

Personal/Social Development:

  • Patience
  • Exhibit professionalism, courtesy and friendliness
  • Exhibit positive customer relations skills and provide quality customer service
  • Exhibit reliability and punctuality
  • Maintain confidentiality
  • Pay attention to detail
  • Be a good role model and adhere to the policies as set forth in the Computer User's Guide to the Electronic Campus, Student Handbook and by the University and State

Team Work/Team Leading:

  • Willingness to learn and train others
  • Demonstrate ability to work positively with others
  • Ability to adapt to different work environments and be a member of multiple teams
  • Participate in staff/team meetings

Multicultural:

  • Have ability to work with diverse customers both in person and over the phone

Qualifications

  • Minimum cumulative 2.0 GPA
  • Excellent communication skills
  • Excellent customer relations skills
  • Willingness to learn and train others
  • Ability to follow and interpret detailed directions/communications both oral and written
  • Experience with: Windows 7, Microsoft Office (Word, Excel, PowerPoint), Internet Explorer, Microsoft Office 365
  • Experience with the following preferred: Windows 8, Mac OS, Web-based Exchange Email, Adobe Creative Suite (Dreamweaver, Photoshop, InDesign, Flash, Fireworks, Illustrator), Microsoft Publisher, Microsoft Visio, Microsoft Access, Google Chrome, Microsoft Outlook, HTML, SPSS, setting up personal devices to access Northwest's secure wireless network, virus removal
  • Familiarity with basic networking
  • Knowledge of computer hardware and repair
  • Ability to troubleshoot various computer and printer problems
  • Strong English communication skills for working with people of diverse backgrounds
  • Able to lift and move 50 plus pounds on occasion in an office work environment
  • Able to work with equipment from floor level to above head height
  • Must have a current, valid driver's license, a safe driving record, and meet all other University requirements to drive a University vehicle.
  • Must be available to work prior to the beginning of the fall and spring trimesters

Wage Rate

$8.25

Hours Available

 5-10 hours

Start Date

Summer--May 5,2014

Fall--August 19, 2014

Application Deadline

Apr. 21, 2014; Please complete the attached application. Applicant must be available for an in-person interview. Must be available
for an in-person interview.  Multiple positions available for both summer and fall.

Supervisor

Tabatha Verbick, User Consultant

Address

Owens Library 136

Phone

660-562-1434

E-mail

tab@nwmissouri.edu

Contact the Supervisor to apply for this position. Apply for positions for which you meet the qualifications.