Job Summary

OPS User Services Support Associates are part-time employees of User Services which supports a wide variety of technologies at the University.

User Services is part of the Information Technology Services Department. Information Technology Services consists of multiple teams who support all faculty, staff and students with desktop computing, applications, telecommunications, network, classroom technology and other technical needs. Information Technology Services (ITS) provides leadership and instills confidence through exceptional technology and assistance to our customers.

Job Description

Typical duties include but are not limited to:

Functions as front line technology support for the University.

Provides support on a wide range of issues such as software navigation, printing and networking.

Escalates technology inquiries to other User Services staff members as appropriate.

Helps maintain the computer labs.

Assists with ITS projects and other duties as needed.

Other Duties:

Performs other job-related duties as assigned.

Additional Job Description

Required Qualifications:

High school diploma or equivalent.

Experience providing excellent customer service in person and over the phone.

Basic knowledge and understanding of computer use.

Preferred Qualifications:

One year of experience in a help desk or in a position requiring widespread technology use.

Enrollment in relevant Software Engineering or Computer Information Systems curriculum.

Knowledge, Skills, and Abilities:

* Excellent customer support skills and attention to detail.

All employees are expected to:

* Promote a common purpose consistent with stated University goals and demonstrate a commitment to students and the learning environment.

* Possess the knowledge of general written standards and procedures utilized, and have the ability to read, interpret, and follow procedural and policy manual related to the job tasks.

* Demonstrate the ability to respond to supervision, guidance and direction in a positive, receptive manner and in accordance with stated policies.

* Provide quality customer service by creating a welcoming and supportive environment.

* Present a professional image in word, action and attire.

* Ability to thrive in an organization that values the diversity of its student body and workforce and actively promotes an equitable environment.

* Apply effective techniques to create working relationships with others to achieve common goals; successfully communicates and collaborates with others to achieve goals.

* Demonstrate skills necessary to look at situations and processes critically to make recommendations for improvement.