FWS: Helpdesk Assistant Student Worker

Helpdesk Assistant (Federal Work-Study Student)

Position Summary

The Helpdesk Assistant will serve as a frontline support resource for Cleary University students, faculty, and staff. This role provides entry-level technical support and service, fostering a responsive, respectful, and solutions-oriented experience for campus technology users. As a student role, it is also a learning opportunity aligned with the values of The Cleary Mind - fostering clarity, communication, critical thinking, and confidence through practical experience in a collaborative professional environment.

Key Responsibilities

Customer Service & Support

• Greet and assist users with courtesy, empathy, and active listening.
• Troubleshoot common technical issues (e.g., password resets, printing, basic software/hardware problems).
• Log and track support tickets and escalate unresolved issues to full-time IT staff.
  
  

Technology Operations

• Set up and maintain basic classroom or lab equipment as directed.
• Assist with installing software updates, system checks, and inventory.
• Help maintain a clean, organized, and functional helpdesk area.
  
  

Documentation & Knowledge Management

• Actively work from and contribute to a dynamic internal knowledge base specifically designed for this role.
• Create, revise, and update step-by-step guides and process documents that support recurring helpdesk tasks.
• Ensure all documentation reflects current systems and procedures, providing clarity for future Helpdesk Assistants.
• Embrace the responsibility of building a shared resource that empowers others-demonstrating collaboration, clarity, and confidence through documentation.
  
  

Communication & Collaboration

• Communicate effectively and professionally with diverse users.
• Contribute to helpdesk guides and FAQs that reinforce consistent service.
• Participate in team meetings and training to continually grow your capabilities.
  
  

Learning & Growth (Aligned with The Cleary Mind)

• Approach tasks with clarity-understanding both the goal and the impact.
• Develop confidence in resolving issues and taking initiative.
• Use creativity and critical thinking to solve technical problems.
• Show collaboration by contributing to a team that supports the whole campus.
  
  

Required Qualifications

• Enrolled Cleary University student eligible for Federal Work-Study funding.
• Basic knowledge of common technologies: Windows/Mac OS, Microsoft Office, and email.
• Strong interpersonal and communication skills.
• Punctual, reliable, and able to maintain confidentiality.
  
  

Preferred Qualifications

• Interest in IT, business, cybersecurity, or a related field.
• Experience in customer service or technical support (can be informal or classroom-based).
• Willingness to learn new software platforms and support systems.
  
  

Professional Growth Opportunity

This role is designed to develop workforce-ready competencies and reinforce The Cleary Mind's principles. You'll gain real-world experience in troubleshooting, communication, documentation, and teamwork-skills that support all disciplines, whether your future lies in business, tech, or leadership. You will also leave behind a legacy of clear documentation that will guide and uplift those who follow in your footsteps.

Compensation: Federal Work-Study Eligible; Hourly wage per FWS guidelines

Hours: Part-time; up to 20 hours per week during academic sessions

Supervisor: IT Director