LAITS Student Technician
Liberal Arts Instructional Technology Services is looking for student technicians to join our computer support team. We have a variety of positions available, including:
- On Campus Desktop Support
- Remote/Call Center Desktop Support
- Computer Deployments and Remediations
- Asset Lifecycle
- Network Support
- Endpoint Management
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On Campus Desktop Support
Description: Provide computer hardware and software support to faculty and staff on campus.
Work Environment: On Campus
Job Responsibilities:
- Provide technical support to faculty and staff customers deskside and from the DOC (Desktop Operation Center) window (50%)
- Maintain and update customer support interactions and resolutions using established ticketing system and defined procedures. (20%)
- Maintain a clean, fully stocked, and organized DOC (20%)
- Maintain and improve procedural and reference documentation. (10%)
Required Qualifications:
- Excellent oral and written communication
- Customer Support Experience
- Basic knowledge of Apple or Windows operating systems
- Class C Driver's License
Preferred Qualifications:
- Experience providing computer support
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Remote/Call Center Desktop Support
Description: Provide computer hardware and software support to faculty and staff through our phone/chat call center.
Work Environment: On Campus for training; Opportunities to work remotely
Job Responsibilities:
- Provide remote (phone/chat/email) technical support to faculty and staff customers. (60%)
- Maintain and update customer support interactions and resolutions using established ticketing system and defined procedures. (20%)
- Maintain and improve procedural and reference documentation. (20%)
Required Qualifications:
- Excellent oral and written communication
- Customer Support Experience
- Basic knowledge of Apple or Windows operating systems
Preferred Qualifications:
- Experience providing computer support
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Computer Deployments and Remediations
Description: Deploy new or replacement computers to faculty and staff both remotely and in person. Remediate end user computers that require operating system updates, backup software installations, etc
Work Environment: On Campus for training; Opportunities to work both remotely and on-campus
Job Responsibilities:
- Directly assist customers with new computer deployments, including but not limited to confirming device backup, transfer of data, and account setup. (50%)
- Assist customers with remediation of non-compliant computer, including tasks like remediation unsupported OS and devices missing backups.
- Collaboration with LAITS Desktop Support to troubleshoot non-standard deployments. (20%)
- Maintain and improve procedural and reference documentation. (20%)
- Other duties as assigned. (10%)
Required Qualifications:
- Excellent oral and written communication
- Customer Support Experience
- Basic knowledge of Apple or Windows operating systems
Preferred Qualifications:
- Experience with both Apple and Windows operating systems
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Asset Lifecycle
Description: Provide asset and inventory management services to LAITS customers, including computer receiving, tagging, imaging, delivery and surplus
Work Environment: On Campus
Job Responsibilities:
- Fulfill provisioning and imaging tasks for new and redeployed customer computers, including tagging and reporting to Central Inventory, creating and maintaining deployment checklists, maintaining chain of custody documentation, and delivering assets to desktop operation centers. (50%)
- Collaboration with LAITS Desktop Engineering for trouble shooting problematic assets. (15%)
- Participate in lab and classroom installation projects, including refreshes, renovations, and upgrades. (15%)
- Maintain and improve procedural and reference documentation. Supervise student assistants. (10%)
- Maintain asset surplus process, including creating CCARTs, wiping asset storage drives, and being a point of contact for campus surplus teams to gather assets for removal. (10%)
Required Qualifications:
- Well organized
- Able to work independently
- Class C drivers license
Preferred Qualifications:
- Experience working in inventory management or receiving
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Network Support
Description: Perform network and voice support for faculty and staff, including network patching, moves/adds/changes, and switch configuration.
Work Environment: On Campus
Job Responsibilities:
· Collaboration with LAITS Networking team to troubleshoot problematic assets. (65%)
· Participate in upgrade projects, including refreshes, renovations, and upgrades. (15%)
· Maintain and improve procedural and reference documentation. (10%)
· Other duties as assigned. (10%)
Required Qualifications:
- Well organized
- Class C drivers license
Preferred Qualifications
- Basic knowledge of networking concepts
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Endpoint Management
Description: Work with our endpoint management team to assist with managing our fleet of faculty, staff, student lab, classroom, and research computers
Work Environment: On Campus
Job Responsibilities:
· Collaboration with LAITS Desktop Engineering to troubleshoot problematic assets. (65%)
· Participate in upgrade projects, including refreshes, renovations, and upgrades. (15%)
· Maintain and improve procedural and reference documentation. (10%)
· Other duties as assigned. (10%)
Required Qualifications:
- Excellent oral and written communication
- Basic knowledge of Apple or Windows operating systems
Preferred Qualifications:
- Experience with both Apple and Windows operating systems
- Experience managing small- to medium-sized projects
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Career Competencies Gained
· Articulate thoughts and ideas clearly and effectively in written and oral forms to persons inside and outside of the organization
· Leverage existing digital technologies ethically and efficiently to solve problems, complete tasks, and accomplish goals
· Demonstrate personal accountability, ability to learn from mistakes, and effective work habits, e.g., punctuality, working productively with others, and time workload management
Research indicates that applicants may be hesitant to apply for positions if they do not meet all the required and preferred qualifications. We want to emphasize that although experience in certain areas is desirable, candidates who meet the required qualifications, demonstrate excellent promise, and an eagerness to learn are encouraged to apply and will be given serious consideration. Opportunities for training, mentorship, and support from team members with a variety of skill sets are available.