End User Support Student Worker (Part-time, Temporary)

This position answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, remote, IM, and in-person requests for assistance from users experiencing problems with hardware, software, networking, telephone system, and other computer-related technologies. This position will involve phone support, remote assistance and field work to support staff and faculty with computer hardware, software, and peripherals.

• Trains and assists clients on enterprise applications, software, and systems, remotely or in-person
• Escalates problems as appropriate following IT Service Desk procedures
• Develops process improvement and knowledgebase documentation, and communicates solutions to analysts and other affected personnel to aid in productivity when appropriate
• Determines the most effective manner to resolve technical issue, engages in research and in-depth troubleshooting to resolve technical issues, and consults with full-time staff when necessary

Provide support to all ITS departments and assist all ITS staff as needed

Work on special projects as assigned

Knowledge, Skills & Abilities:

Demonstrated excellent customer service skills

Excellent written and verbal communication

Intermediate knowledge of computer/printer user problems

Basic working knowledge of MS Excel

Requirements:

Must be a current Wake Tech student with and be willing and able to travel between campuses.

Preferences:

Experience in providing technical support with relevant technologies in telephone support and customer service.

Essential Personnel:

TBD

We Value a Diverse Workforce!

As an equal employment opportunity employer, Wake Tech values diversity, equity and inclusion in our workforce. Wake Tech is committed to reaching students in every part of Wake County and rallying around them to go as far as their dreams, talents, and resilience will take them. As an institution of higher education, we are committed to valuing the unique experiences and diversity of the Wake Tech community. Wake Tech needs people from all backgrounds and swaths of life to help provide instruction, services, resources, and support to our students and the community. We strive to be self-reflective of the kind of student body we represent and culture that we are building, and we care deeply about supporting each employee’s professional growth.