Technology Service Desk Student Assistant

In order to participate in Berklee Student Employment, a student must fulfill the following requirements:

• Current student at Berklee College of Music or Boston Conservatory at Berklee.

• Enrolled at least half-time in a degree, diploma, or certificate-seeking undergraduate or graduate program. Summer is the only semester in which a student can maintain employment without being enrolled. In this case, the student must be pre-registered for the upcoming fall semester. This exception does not apply to fall or spring semesters.

• Have a valid United States Social Security Number (SSN).

• Remain in “valid” Visa status as applicable.

• A minimum 2.0 cumulative GPA. Students in their first semester can work, even though they do not have an official GPA until the completion of their first semester.

• Federal Work Study student may apply.

• In good disciplinary standing.

• Must be located in the U.S.

For complete program details, please go to our website: www.berklee.edu/se.

Technology Service Desk Student Assistants (TSAs) are the first point of contact for Berklee students, faculty, and staff who need help with technology. TSAs provide friendly and reliable support for issues ranging from account access to software troubleshooting. Support is delivered through in-person walk-ins, phone calls, Slack, and Jira.
This role focuses on Tier 1 support, where you help resolve common issues or gather key information for escalation. With time and experience, TSAs may also assist with Tier 2 support. This includes real-time troubleshooting during walk-ins or phone calls, where quick thinking and problem-solving are essential.
TSAs work closely with Analysts, Consultants, Supervisors, and full-time staff to learn and grow as part of a collaborative team that supports Berklee’s technology needs.

Core Responsibilities: 

• Serve as the first line of support for students, faculty, and staff through walk-ins, phone, Jira, and Slack 
• Use support templates, documentation, and troubleshooting skills to resolve issues when possible 
• Keep Jira tickets updated with clear notes and respond in a professional and timely manner
• Troubleshoot music and media software such as Logic, Pro Tools, Sibelius, Ableton, etc.
• Provide basic troubleshooting for hardware and peripherals including MIDI devices, audio interfaces, and printers 
• Collaborate with student coworkers, Analysts, and full-time staff to resolve unfamiliar or more advanced issues 
• Escalate support needs to more experienced team members and help provide complete background information 
• Stay current with team communications in Slack,and share helpful updates or reminders with the team 
• Contribute to a respectful, inclusive, and professional support environment 

Skills and Experience Required: 

• Strong communication and customer service skills 
• Ability to stay calm and helpful when troubleshooting under time pressure
• Basic understanding of macOS and computer hardware 
• Ability to document work and follow written guidance in systems like Jira and Confluence
• Professional and respectful attitude with users and colleagues 

Helpful but not required: 

• Familiarity with audio production tools or music software 
• Experience using Berklee systems like OnePass, my.berklee.edu, Workday, and Zoom
• Interest or enrollment in MPE, CWP, EPD, or Film Scoring programs 

Additional Notes 

• This role is supervised by the Service Desk Manager 
• Student Supervisors and Service Desk Analysts are available during shifts to provide guidance and feedback 
• You may occasionally work with the Front Desk or assist with other Technology Support teams
• Scheduling is flexible and works around your academic priorities, although you should be available at least 10 hours per week in order to stay up to date with the needs of the role. The Service Desk operates Monday-Friday 9am-5pm. 
• Training is provided, and growth is encouraged through shadowing and hands-on support opportunities

Pay Rate: Student Worker 2

Hiring Manager: Marc Golas