Hourly Pooled - Help Desk Student Technician

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Thank you for your interest in joining the University of Wyoming. Our community thrives on the contributions of talented and driven individuals who share in our mission, vision, and values. If your expertise and experience align with the goals of our institution, we would be thrilled to hear from you. We encourage you to apply and become a valued member of our vibrant campus community today!

At the University of Wyoming, we are committed to creating a supportive and enriching workplace.

JOB TITLE:

Help Desk Student Technician

JOB PURPOSE:

The Help Desk Student Technician will provide first-line technical support to students, faculty, and staff at the University of Wyoming. This position offers an excellent opportunity for students to gain hands-on experience in IT support, troubleshooting, and customer service, while contributing to the smooth operation of the university's technology services.

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Technical Support: Respond to support requests via phone, email, or in-person, providing troubleshooting assistance for hardware, software, and network-related issues.
• Issue Resolution: Diagnose and resolve common technical problems, including software malfunctions, connectivity issues, and peripheral setup (printers, monitors, etc.).
• Ticket Management: Log, track, and update support tickets in the university's IT service management system. Ensure timely resolution and escalate issues to senior technicians or specialists as needed.
• User Education: Assist users in understanding and utilizing university software, applications, and IT resources effectively.
• System Maintenance: Assist with routine IT tasks, such as software installations, and updates.
• Customer Service: Provide excellent customer service, ensuring users feel heard, supported, and satisfied with their IT support experience.
• Team Collaboration: Work with other IT staff and departments to ensure seamless technology support and effective communication across campus.

COMPETENCIES:

Technical Skills, Communication Skills, Initiative and problem solving, Customer Service

WORK LOCATION:

This position provides vital support to campus customers and requires the successful candidate to be available to work on campus.

MINIMUM QUALIFICATIONS:

• Technical Support: Respond to support requests via phone, email, or in-person, providing troubleshooting assistance for hardware, software, and network-related issues.
• Issue Resolution: Diagnose and resolve common technical problems, including software malfunctions, connectivity issues, and peripheral setup (printers, monitors, etc.).
• Ticket Management: Log, track, and update support tickets in the university's IT service management system. Ensure timely resolution and escalate issues to senior technicians or specialists as needed.
• User Education: Assist users in understanding and utilizing university software, applications, and IT resources effectively.
• System Maintenance: Assist with routine IT tasks, such as software installations, and updates.
• Customer Service: Provide excellent customer service, ensuring users feel heard, supported, and satisfied with their IT support experience.
• Team Collaboration: Work with other IT staff and departments to ensure seamless technology support and effective communication across campus.

DESIRED QUALIFICATIONS:

• Experience with IT help desk or customer service roles.
• Familiarity with university systems or enterprise software (e.g., email, file sharing, learning management systems).

Additional Information:

• Training: On-the-job training will be provided. New hires will be expected to learn and familiarize themselves with the university's IT environment and support processes.
• Opportunity for Growth: This position offers potential opportunities for advancement within the IT department based on performance and experience.

REQUIRED MATERIALS:

Complete the online application and upload the following for a complete application: cover letter, resume or C.V. and contact information for four work-related references.

• Due to a current system limitation, you may only be prompted to upload your resume/CV and a Cover Letter. To ensure your application is complete, we recommend you put all of your application materials into one file with your cover letter. However, if you're experiencing any issues in doing so, please send any additional application materials to recruit@uwyo.edu, and a recruiter will manually add them to your application packet. To help us process your application more efficiently, please include the 6-digit job ID number (located at the bottom of the job posting) in your email.

HIRING STATEMENT/EEO:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation to apply for a position, please contact us at 307-766-2377 or email jobapps@uwyo.edu.

ABOUT LARAMIE:

The University of Wyoming is located in Laramie, a town of 30,000 in the heart of the Rocky Mountain West. The state of Wyoming continues to invest in its university, helping to make it a leader in academics, research and outreach. The university has state-of-the-art facilities in many areas and the community provides the advantages of a major university.

Located in a high mountain valley near the Colorado border, Laramie offers both outstanding recreational opportunities and close proximity to Colorado's Front Range, a bustling group of metropolitan cities including Denver, Boulder, and Fort Collins. This beautiful mountain landscape offers outdoor enjoyment in all seasons, with over 300 days of sunshine annually. For more information about the region, please visit http://visitlaramie.org/