What positions are available with the OIT Help Desk?
The OIT Help Desk hires student employee for two positions. These positions are Help Desk Student Consultant for the Counter and Classroom Triage Specialist. Both positions work out of DeBartolo 115.
What is a Help Desk Student Consultant for the Counter?
Help Desk Student Consultants are students who have been hired and trained by the OIT to assist their fellow Notre Dame classmates, faculty and staff who visit DeBartolo 115 with computing and technology problems or questions. Student Consultants may also assist customers via phone and chat. Consultants diagnose and resolve problems that individuals may have with network connectivity, Windows and Macintosh Operating systems, as well as a variety of applications including (but not limited to) MS Office Suite, Google Apps, Adobe Creative Cloud Suite, web browsers and antivirus software. In addition, consultants work with the customers personal wireless device for troubleshooting Notre Dame email, calendar as well a issues with Okta. Consultants also prepare audio/visual equipment for class use following specific procedures. Student consultants also perform monetary transactions for the rental of computer equipment, purchases of print quota as well as SD cards for the audio/visual equipment,
What is a Classroom Triage Specialist
Classroom Triage Specialists are the first critical line of technical support for class instruction. Supporting faculty and TA's in Registrar scheduled classrooms on campus. Classrooms contain similar technology across campus making support consistent. The OIT will conduct both Zoom and in-person classroom training to both teach you how the classroom works as well as to help you feel prepared and ready to support the professors before the start of classes. OIT mentors and next level support will be there to help you all along the way. Classroom Triage Specialists, while working mostly independently in solving classroom issues are provided with detailed information on classroom issues. In addition full time staff will monitor your progress remotely to assist in resolving more complex issues. So you're never alone when supporting a classroom.
What's involved in being a Help Desk Student Consultant for the Counter or Classroom Triage Specialist?
Those hired as a Help Desk Student Consultant or Classroom Triage Specialist will receive training in diagnosing and solving IT problems and/or classroom issues before beginning work. Once orientation is complete, students are scheduled to assigned shifts for their particular roles. Consultants and specialists average approximately 10 hours of work per week during most of the academic year.
Position Requirements
- Excellent customer service skills
- Excellent listening skills, with ability to ask appropriate follow-up questions to identify what is needed
- Ability to communicate instructions clearly to a varied audience, via all contact methods
- Ability to manage time, based on both academic and work priorities
- Ability to work at least 8 hours per week which may include evenings and/or Sunday
- Ability to learn quickly
- Attend annual training (conducted the week before the Fall semester begins)
Helpful Knowledge
- Windows OS
- Mac OS (helpful but not required)
- Browser applications
- Email applications (in addition to Gmail)
- Malware eradication techniques
- Microsoft Office applications
- Box
- Google Apps (Document, Spreadsheet, etc...)
- Wired/Wireless network
This is not an exhaustive list, only a sampling of the types of calls a Help Desk Student Consultant might encounter when working at the Help Desk.
How can you become a Help Desk Student Consultant at the Counter?
If you are interested in becoming a Help Desk Student Consultant, please fill out an application for that position. If you need more information about becoming a consultant, contact the Help Desk Student Supervisor at 574-631-8417.
How can you become a Classroom Triage Specialist?
If you are interested in becoming a Classroom Triage Specialist, please fill out an application for that position. If you need more information about becoming a Triage Specialist, please contact the Help Desk Student Supervisor at 574-631-8417.