What is OIT Client Experience?
OIT Client Experience is a collaboration between the OIT Help Desk and Core User IT Services. These groups serve faculty, staff and students in the classroom, at the OIT Help Desk and deploy and manage technology for faculty and staff across campus.
What positions are available with OIT Client Experience?
OIT Client Experience hires student employees for multiple functions. These functions will include configuration and deployment of computer hardware, provide customer facing technology support for faculty, and students, and triage based support for classrooms when classes are in session. All functions will be based out of the DeBartolo 115 Suite. Any of these of positions should provide valuable experience to apply toward your future career goals.
What is the Help Desk Counter?
Student Technology Consultants who are placed in this role 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. Training is provided via zoom, in-person and recorded video. In addition to working with customers in a face to face scenario, Technology Consultants may also assist customers via phone and chat. Technology Consultants diagnose and resolve problems that individuals may have with network connectivity, Windows and Macintosh Operating systems, iOS and Android devices 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. Consultants also prepare audio/visual equipment for faculty, staff and students following specific procedures. Technology consultants also perform monetary transactions for the rental of computer equipment, as well as the purchase of SD cards for the audio/visual equipment.
What is Classroom Triage
Classroom Triage is 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. Student Technology consultants, 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 Student Technology Consultant with Client Experience?
Those hired as a Student Technology Consultants 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 10 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 (plug-ins and extensions)
- Email applications (in addition to Gmail)
- Malware eradication techniques
- Microsoft Office applications
- Google Apps (Document, Sheets, etc...)
- Android or iOS
- Wired/Wireless network
This is not an exhaustive list, only a sampling of the types of calls a Student Technology Consultant might encounter when working for Client Experience.
How can you apply for a position?
If you are interested in becoming a Student Technology Consultant, please fill out an application for that position. If you need more information about becoming a consultant, contact the Student Supervisor at 574-631-8417 or 574-631-0646.