IT Support Service Desk Student Employee

Description

:

The IT Service Student Employee will assist the Service Desk team and other IT units regarding potential problems or issues affecting the EPRI computing community. The Student Employee will provide user support via phone and in person, troubleshooting and supporting Desktops, Laptops, mobile devices and printers.

Duties & Responsibilities:

• Responds to inquiries and requests from users for assistance with EPRI workstations, mobile devices, printers and processes

• Assist and learn Cisco WebEx as a Level I support Resource

• Monitors new tickets in a timely manner, accurately logging user requests and incidents, tracking to resolution within SLA and escalating to Level II Analysts or other IT units as necessary

• Identifies problems, troubleshoots and provides solutions to assist users

• Alerts Lead, other Analysts, Service Desk Manager and other IT units as necessary of priority 1 or urgent level incidents and/or requests

• Coordinates with other units within IT to resolve problems as necessary

• Provisions workstations for new hires and refreshes according to schedule

• Retrieves, re-allocates and disposes of workstation and mobile device equipment according to EPRI policy

• May assist in training users and delivering new hire orientations

• Acts as a customer service advocate in resolving service requests and arbitrates between systems and users when conflicts arise

• Provides recommendations on optimizing standard processes as related to customer service

• Maintains a broad knowledge of technology, equipment and/or systems within field of work

• Completes all assigned individual, team and department projects in a timely and complete fashion

• Provides phone coverage as required

• May provide end-user training

• Maintains a broad knowledge of technology, equipment and/or systems within field of work

• Performs other duties as assigned.

Education & Experience:

• Associate’s degree in Information Technology or related field

• A combination of completed college-level coursework and experience may substitute for the degree

Skills & Attributes:

Depending upon the operational needs of the department, basic to intermediate-level of knowledge and skills in the following areas:

• Windows Workstation and Server

• Local Area Network (LAN) and remote access troubleshooting

• Network and LAN fundamentals, including network interface connection and user installation, network topologies, LAN administration, servers and network architecture

• Voice communication equipment

• Microsoft Office Suite software, third party systems accessed software via desktop client or web-based client

• Internet technology

• Ability to operate, install, maintain, configuring and troubleshoot highly technical

• Understanding of project management concepts

• Ability to maintain effective working relationships with those contacted in the course of work

• Ability to efficiently manage time and organize work

• Ability to communicate clearly, verbal and written

• Ability to maintain a customer focus in providing technology services Full-time preferred over the summer months; part-time during school year.

The hourly rate range for Student positions are:

• Undergraduate: $16-29 per hour

• Masters: $27-33 per hour

• Ph.D: $31-36 per hour

These ranges are an estimate, and the actual hourly rate may vary based on various factors, including without limitation applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The hourly rate may also be adjusted based on applicant's geographic location.

As an EPRI Student, you will not participate in EPRI’s Benefit Programs which includes health insurance, retirement benefits, vacation, sick leave (except as set required by law) and holiday pay. However, as a Student employee you are eligible for the benefits of Social Security, State Disability Insurance, and Workers’ Compensation Insurance.

For Student positions which require one to relocate to an EPRI office. Relocation assistance is not provided and the student will be responsible for covering all relocation costs/expenses.

EPRI participates in E-Verify, an online system operated jointly by the Department of Homeland Security and the Social Security Administration (SSA). EPRI uses the system to check the work status of new hires by comparing information from the employee's I-9 form against SSA and Department of Homeland Security databases.