|
Helpdesk Assistant (Federal Work-Study Student)
Position Summary
The Helpdesk Assistant will serve as a frontline support resource for Cleary University students, faculty, and staff. This role provides entry-level technical support and service, fostering a responsive, respectful, and solutions-oriented experience for campus technology users. As a student role, it is also a learning opportunity aligned with the values of The Cleary Mind — fostering clarity, communication, critical thinking, and confidence through practical experience in a collaborative professional environment.
Key Responsibilities
Customer Service & Support
- Greet and assist users with courtesy, empathy, and active listening.
- Troubleshoot common technical issues (e.g., password resets, printing, basic software/hardware problems).
- Log and track support tickets and escalate unresolved issues to full-time IT staff.
Technology Operations
- Set up and maintain basic classroom or lab equipment as directed.
- Assist with installing software updates, system checks, and inventory.
- Help maintain a clean, organized, and functional helpdesk area.
Documentation & Knowledge Management
- Actively work from and contribute to a dynamic internal knowledge base specifically designed for this role.
- Create, revise, and update step-by-step guides and process documents that support recurring helpdesk tasks.
- Ensure all documentation reflects current systems and procedures, providing clarity for future Helpdesk Assistants.
- Embrace the responsibility of building a shared resource that empowers others—demonstrating collaboration, clarity, and confidence through documentation.
Communication & Collaboration
- Communicate effectively and professionally with diverse users.
- Contribute to helpdesk guides and FAQs that reinforce consistent service.
- Participate in team meetings and training to continually grow your capabilities.
Learning & Growth (Aligned with The Cleary Mind)
- Approach tasks with clarity—understanding both the goal and the impact.
- Develop confidence in resolving issues and taking initiative.
- Use creativity and critical thinking to solve technical problems.
- Show collaboration by contributing to a team that supports the whole campus.
Required Qualifications
- Enrolled Cleary University student eligible for Federal Work-Study funding.
- Basic knowledge of common technologies: Windows/Mac OS, Microsoft Office, and email.
- Strong interpersonal and communication skills.
- Punctual, reliable, and able to maintain confidentiality.
Preferred Qualifications
- Interest in IT, business, cybersecurity, or a related field.
- Experience in customer service or technical support (can be informal or classroom-based).
- Willingness to learn new software platforms and support systems.
Professional Growth Opportunity
This role is designed to develop workforce-ready competencies and reinforce The Cleary Mind’s principles. You'll gain real-world experience in troubleshooting, communication, documentation, and teamwork—skills that support all disciplines, whether your future lies in business, tech, or leadership. You will also leave behind a legacy of clear documentation that will guide and uplift those who follow in your footsteps.
Compensation: Federal Work-Study Eligible; Hourly wage per FWS guidelines
Hours: Part-time; up to 20 hours per week during academic sessions
Supervisor: IT Director
|