IT - Helpdesk Student Knowledge Base Editor

Job Title: IT - Helpdesk Student Knowledge Base Editor

Classification: Student Employee (non-exempt)
Name and Address of Employer: St. Olaf College, 1520 St. Olaf Ave, Northfield, MN 55057
Department Name: Information Technology
Unit Number (5 digits): 14115
Length of Position: See Employment Authorization 
Contact Person/Supervisor: Helpdesk Manager
Pay Rate (Check One)    Standard Hourly Rate  X   Mid-Level: Supervisory/Special Skills Hourly Rate
Description of the position (Purpose of the Position): 
The Knowledge Base Editor will assist with developing and implementing a curation program of IT’s Knowledge Base and Service Catalog. The KB Editor will create and assist with knowledge base content creation related to IT Helpdesk processes, troubleshooting, how-to articles, and other supporting documentation as needed. The KB Editor will be the lead mentor for all of the Technology Consultant Assistants at the IT Helpdesk.

Transferable Skills:
Interpersonal communication
Technical Writing skills
Develop and provide feedback for online course modules
Document issues
Research 
Troubleshooting
The ability to provide support and feedback to colleagues
Organization

Duties and Responsibilities:
•    Assist with creating and implementing a knowledge base curation and content creation training program for all Technology Consulting Assistants.
•    Track curation progress.
•    Create content for a public knowledge base as well as content for an internal knowledge base.
•    Edit content created by colleagues.
•    Enter all articles into the TeamDynamix Knowledge base.
•    Create status reports periodically for the Helpdesk Manager.
•    Provide feedback, guidance and support to colleagues.

Qualifications: (Education/Experience/Skills)
•    At least 1 year experience, either at St. Olaf IT Helpdesk or other Helpdesk job.
•    Attention to detail and excellent organization skills.
•    Ability to understand and articulate technical concepts.
•    Interpersonal skills (open-minded and attuned to diverse experiences).
•    Ability to work well independently and as a team.
•    Demonstrate good written and verbal communication skills.
•    Strong initiative and reliability.
This job description is for general information purposes. It is not intended to list all duties and responsibilities of the position. This job description is subject to change at any time by St. Olaf College, with or without prior notice.