ITS Student Worker (DWS or IWS) 2024

at  Mars Hill University

The Student Worker is responsible for handling assigned work orders related to the installation and maintenance of PC’s, media equipment, telephone equipment, network connections, cell phones, and associated computer equipment and cabling in labs and offices of faculty and staff as directed by the supervisor and based experience and skills. This person will assist in keeping all equipment in good repair, install software, and perform analysis for products that support user requests, perform appropriate software updates and other tasks as assigned by the supervisor. This position is expected to develop specific support expertise in one or more of the key support areas in ITS: computers (Windows and/or Apple), media equipment (including projectors, controls, sound, interactive displays, etc.), networking (wifi, switches, VLANS, firewall, etc.), telephones (cell, VOIP, controls, etc.), software (installation, upgrades, monitoring, decommissioning, etc.), data systems (bandwidth management, data analytics, high performance computing, etc.) or any new area that supports the academic, administrative or research needs of MHU.

QUALIFICATIONS:

Requires a desire and an aptitude to learn technical support roles and tools in handling day-to-day needs of the university community. While no prior experience in technical support and repair of computers is needed, a lack of aptitude or ability will be grounds to terminate this employment. Person should have working knowledge of Windows, Macintosh, or Linux operating systems and familiarity with Microsoft Office or similar software packages, in general. Person must be able to work well with college faculty, staff, and students; careful in detail; self motivated; and able to work with minimal supervision. Position requires physical ability to lift up to 80 pounds; to potentially work on ladders up to 8 feet; and to bend in awkward positions for installation of equipment and cabling. This person will be expected establish and maintain a regular and consistent work schedule each semester based on academic commitments. Once established, adherence to meeting the committed work time frames will be important for continued employment. The Supervisor may request additional support from time to time to meet overall ITS needs.

— Help Desk: answer the Help Desk phone and provide assistance as needed.

• Assist callers with support issues, schedule site visits on campus as necessary
• Track and update all calls as tickets in the Helpdesk database (Numara Track-IT software)

— Software

• Perform installations and upgrades to software as directed by the assigned tickets.
• Enforce university policies as necessary.
• Troubleshoot software problems.
• Track software licensing.

— Setup and install computers, printers, scanners, modems, etc. as directed

• Work any assigned tickets and follow established procedures.
• Create or update any procedures that are missing, out of date or inadequate

— Maintain computer equipment

• Perform routine repairs as assigned.
• Install memory upgrades or other feature upgrades on equipment as assigned.
• Facilitate and document equipment returns to ITS (computers, printers, phones, etc.).
• Maintain accurate inventory of equipment by updating information for any movements or actions.

— Other responsibilities as assigned by supervisor
Position Requirements