Student PC Technician and Customer Service Representative

This position will perform duties of both a Student PC Technician as well as a Customer Service Representative, as assigned. Duties include performing technical tasks necessary for setting up and maintaining laptops issued by NMU. Diagnose and repair laptop hardware, software and peripherals. Provide effective oral and written communications with both customers and coworkers. Offer exceptional customer service support, including phone and in-person interactions.

Primary Duties and Responsibilities:

1.    Provide technical assistance and excellent customer service to
Technology Support Services customers, including faculty, staff, and students.
2.    Demonstrate effective, clear and concise, oral and written communication.
3.    Install, upgrade, maintain, and/or troubleshoot hardware and
software as assigned, based upon work orders received from Help Desk using the
Work Order Management System.
4.    Perform repairs and disassembly/cleaning to computers and/or
peripherals in shop and on campus as assigned.
5.    Perform accurate and detail-oriented laptop return,
reissue, and distribution procedures using the related Asset Management System. 
6.    Perform accurate charge / credit processing of completed work
orders using the Work Order Management system.
7.    Observe and maintain confidentiality of customer information
and computer files. 
8.    Inspect, clean and prepare laptop accessories for return or reuse.
9.    Assist in training of other student employees as needed. 
10.    Utilize Parts Inventory System to maintain proper inventory of parts and record part usage. 
11.    Record and process warranty and insurance claims.
12.    Responsible for observing safety, health, and sanitation codes, regulations, or practices required by NMU policies.
13.    Perform other related duties as assigned.