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Student Help Desk Technician

Oakland University
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Student technician that provides IT support services to customers by telephone, face-to-face, online chat, remote, and email communication. Install and service systems and products for OU faculty and staff on university-owned devices and account setup and information to current students and emeritus faculty. Information support representative for Oakland University in a call center environment.

A list of job duties includes;

• Determine users’ technical needs and provide them with appropriate solutions

• Install hardware, software, and device drivers on standalone computers

• Test computers peripherals, hardware, and software to ensure that they are working appropriately

• Upgrade software, patches, and operating systems on a continuous basis

• Install and configure monitors, mice, keyboards, and printers

• Troubleshoot hardware and software problems

• Act as a technical resource to assist users with resolving computer technology issues

• Handle telephone calls, emails, and in-person customer service pertaining to users’ technology problems in the ticketing system

• Ensure that all computers are secured effectively by installing and updating antivirus software and running scans

• Assist users on how to perform tasks on software (Word, Excel, Access, Powerpoint, Outlook, Mac Mail, Zoom, Google Meet, Chat and Calendar, Pulse Secure, Duo 2FA, Apporto)

• Analyze network problems

• Explain the role of network applications (Clearpass) to the end users

• Maintain documentation of technical maintenance procedures and general help documents

• Schedule appointments in a call center environment

• Special projects as assigned

• Act as an Oakland University information resource to assist customers

Desired Qualifications:

  • Windows O/S knowledge (deployment and troubleshooting)
  • Mac O/S knowledge (deployment and troubleshooting)
  • Google Suite knowledge (Chat/Meet/Gmail/Drive/Doc/Sheets/Forms)
  • MS Office knowledge (Word, Excel, PowerPoint, Access, Outlook)
  • Computer peripherals (keyboards, monitors, mice, printers, scanners, digital pencils)
  • Familiar with iPads, Tablets, Surfaces, etc.
  • General networking troubleshooting

OU Help Desk offers a learning environment, flexible hours (Mon-Fri, 8 am - 5 pm), and a great opportunity to learn about desktop support. Applicants must be current Oakland University students to qualify for this position.

Fall/Winter semester is limited to 25 hours/week - additional hours may be available for Spring/Summer semester.