Student Employee, IT Help Desk Team, Redeemer University

DESCRIPTION: The Information Technology Team’s mission is to provide reliable and sustainable technology services in a timely and stewardly manner. We are committed to meeting the needs of all students, faculty and staff by equipping and supporting the Redeemer community with quality resources in technology. We are constantly seeking to improve and implement appropriate hardware and software for the benefit of Redeemer University. We are always striving to enhance all aspects of technology at Redeemer through teaching, learning, service and understanding. And above all, we wish to use technology to develop and enrich the gifts and abilities of all.

Your role: Help Desk Team Member.  Each Help Desk Team Member is a part of a larger IT Team, focused on serving and connecting our Redeemer Staff, Faculty, and Students with the technology tools to succeed.  In this role, you are the “face of the IT Department” as the Help Desk is the first stop for those in our Redeemer Community with a technological question or problem. It is your job to provide friendly and time sensitive assistance to those in need. As technology changes we must change with it. The Help Desk is always evolving and changing to better serve our Redeemer community. This job will develop your oral and written communication, time management, self-efficacy, adaptive, customer service, software, technology and problem solving skills. The Help Desk role can help you to grow personally and professionally. This position expects you to be willing and able to work up to ten hours per week on average, although hours do vary and there is some flexibility.

We are looking to hire four or more people for the 2023-2024 Academic Year:   September 2023  –  April 2024

Day-to-day responsibilities:

• Helping users resolve various technology issues directly, as much as possible. These users may be walk-in customers or they may be calling the Help Desk phone line.
• When issues cannot be resolved immediately: Creating Help Desk tickets (service requests) using Help Desk software, ensuring that you ask for – and record – as many pertinent details as possible.
• Assigning Help Desk Tickets to full-time IT Service Team staff, as appropriate (using a triage helpsheet for guidance).
• Helping users reset passwords for various services.
• Helping resolve issues with classroom technology (podium computer, projector, audio equipment, cameras and other equipment related to “zoom rooms” – for remote/on-line class participation)
• Helping resolve various issues in computer lab(s).
• Lending out and receiving audiovisual equipment.
• Troubleshooting MFD/MFP (multifunction device/multifunction printer – aka copier/printer/scanner) issues.
• Replacing paper, toner cartridges, and waste toner containers for MFPs.
• Developing and updating documentation such as user guides, notices and posters.
• Assisting Support Manager with testing updates, upgrades, or new services as required.
• Undergoing regular inspections of printers, public computer stations, classroom equipment.
• Assisting users with using various common applications, and functions within those applications (examples: Excel, Powerpoint, Word)

Other Requirements:

• Must be willing to work occasional evenings (4:30pm – 8pm).
• It would be an asset if you were willing to start as early as 7:30am for some shifts (before classes get underway).
• Diligence in responding promptly to email or text messages is critical.
• Must provide 24 hrs. notice to the Support Manager and the Help Desk Team if unable to make a scheduled shift; must arrange for shift replacement as well.
• Must be able to work independently with minimal supervision once trained.
• Good interpersonal skills required for dealing with a variety of clients.
• Must be able to work in stressful situations. Example: Assisting an instructor experiencing difficulty in using projector, just as class is starting.
• Must be able to work as part of a team.
• Familiarity with Microsoft Office and/or Google G Suite applications is extremely beneficial.
• Organizational skills required.
• Must be able to follow routine verbal and written instructions.
• Must be able to work in an (occasionally) high traffic area with noise and interruptions.

Education/Training:

• Previous IT experience, training or knowledge is beneficial. Full training to deal with the most common types of issues that you will be expected to assist with, will be provided.

There is a possibility of this position developing into a full time contract position for the summer of 2024.  Again, if working for us this coming year: if this leads you to decide to work for us, in the summer of 2024, or in September 2025 (as Team Lead or Team Member) – the start of Fall 2025 Term – all the better!  It’s nice to have continuity!

• Position Reports to:  Gerry Gysbers, Support Manager, Information Technology
• Submit Applications to:  Gerry Gysbers, ggysbers@redeemer.ca
• Expiry Date: 11 September 2023, at the latest.
• Only applicants selected for an interview (whether current or previous candidates) will be contacted. Accommodations are available on request for candidates taking part in the selection process.