Information Technology Services - Student Assistant

Job Summary:

Student assistant for the Information Technology Services division. Duties include direct support to the Technology Support Center (TSC) and may include support to the following departments as well: Training Services, Accessible Technology Services, Smart Classroom Technologies (SCT), Enterprise and Cloud Services (ECS), Office of the CIO, and Office of the Vice President. All tasks are performed under the direct supervision of professional ITS staff to ensure quality, accuracy, and adherence to university standards.

This position will serve as initial point of contact for students, faculty, and staff visiting the TSC. Students will be responsible for staffing the front desk, answering calls as the campus operator, and/or assisting the SCT team with audio/visual support for classroom calls or events. This includes assisting students, faculty, and staff with questions, Coyote OneCards, computer troubleshooting, resetting CoyoteID passwords, and connecting devices to the wireless network (Eduroam.) As a campus operator, students are responsible for handling incoming calls to campus’ general phone number. This includes answering general questions regarding the University, handling emergency request following established procedures, and forwarding calls received from students, faculty, staff, and the general public to the respective person or department based on the caller’s request. Smart Classroom Technologies duties include, but are not limited to: serve as a point of contact for students, faculty, and staff who are requesting audio/visual services for smart classrooms, conference rooms, and other needs throughout the University. Assisting ECS includes working with server room operations, including the installation and removal of server equipment and maintaining server room organization, maintaining organized and secure data center environments, documenting infrastructure, supporting wireless network deployments, installing and maintaining wireless access points (WAPs), assisting with backup battery systems, telecommunications infrastructure, structured cabling, and other enterprise technology projects throughout the university.

Responsibilities:

Technology Support Center (TSC)
- Serve as the first point of contact for students, faculty, staff, and visitors seeking technology assistance.
- Assist customers with Coyote OneCard services, CoyoteID password resets, Wi-Fi (Eduroam) connectivity, software support, and general computer troubleshooting.
- Answer campus-related questions and provide exceptional customer service.
- Assist with resolving issues involving computer lab equipment, printers, kiosks, charging stations, and other campus technology resources.
- Escalate technical issues to professional staff when appropriate.
- Maintain accurate documentation of support requests and completed work.

Campus Operator Support
- Answer incoming calls to the University's main telephone number.
- Provide accurate information regarding university services, departments, and resources.
- Route calls to the appropriate campus departments.
- Follow established emergency call handling procedures and communication protocols.

Enterprise & Cloud Services (ECS)
- Assist with day-to-day operations within university data centers and server rooms.
Install, relocate, label, inventory, and remove servers, network equipment, and related hardware.
- Maintain organized server racks, cable management, and equipment storage.
- Document server room infrastructure and maintain accurate inventory records.
- Assist with power connection tracking and equipment documentation for remote management.
- Utilize workplace hand tools such as screwdrivers, measuring tapes, and cable management tools.
- Maintain clean, organized, and secure data center environments while following established safety procedures.

Telecommunications Services
- Assist with installation, maintenance, and troubleshooting of wireless access points (WAPs).
- Support telecommunications infrastructure projects, including structured cabling and network equipment installations.
- Assist with backup battery system installation and maintenance.
- Pull, route, label, and organize telecommunications and network cabling.
- Assist professional staff with field installations and technology upgrades throughout campus.
- Follow all safety standards while working in telecommunications closets, equipment rooms, and field environments.

Smart Classroom Technologies (as assigned)
- Assist with audio/visual support for smart classrooms, conference rooms, campus events, and instructional technology.
- Respond to classroom technology requests and provide basic troubleshooting support.

General Responsibilities
- Support other ITS departments including Training Services