Computer Lab Customer Service Support

Title: Computer Lab Customer Service Support
Employee Classification: Student Help Regular
Division Name: Academic Affairs
Department: College of Fine Arts Instructional Technology

Job Summary

Primary responsibility is student support and customer service in the Creative Commons computer lab in the Wonsook Kim College of Fine Arts
Be visible in the lab and available to customers requiring technical assistance
Respond to questions from customers; assist students, faculty, and staff with technology incidents and requests
Learn fundamental operations of commonly used software, hardware, and other equipment
Follow standard lab operating procedures; accurately log and track all incidents and requests
Accurately assign, manage, track, update student, faculty, and staff checkout equipment
Become familiar with available support resources; stay up-to-date on campus technology changes or incidents
Become familiar with CFA technology policies, services, and staff
Elevate incidents to appropriate CFA technology support staff as necessary
Maintain reasonable discipline and decorum in the computer lab environment
Other duties as assigned by the CFA IT technology support staff, as appropriate

Additional Information

Student employees are eligible to participate in the University’s 403(b) Plan.  More information can be found here.

Pay Rate

$15/hour

Required Qualifications

Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
Ability to provide technical support with a professional demeanor; previous customer service experience strongly desired
Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations
Creativity; ability to think around problems and come up with creative solutions is helpful
Printing in the lab space is a core service; ability to manage complex printing setups and design concerns
Ability to work responsibly with or without direct supervision
Working knowledge of common operating systems (Windows, MacOS, and iOS) and software applications

Preferred Qualifications

Strong customer service skills
Experience or interest in any of the following:
Adobe Creative Suite
Microsoft Office 365
MacOS Ventura and Sonoma
Microsoft Windows 10 and Windows 11
Printing (both oversize and standard)
Scanning

Work Hours

Depends on class schedule and availability. Lab hours are Monday - Thursday, 8a - 9p; Friday 8a - 2p; Saturday, Closed; Sunday 12p - 3p

Functional Expectations

Must be able to complete with or without reasonable accommodations:
1. Effectively communicate on a daily basis.

Proposed Starting Date

January 13, 2025

Required Applicant Documents

Resume & Work Availability

Please Note: These documents are required to be submitted online in order to complete the application process. Please have these documents ready prior to clicking on "Apply"

Contact Information for Applicants

Seth Engeman
srengem@ilstu.edu
309-438-2723

Important Information for Applicants

This position is subject to a criminal background investigation and if applicable, an employment history review, based on University Policy 3.1.30 and any offer of employment is contingent upon you passing a satisfactory criminal background investigation and/or an employment history review. You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.

In addition, all appointments are contingent upon proof of eligibility for employment at Illinois State University to perform the required duties described above on your scheduled start date. The Immigration and Control Act of 1986, Public Law 99-603, requires all new employees to file an I-9 in person and no later than three days from the beginning of employment. This may be accomplished within the department or through Human Resources. A list of the types of documentation you will be expected to provide is available at https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents. Failure to comply with this law will result in cancellation of your appointment.

Illinois State University, as your employer, is required by federal law to ensure proper tax withholding from wages and to ensure that