ITSC Student Technician I

TITLE: Technician I
DEPARTMENT: ITSD
SUPERVISOR: Ethan Poole
EXTENSION: 6430
DUTIES AND RESPONSIBILITIES: This position will provide courteous and enthusiastic end user technical support to student, faculty, and staff customers at the Information and Technology Services Center located on the 2nd floor of the Horn Library.
RESPONSIBILITIES:

• Properly direct incoming phone and email support requests to their proper IT areas; seek assistance and escalate incidents to higher level support staff when needed
• Perform all hardware repairs and basic software diagnostics on Babson-issued Lenovo laptop models
• Remotely access Babson-issued laptops and desktops to assist with basic customer issues (e.g. email client setup, printer configuration, network drive mapping)
• Document all actions and repair steps taken in our support ticket tracking system, and communicate pertinent information to customers at time of pickup
• Read and respond in a timely manner to email and Webex messages sent by student supervisors and full-time IT staff

QUALIFICATIONS:

• Strong troubleshooting skills required, with preference given to applicants who have experience building, upgrading, repairing, or troubleshooting computer hardware and software issues
• Previous customer service experience
• Ability to work in a fast-paced and team-oriented environment that demands attention to detail