ITS Services Desk Technical Assistant

Position Description:

Assist users with questions and problems related to the use of Grinnell College technology resources (remotely by phone, walk-ins, through ticket system), including: 

• Create, update, and resolve incident and support requests
• Track incidents and support requests using the ticket system
• Check out/in loaner equipment
• Account lockouts and password reset
• Scan student computers for malware and virus infections
• Stock student printers with toner and paper

Specific Skills Acquired/Developed:   

• High proficiency and confidence supporting common operating systems and software used by Grinnell College
• Knowledge of how to support common technology hardware
• Formal and informal technology certifications
• Effective interpersonal and communication skills
• Advanced customer service skills

Training Requirements: 

• Students will be expected to complete an eight-hour orientation prior to starting work
• During the first two years of employment, students will be required to achieve the following certifications via self-directed online training:
  • CompTIA A+ 220-1201 (Core 1, Year 1)
  • CompTIA A+ 220-1202 (Core 2, Year 2)
  • Completion will result in CompTIA A+ Certification for the student

Transferable Skills: 

• Ability to work within a team structure
• Ability to verbally communicate with people inside and outside the organization effectively
• Ability to make decisions and solve problems
• Ability to obtain and process information
• Ability to adapt to new technology
• Creative and critical thinking skills