Client Support Services Technology Consultant (FWS)

Job Description

Name of the position: Client Support Services Technology Consultant

Classification of the position (e.g., reading tutor 1, reading tutor 2, laboratory assistant, library technician 1 or 2, etc.):Student Assistant
 

Name and address of the student’s employer (the school, public agency, nonprofit organization, etc.):
Stevens Institute of Technology, 1 Castle Point Terrace, Hoboken NJ 07030

Department or office in which the student will be employed: Information Technology

Location where the student will perform his/her duties: Technology Resource and Assistance Center (TRAC)

Name of the student’s supervisor: Micheal Scalero

Purpose or role of the position within the organization: IT Support

Duties and responsibilities associated with the position and how they relate to the purpose or role:


* Collect information through a customer conversation and/ or ticketing system, access support tools, and contact additional support staff (service resources) if needed to address the user's questions or needs.


* Ensure a professional and courteous customer experience and provide a single point-of-contact for the user


* Gain an in-depth understanding of all aspects of the department's operations and procedures


* Gather requirements, deliver and set up computers and/or printers ensuring continuity for the end-user, and provide other services as directed


* Update departmental documentation and ticketing system resources


* Provide support for various projects within Information Technology and the Stevens community as requested / directed


* Provide after hours and on-call support as needed


* Other duties as assigned.

Rates of pay for the position (cross-referenced to the wage rates appearing in the school’s policies and procedures manual): $15.13/hour

General qualifications for the position and the specific qualifications for the various levels or rates of pay associated with the position:


* Excellent communication and interpersonal skills are required, and of fundamental importance


* Capable of working in a fast paced, dynamic and highly collaborative environment


* Excellent customer service orientation required, and successful prior customer service experience a plus


* Demonstrated ability to quickly and thoroughly learn technologies, support processes, and user service techniques


* Strong analytical skills and ability to solve problems


* Competency in Microsoft technologies, including Windows and Office suite


* Competency in mainstream technologies including computer configurations, web browsers, the Internet, email, etc.

The length of the student’s employment (beginning and ending dates): September 3, 2024 - May 16, 2025

Procedures for determining a student’s rate of pay when a position has multiple rates: N/A

Evaluation procedures and schedules: Performance evaluated based on student adherence to provided guidelines through student handbook on a p...