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Service Desk Representative

Status: Open 
Deadline: Due to changing staffing needs ITS is frequently, although not always, hiring. 
Position Type: Student Employment 
To apply, send a resume and cover letter to itsjobs@rit.edu 
Position Summary

Under the supervision of a Senior Service Desk Analyst, provides direct support to clients seeking computer, networking and software consulting services.

Essential Functions
Under supervision of a Senior Service Desk Analyst, provides direct support to clients seeking computer, networking and software consulting services. Uses software tools to track service requests, create and modify computer accounts and assist in resolving client problems. Analyze and resolve computer problems. Help spot and report trends in computer problems. Make initial analysis of complex service requests. Provide solutions, documentation and referrals to professional staff. Determine criticality of service requests; escalates mission critical problems. Provide effective, courteous, timely response to service requests. Advise clients on ITS policies and procedures. Maintain security of Institute computers systems by strict adherence to procedures and policies. Interact with clients from all levels of the Institute.

Skills Required
Have experience with VMS, UNIX, Macintosh, and/or Windows-based software, hardware and operating systems. Have the ability to acquire and analyze client information. Have effective oral and written communications skills. Have the ability to independently resolve and refer problems. Must be service oriented. Have the ability to manage and complete multiple tasks/projects. Have the ability to work effectively in a fast paced, high volume, stressful environment.

Skills Preferred
Sign Language and TTY skills.

Work Hours

  • Saturday & Sunday (noon - 5 pm)
  • Monday through Thursday (7:30 am - 9pm)
  • Friday (7:30 am - 5 pm)
  • Hours vary during breaks and the Summer quarter.
  • Minimal of 12 hours per week required to work.