Estimated Start Date: Beginning of Fall semester 2025

Pay: $15.00

Schedule: Varies  

Location: Smith Hall Service Desk/Computing Site 

About the department/center:        

IT Governance & Client Success (IT-GCS) is often the first point of contact for students, faculty members, and staff members seeking help with technology. IT-GCS focuses on helping the UD community use technology effectively and efficiently. IT-GCS staff members also take the lead supporting IT projects, ONEcards, IT service management, productivity tools for the UD community, and assistance with hardware and software issues through the IT Support Center.

Overview: As an AskIT Site Associate, you will provide vital IT support to the campus community, including students, faculty, and staff. You will be responsible for troubleshooting technical issues, ensuring seamless operations at the AskIT Service Desk, and delivering outstanding customer service. Your role will involve front-line assistance, behind-the-scenes support, managing and tracking IT assets, handling poster printing, processing scantrons, and performing other tasks as needed. This position offers valuable hands-on experience in IT support and customer service while contributing to the efficiency and effectiveness of campus technology services.

Key Responsibilities:

1. Customer Service:
• Greet and assist students, faculty, and staff with a friendly and professional demeanor.
• Answer questions and provide accurate information regarding campus services, resources, and policies.
• Address clients and issues efficiently and , escalate complex matters to the appropriate department when necessary.
2. Technical Support:
• Provide technical assistance for common software and hardware issues.
• Assist with troubleshooting and resolving connectivity issues for campus networks and systems.
• Log and track technical support requests to ensure timely resolution.
3. Administrative Tasks:
• Help manage the service desk ticket queue, responding to inquiries promptly.
• Maintain accurate records of interactions and transactions.
4. Resource Management:
• Ensure the service desk and computing area are organized and stocked with necessary materials.
• Manage the inventory of loaned equipment, such as laptops, chargers, and other devices.
• Provide information about and facilitate access to campus resources and services.
5. Communication:
   • Collaborate with other departments to stay informed about updates, changes, and new initiatives.

• Participate in training sessions and student worker meetings to stay updated on best practices and new procedures.
• Communicate professionally to clients and colleagues in person, on the phone, and via tickets.

Qualifications:

• Skills:
• Strong interpersonal and communication skills.
• Proficiency in using computers and common office software.
• Ability to troubleshoot basic technical issues.
• Excellent organizational and multitasking abilities.
• Attributes:
• A customer-focused mindset with a commitment to providing high-quality service.
• Patience and professionalism in handling a variety of inquiries and issues.
• Reliability and punctuality.
• Strong desire to learn
• Benefits:
  • Gain valuable experience in customer service and technical support.
  • Gain experience working in a professional environment.
  • Ability to move into other student positions on the team such as Shift lead and Troubleshooting Technician.
  • Develop problem-solving and communication skills.
  • Opportunity to work in a dynamic and supportive team environment.
  • Flexible hours that accommodate your academic schedule.

Applicants must be undergraduate students at the University of Delaware. Work study eligibility can be found here. Applicants who are not enrolled as undergraduate students at the University will not be considered for this position. Employment Limitations and Exceptions