Provide technical support for both College and Institute communities. Service Desk Graduate Assistants (GA's) serve as the first point of contact for Middlebury’s ITS Department. This position relies on a well-functioning team but also calls for independent work. Whether you're tech-savvy or excited to learn more about technology, the Service Desk has a place for you.
Key Responsibilities
• Resolve technology problems over the phone, in person, and over Zoom
• Work with student consultants and staff from the Vermont campus via remote session
• Develop working understanding of the campus PaperCut printing system
• Attend weekly meetings when possible
• Build practical knowledge of operating systems and services by Microsoft, Apple, and Google.
• Be committed to understanding the Middlebury network enterprise
• Reliably show up when scheduled
• Research issues not resolved on first contact
• Document troubleshooting steps and escalate within TDX ticketing system
Additional duties may be assigned, including
Delivery/Installation of Peripherals Device Deployment Preparation (Firmware and OS Updates) Asset Inventory Tasks (Verify, Add, Decommission)The MIIS Service Desk is located in the Casa Fuente building, top floor, room 320. We are open 9am – 5pm PT, Monday – Friday. Our offices are closed Saturday and Sunday. Remote shifts may be assigned if needed, but this position is primarily in-person. During semesters, Service Desk Graduate Assistants typically work 10 to 12 hours per week, 6 hours is the minimum. Positions are available immediately. Great summer position. May continue throughout the year.
In Summary
Service Desk Graduate Assistants must have some level of technical knowledge and the initiative to gather information and learn from others as part of a collaborative team. Strong customer service skills are essential. It is expected the majority of issues will be resolved on first contact. Graduate Assistants must be motivated, punctual, and able to maintain composure under pressure. Training will be provided.