Introduction

The IT Help Desk provides the Loyola community with a single point of contact for technology support.  We are committed to providing both professional and timely service in logging customer service requests.  Additionally, we strive to resolve requests initially or refer them to correct support areas within the Information Technology Services division.  We continuously improve our services by educating our staff, measuring performance, and monitoring customer satisfaction.  ResNet is our student "drop in" clinic area providing "best effort" technical support for students with their own personal technology devices. Support staff provide assistance to our clients in the drop-in clinic for students as well as assisting clients on the telephone at the ITS Help Desk.

We are continually looking to hire and train student workers to provide assistance with our clients in both areas.  

Postion:ITS Help Desk Technician

Job Description:

The position provides end-user support on a variety of issues.  This position entails identifying, researching and resolving technical problems for users.  Additionally, the student staff member will use a call tracking system to document, track and monitor problems, ensuring resolution of users issues in a timely manner.  As another duty, this process involves working with the Help Desk answering and routing calls to locations within the University.  Lastly, this position may receive other duties as assigned by the Manager of Help Desk / ResNet.

To perform this job successfully, an individual must be motivated with good written and verbal communication skills.  The individual must be a strong team player and enjoy working with end-users.

Experience:  Comfortable working with computers (Apple, PC, and Linux) and a wide-array of  devices; and an interest in learning about new technologies (hardware, software, Web 2.0 applications)

Language / Interpersonal Ability:  Desire to work with individuals (students, faculty, staff, alumni and community members) in a diverse and fast-paced setting.  Excellent communication skills – specifically via the telephone and in writing.  English required in order to effectively provide technical support over the telephone to clients.

Reasoning Ability:  Applicant must have strong problem solving skills and the ability to identify possible solutions.

Computer Skills: 

• Applicants should be resourceful insolving problems, specifcally regarding a willingness to work with a wide-range of software in both a PC and Apple environment along with Linux support utilities
• Looking for someone with a knowledge of multiple mobile operating systems
• Applicants need to know how to remove Root kit infections
• Applicants should know how to use a Linux/UNIX terminal (but will train)
• Applicants need to know how to serach and clear error codes upon start-up
• Applicants need to know how to correct "Page Not Found" error messages
• Applicants need to know how to perform data recovery when Windows OS will no longer load

Applying for an ITS Help Desk Technician Position:

Interested undergraduate and graduate students are encouraged to apply:

Helpdesk/ResNet Position Click here to download a copy of our paper-based application. Submission instructions included.

Please submit your resume and the completed application to: Alison Stillwell via email astillw@luc.edu