Provide friendly, first‑line technical support to CAHS students, faculty, and staff at walk‑up counters, by phone, and via online channels (e.g., Teams/chat). You’ll triage and resolve common issues, create/route tickets in ServiceNow, and support classroom/lab technology to help keep teaching and learning running smoothly. 20-24 hours/week during academic terms; additional hours during peak periods as available.

Primary Duties

Staff the CAHS helpdesk during assigned shifts; greet customers, assess needs, and deliver Tier‑1 support with clear, empathetic communication
Troubleshoot endpoints (Windows/macOS), university accounts/MFA, Wi‑Fi, printing, classroom AV, and common academic apps (e.g., Microsoft 365, Canvas, Zoom, Exam delivery tools)
Create, update, and close tickets in ServiceNow; escalate to Tier‑2/college IT as needed with thorough notes and diagnostics
Perform device check‑in/out, peripheral swaps, and basic hardware triage; assist with computer lab and classroom readiness checks
Support CAHS‑specific learning spaces and software by following provided runbooks; assist with lecture capture and simple AV setups
Contribute to knowledge articles, quick‑start guides, and FAQs; suggest improvements to workflows and student‑facing documentation
Uphold data security and privacy (FERPA/HIPAA awareness), following university policy when handling sensitive information

Minimum Requirements

Current UC student in good academic standing
Strong customer service orientation; clear oral/written communication
Comfort with Windows/macOS basics, M365 apps, browsers, Wi‑Fi, and MFA
Ability to follow runbooks, document steps taken, and manage multiple tickets

Additional Qualifications Considered

Prior IT support, helpdesk, or AV/learning‑space experience
Familiarity with Canvas, Zoom, and classroom AV (projectors, HDMI, lecture capture)
Experience with an IT ticketing system (ServiceNow preferred)

Work Conditions & Physical Requirements

On‑site customer interaction at walk‑up counters and in classrooms/labs
Occasional lifting/moving of equipment up to ~25 lbs; standing during busy shifts

N/A - Do not post internally

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