Student User Support Specialist
Hoboken, NJ

Job Description

Job Description

Information Technology seeks highly motivated, dedicated and energetic full-time, undergraduate students to work up to 20 hours during Fall 2017/Spring 2018 and up to 35 hours during Summer 2017 as a User Support Specialists.

The pay rate is highly competitive and Work Study eligibility is NOT a requirement for all position(s).

All majors are welcome to apply. Applicants must:

* Be Stevens Undergraduate Student; Rising Senior, Junior, or Sophomore ONLY. Entering Freshmen will also be considered starting Fall 2017.
* Be in good academic standing.

Qualifications

* Excellent communication and interpersonal skills are required, and of fundamental importance
* Capable of working in a fast paced, dynamic and highly collaborative environment
* Excellent customer service orientation required, and successful prior customer service experience would be beneficial
* Demonstrated ability to quickly and thoroughly learn technologies, support processes, and user service techniques
* Strong analytical skills and ability to solve problems
* Competency in Microsoft technologies, including Windows and Office suite
* Competency in mainstream technologies including computer configurations, web browsers, the Internet, email, etc.

Hours

The work schedule during the summer is mostly business hours, Monday - Friday 8:00 A.M. to 8:00 P.M. though it may necessary to work evening and weekend shifts as required.

Job Description

Information Technology seeks highly motivated, dedicated and energetic full-time, undergraduate students to work up to 35 hours per week during the summer and up to 20 hours during the fall and spring academic terms as a User Support Specialist.

The Information Technology User Support Specialist will provide tier-one (T-1) support to the Stevens user community. The successful candidates must possess excellent customer service and communication skills and is expected to effectively prioritize and execute multiple concurrent tasks with complete attention to detail. User Support Specialists are responsible for maintaining excellence in all aspects of the user experience concerning support and service. This position involves technical knowledge and the ability to understand, think logically and systematically, however the most important focus of this position is user service excellence and maintaining positive interactions with all users / customers. Therefore, individuals who may be highly technical but have inadequate communication and interpersonal skills would not be successful in this position. Students must also be highly reliable and accountable for the hours they are scheduled to work, and should be prepared to work shifts of at least three hours of length in this position. As a matter of course, individuals hired for this position must also be prepared to dress and conduct themselves as professionals.

Responsibilities

* Collect information through a customer conversation and/ or ticketing system, accessing support tools, and additional support staff (service resources) if needed to address the user's question or need.
* Ensure - a professional and courteous customer experience and provide a single point-of-contact for the user
* Provide support for various projects within Information Technology and the Stevens community as requested / directed
* Gain an in-depth understanding of all aspects of the department's operations and procedures
* Gather requirements, deliver and set up computers and/or printers ensuring continuity for the end-user, and provide other services as directed
* Provide training on various systems within our technology ecosystem, including mail configuration and network access
* Update departmental documentation and ticketing system resources
* Provide after hours and on-call support as needed
* Other duties as assigned.

Department

Office of User Support Services Operations

General Submission Guidelines:

In order to be considered a candidate for any job at Stevens, you must submit an online application. Please attach a cover letter and resume with each application. Other requirements for consideration may depend on the job.

Still Have Questions?

If you have any questions regarding your application, please contact Jobs@Stevens.edu

EEO Statement:

Stevens Institute of Technology is an Equal Opportunity Employer. Accordingly, Stevens adheres to an employment policy that prohibits discriminatory practices or harassment against candidates or employees based on legally impermissible factor(s) including, but not necessarily limited to, race, color, religion, creed, sex, national origin, nationality, citizenship status, age, ancestry, marital or domestic partnership or civil union status, familial status, affectional or sexual orientation, gender identity or expression, atypical cellular or blood trait, genetic information, pregnancy or pregnancy-related medical conditions, disability, or any protected military or veteran status.

Stevens is building a diverse faculty, staff and student body and strongly encourages applications from female and minority candidates as well as veterans and individuals with disabilities. Stevens is a federal contractor under the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA) and the Rehabilitation Act of 1973, as well as other federal statutes.

Jeanne Clery Disclosure:

In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act), the Department of Public Safety is required to publish an annual security report which includes statistics mandated by the Clery Act. You can obtain a copy of this report by accessing the following web site: http://www.stevens.edu/sit/police