Student Worker, Enterprise Application Services
Hammond, IN

Job Description

Job Summary

Job Description

Student Assistants will support Enterprise Applications Systems by assisting both EAS customers (PNW students, faculty, and staff) and EAS staff members. For EAS customers, Student Assistants will provide first-level support for troubleshooting issues, and routing more complex issues to technical staff members. Student Assistants support EAS staff by completing testing and documentation of services, monitoring systems, and assisting with other assigned tasks as needed.

Desired Skills

Excellent verbal communication and customer service skills

Attention to detail

Positive presence

Courtesy and tact with public

Working knowledge of computer technology

Web development experience preferred

Responsibilities

Support EAS team as directed by ensuring customer service tickets are updated and routed accordingly. Provide first-level troubleshooting support before routing issues to technical staff.

Demonstrate good judgement and communication skills such as patiently seeking to understand customer's issue and/or situation with proper follow-up, and ensuring that all customers are treated efficiently and in an appropriate manner.

Explain and apply EAS policies and procedures.

Create and maintain application and system documentation as directed, including process flow diagrams and training material.

Assist in supporting document scanning for document management software.

Assist in posting content updates for the PNW website and MyPNW portal.

Perform testing of various applications and systems maintained by EAS. Assist in creating test plans for new products and services.

Monitor system notifications and submit service tickets to EAS staff as needed.

Have a positive presence during regular working hours, as well as those times off duty. The person in this position must also exhibit best worker practices as stipulated in the policy and procedures.

Other duties as deemed necessary.

Education

Enrolled as a PNW student

Experience

Working knowledge of computer hardware, Programing experience in at least 1 language, Experience using Microsoft Office. Familiarity with web design

FLSA Status

Non-Exempt