ITS Help Desk Student Representative

## Overview Exact schedule to be determined with supervisor; no more than 20 hours per week when school is in session and no more than 35 hours per week during breaks. **About the Institution** Ranked in the top 9% of private US colleges that provide the best return on tuition investment, Pace University transforms the lives of its diverse students—academically, professionally, and socioeconomically. Currently, the University enrolls more than 13,000 students in more than 150 bachelor’s, master’s, and doctoral programs. Pace University is at the forefront of creating opportunity. Through the convergence of strong academics, experiential learning, and dedicated advising, Pace University empowers its students and positively impacts its communities. **AA/EEO Statement** Pace University is committed to achieving full equal opportunity in all aspects of University life. Pursuant to this commitment, the University does not discriminate on the basis of actual or perceived sex, gender or gender identity; race; color; national origin; religion; creed; age; disability; citizenship; marital or domestic partnership status; sexual orientation or affectional status; genetic predisposition or carrier status; military or veteran status; status as a victim of domestic violence, sex offenses or stalking; or any other characteristic protected by law federal, state or local law, rule or regulation. **Annual Security Report Notice** Pace is committed to ensuring the safety and security of the students, faculty, staff and visitors to the University. In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the University’s Safety and Security department publishes an Annual Security and Fire Safety Report, which can be accessed [**here**](https://www.pace.edu/sites/default/files/files/security-emergency-management/annual-security-report/annual-security-and-fire-safety-report.pdf). The report contains information on security policies as well as crime and fire statistics for the University. ## Description The ITS Help Desk Student Representative’s primary job functions will be performed in the ITS Help Desk and 311 Call Center and will involve providing great customer service and technical support to end-users, as well as helping to maintain designated ITS computer labs/classrooms and related equipment, and performing other office and administrative functions as requested. Responsibilities will include but are not limited to the following: - providing professional and courteous customer service and technical support via phone, in-person, chat, or email - assisting users with Pace account activation, password resets, and wireless connectivity issues - assisting users with their Pharos printer login and other printing issues - troubleshooting issues with Pace Portal, Brightspace/Classes LMS and Email accounts - helping to research clients’ issues to provide solution - using remote support tools to troubleshoot issues for on-campus and off-campus users - performing virus scans and virus removal using free and licensed virus removal tools - troubleshooting hardware and software problems on PCs and Macs (both desktop and laptop), as well as other computer peripherals and mobile devices - creating and triaging support tickets accurately, or directing them to the appropriate area for investigation and resolution - tracking tickets by status, updating tickets, and performing other related ticket management tasks transferring calls to the correct departments - maintaining all department areas including the Help Desk, 311 Call Center, and ITS labs/classrooms by keeping them clean and organized - creating/maintaining/updating technical and self-help documentation in the knowledge base - performing miscellaneous clerical duties and providing administrative support to the department - replacing printer toner cartridges and printer paper, assisting users with printing services - opening and closing computer classroom…