Service Desk Graduate Assistant (C91169)

Provide technical support for both College and Institute communities. Service Desk Graduate Assistants (GA's) serve as the first point of contact for Middlebury’s ITS Department. This position relies on a well-functioning team but also calls for independent work. Whether you're tech-savvy or excited to learn more about technology, the Service Desk has a place for you.

Key Responsibilities 

• Resolve technology problems over the phone, in person, and over Zoom

• Work with student consultants and staff from the Vermont campus via remote session

• Develop working understanding of the campus PaperCut printing system 

• Attend weekly meetings when possible

• Build practical knowledge of operating systems and services by Microsoft, Apple, and Google.

• Be committed to understanding the Middlebury network enterprise

• Reliably show up when scheduled

• Research issues not resolved on first contact  

• Document troubleshooting steps and escalate within TDX ticketing system 

Additional duties may be assigned, including

• Delivery/Installation of Peripherals
• Device Deployment Preparation (Firmware and OS Updates)
• Asset Inventory Tasks (Verify, Add, Decommission)

The MIIS Service Desk is located in the Casa Fuente building, top floor, room 320. We are open 9am – 5pm PT, Monday – Friday. Our offices are closed Saturday and Sunday. Remote shifts may be assigned if needed, but this position is primarily in-person. During semesters, Service Desk Graduate Assistants typically work 10 to 12 hours per week, 6 hours is the minimum. Positions are available immediately. Great summer position. May continue throughout the year.

In Summary

Service Desk Graduate Assistants must have some level of technical knowledge and the initiative to gather information and learn from others as part of a collaborative team. Strong customer service skills are essential. It is expected the majority of issues will be resolved on first contact. Graduate Assistants must be motivated, punctual, and able to maintain composure under pressure. Training will be provided.

Requirements

Student Employment Eligibility:

Unless restricted by certain visa status, all students with an active status for the semester are eligible for jobs on campus.

Students on leave or withdrawn are not eligible to work in student employment positions until the semester in which they return. If you are currently withdrawn or on leave you are eligible to be employed in staff positions.

Some may be restricted due to financial aid status. International students (non-resident aliens) may not work off campus unless they have applied for and received work authorization from the United States government. (An F-1 visa does not give work authorization.) Off campus work study positions are available only to U.S. citizens on financial aid with a federal work study component.

Student are not eligible to work remotely from International locations.

Hour Limitations:

All student employees are limited to working no more than 20 hours per week in on campus jobs during the academic year (this includes exam periods). The only exception is when there is a full week when school is not in session. Specifically: February recess, Spring recess, and full weeks of December or summer recess. During these time periods only, students can work up to 40 hours per week. International Students: Visa restrictions prohibit international students from exceeding 20 hours of work per academic calendar week.

Last updated on Feb 8, 2023