What are the job responsibilities of an ITS Service Desk technician?

Daily Tasks

When you are first hired as an ITS Service Desk technician, your responsibilities will consist of the following:

• Answering calls coming in to our general phone line 
• Responding to emails/tickets that come into our ticketing portal
• Manning the Service Desk Zoom Room and helping any customers that come in

As you continue to work with us, you can receive training for different roles such as Front Desk, Classroom Support, and In-House.

• Our Front Desk technicians provide in-person support for customers who stop by at our front desk.
• Our Classroom Support technicians monitor our Classroom Support phone line and help troubleshoot issues in Registrar-approved lecture halls. If it is not a problem that can be solved over the phone, they are able to dispatch a technician to assist in person.
• Our In-House technicians help troubleshoot issues with computers that are checked in by customers. Common issues include malware removal, hard drive or RAM removal/installation, and operating system diagnosis.

Student Leads

Every year, we have a team of 8-12 student leads. Anyone is able (and encouraged) to apply to be a student lead. Lead responsibilities include the following:

• Serve as the first point of contact for student techs needing assistance
• Communicate with Tier 2 and 3 support groups in our department for more complex issues, ensuring they are attended to in a timely manner
• Process DMCA violations that our team receives
• And much more!

Additional Opportunities

Outside of our daily responsibilities, there are also a lot of additional opportunities that our technicians can explore within our team. Here are some of the following!

• Joining our Social Media team to help run our Instagram/Reddit accounts
• Working on projects for internal tools 
• Involvement with other ITS teams