Tech Support Student Assistant - Miami University : Job Details

Job TitleTech Support Student AssistantDepartment IT Process and Planning JMWorker TypeStudent (Fixed Term)Pay InformationFor hourly student pay rates, please visit the Student Job Classification page on the Office of Human Resources website. For salaried student positions, contact the department for pay information.Duration of AppointmentWork available Fall Semester, Spring Semester, Summer and during breaks.Maximum Scheduled Weekly Hours40Job Description SummaryThe Tech Support Assistant will serve as the first point of contact for customers at the Tech Support Lounge. This role involves greeting customers, providing initial diagnosis and troubleshooting of technical issues, and offering general support for a range of technology-related problems. The position aims to ensure a high level of customer satisfaction through effective and efficient service delivery. The Tech Support Lounge offers services such as a Loaner Computer Program, Hardware Diagnostics, Guided Software Diagnostics and Repair, a Repair Depot, a Safe Vendor Meeting Zone, and a DIY Repair Bench.Job DescriptionEssential Duties

• Work assignments are completed under close supervision.
• Procedures are well established.
• Employees typically follow well-defined policies and procedures.

Minimum QualificationsMinimal training or prior knowledge of work is required.Additional Position Information (if applicable)Job Duties:

• Greet customers promptly and courteously as they arrive at the Tech Support Lounge.
• Conduct initial assessments of customer-reported technical issues.
• Perform basic troubleshooting and diagnosis for hardware and software problems.
• Assist customers with loaner computer program requests and explain the terms and conditions.
• Guide customers through software diagnostics and repair processes, including OS updates, virus removal, and data backup.
• Facilitate the shipping and receiving of laptops for manufacturer repairs and manage loaner computer logistics.
• Provide a safe environment for vendor meetings and assist in scheduling the use of workbenches.
• Escalate complex issues to full-time staff as needed.
• Maintain accurate records of customer interactions and service provided.
• Provide guidance and support on the use of university-supported technology and software.
• Collaborate with team members to improve service processes and customer experience.
• Participate in training sessions to stay updated on the latest technology and support techniques.

Minimum Qualifications:

• Basic knowledge of computer hardware and software.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer service experience or a strong desire to help others.

Desired Qualifications:

• Prior experience in a technical support role.
• Familiarity with university-specific technology and software systems.
• Ability to diagnose and resolve common technical issues.
• Experience with customer service or in a retail environment.
• Strong organizational skills and ability to multitask.
• Demonstrated ability to learn new technologies quickly.

Required Application DocumentsResume & Cover LetterPosting Contact InformationEmail: [email protected]Additional InformationA criminal background check may be required. All campuses are smoke- and tobacco-free campuses.This organization participates in E-Verify.Reasonable AccommodationsRequests for reasonable accommodations for disabilities related to employment should be directed to [email protected] or 513-###-####. Questions and follow-ups regarding requests should also be directed here.Diversity StatementMiami University is committed to creating an inclusive and effective teaching, learning, research, and working environment for all. For more information on Miami University's diversity initiatives, please visit the Office of Transformational and Inclusive Excellence webpage. For more information on Miami University's mission and core values, please visit the Mission and Core Values webpage.Equal Opportunity/Affirmative Action StatementMiami University, an Equal Opportunity/Affirmative Action employer, encourages applications from minorities, women, protected veterans and individuals with disabilities. Miami University prohibits harassment, discrimination and retaliation on the basis of age (40 years or older), color, disability, gender identity or expression, genetic information, military status, national origin (ancestry), pregnancy, race, religion, sex/gender, status as a parent or foster parent, sexual orientation, or protected veteran status in its application and admission processes, educational programs and activities, facilities, programs or employment practices. Requests for reasonable accommodations for disabilities related to employment should be directed to [email protected] or 513-###-####.Clery ActAs part of the University's commitment to maintaining a healthy and safe living, learning, and working environment, we encourage you to read Miami University's Annual Security & Fire Safety Report at: which contains information about campus safety, crime statistics, and our drug and alcohol abuse and prevention program designed to prevent the unlawful possession, use, and distribution of drugs and alcohol on campus and at university events and activities. This report also contains information on programs and policies designed to prevent and address sexual violence, domestic violence, dating violence, and stalking. Each year, email notification of this website is made to all faculty, staff, and enrolled students. Written notification is also provided to prospective students and employees. Hard copies of the Annual Security & Fire Safety Report may be obtained from the Miami University Police Department at 513-###-####.Labor Law Posters for ApplicantsPlease visit our Labor Law Posters webpage to access all relevant and applicable labor law information.