Information Technolog-Student Assistant

About the Role

The IT Helpdesk supports students, faculty, and staff with technology issues across campus. As a student Helpdesk Technician, you will be one of the first people users contact when they need assistance.

You will work alongside other student employees and full-time IT staff, providing support by phone, email, walk-in visits, classrooms, and offices across campus.

No one is expected to know everything on day one. Training is provided, and experienced staff are always available to help.

What You Will Do

Your exact tasks depend on the shift you are working, but every technician is trained across these areas.

Phone and walk-in support

• Answer calls and greet walk-in visitors, then troubleshoot their issue or route it to the right person.
• Return missed calls and work through the callback queue, starting with the most urgent requests.
• Help users with password resets, multi-factor authentication, account lockouts, and other account problems.
• Troubleshoot Wi-Fi, wired network, and VPN connections, and gather details for the Networking team when an issue needs to go further.
• Help users get university-supported software installed and running on university and personal devices.

Tickets and documentation

• Log every request in the work order system with clear notes on what was done and what happens next.
• Follow each ticket through to resolution, or hand it off with full notes if your shift ends first.
• Judge how urgent each issue is and escalate to full-time staff when it is outside your knowledge or authority.

Campus and classroom support

• Visit classrooms, labs, and offices to fix equipment problems on site.
• Set up workstations, displays, printers, phones, and other equipment for faculty and staff.
• Walk through classrooms and labs each week to catch problems before they affect a class.
• Collect, log, and process electronic waste for recycling.

Hardware and device prep

• Diagnose and repair university-owned computers and replace failed parts.
• Image computers and prepare them for deployment, including temporary deployments.
• Keep temporary and deployment stock at target levels and contact users when their devices are ready.
• Submit warranty claims to Dell for eligible hardware.

Schedule and Pay

The position pays $15.00 per hour. You set your availability around your classes, and we build your shifts from it using SubItUp, our scheduling system.

Period	Helpdesk hours	Your hours per week
Fall and spring semesters	Mon to Thu, 8:00 a.m. to 7:00 p.m.; Fri, 8:00 a.m. to 4:30 p.m.	8 to 20
Summer and winter breaks	Mon to Fri, 8:00 a.m. to 4:30 p.m.	Up to 40

Availability during breaks is optional, though preferred.

Training and Growth

Training happens during your regular paid shifts. You will learn our tools, procedures, and troubleshooting methods from full-time staff and experienced student technicians, and you can always ask for help when something is new.

Supervisors give regular feedback and coaching. Technicians who show initiative and good judgment are given more responsibility over time. You will leave with hands-on experience in hardware repair, systems support, and customer service that carries over to IT jobs and certifications after graduation.

Equal Opportunity

Western New England is an Equal Opportunity Employer. We welcome candidates whose backgrounds may contribute to the further diversification of our community. See the University's Notice of Non-Discrimination for details.

No prior IT experience is needed. We train every new technician on the job and look for someone who is dependable, treats people well, takes initiative, and tries to figure things out for themselves.

Required

• Enrolled as a full-time student at Western New England University (undergraduate or graduate).
• Available to work at least 8 hours per week during the semester.
• Comfortable helping people in person and over the phone, including people who are stressed or frustrated.
• Able to explain technical problems in plain language.
• Able to handle confidential information, such as student records and account data, with discretion.
• Reliable about showing up on time and working your full scheduled shifts.

Preferred, Not Required

• Prior experience in IT support, computer repair, or a similar role.
• Studying information technology or a related field.
• CompTIA A+ certification.
• Dell hardware technician certification.
• Availability to work during summer and winter breaks.

Physical Requirements

• Able to lift and carry computers, monitors, and other equipment weighing up to 35 pounds.
• Able to walk to classrooms, labs, and offices across campus.
• Closed-toe shoes on every shift, and professional dress following the Helpdesk dress code.

Reasonable accommodations are available. Requests are reviewed by Human Resources together with Student Accessibility Services.