• Scheduling within the Service Desk hours of operation.
• Serve as frontline technical support for faculty, staff, and students. Position requires working with customers through phone, email, chat, and in person.
• Provide support for a wide range of issues, including hardware, software, network troubleshooting, and account management.
• Position requires strong customer service skills, high attention to detail, and the ability to work with a diverse range of customers.

• Scheduling involves business hours from 8:00 AM to 5:00 PM Monday through Friday.
• Positions require computer experience regarding hardware and software support for Windows and macOS platforms.
• This position will provide assistance regarding computer setups, system maintenance, backup procedures, hardware installations, software installations, and any other duties assigned by the supervisor. This position will also be responsible for answering phones. Prior experience will be a leading factor in consideration for this position.

• IT Help Central also provides on-site support to student residents to assist with their computing needs, including internet connection setup, virus removal and overall system troubleshooting.
• This job requires hands-on experience with computers, customer service skills, and a customer-first mindset.
• Prior experience and training will be a factor in consideration for these positions.

• Scheduling involves business hours from 7:30 AM to 8:00 PM, Monday through Thursday, and 7:30 AM to 5:00 PM on Friday.
• Prefer computer experience regarding hardware and software support for Windows and macOS platforms, but will train any qualified candidate.
• Provides assistance regarding computer setups, system maintenance, backup procedures, hardware installations, software installations, and any other duties assigned by the supervisor.
• Will also be responsible for answering phones and assisting in troubleshooting issues being experienced in classrooms.
• Prior experience will be a leading factor in consideration for this position.

IT Help Central hires for three different graduate assistant roles. All applicants will be considered for any open positions. The details of each role are as follows:

Programming

Required knowledge, skills, and abilities

• Knowledge of PHP, JavaScript, jQuery, HTML, and CSS
• Capable of working independently and in a group
• Ability to develop dynamic applications
• Excellent problem-solving skills
• Eager to receive hands-on experience developing web applications that will help make IT Help Central more efficient

Preferred knowledge, skills, and abilities

• Knowledge of Microsoft SQL, PowerShell, and Python
• Basic understanding of Git
• Ability to effectively use scrum style task boards to track work

Essential job functions

• Create and maintain IT Help Central custom internal web-based applications
• Create and maintain documentation on custom applications internal to the programming team
• Works 20 hours per week with a flexible schedule, but preferred mostly between 8:00 AM and 5:00 PM

ServiceNow administration and development

Required knowledge, skills, and abilities

• Knowledge of JavaScript
• High attention to detail
• Ability to effectively use scrum style task boards to track work
• Capable of working independently and in a group
• Excellent researching capabilities and problem-solving skills

Preferred knowledge, skills, and abilities

• ServiceNow experience or certifications
• Knowledge of AngularJS

Essential job functions

• Analyze technical development requirements and research best practices to ensure assigned tasks are completed efficiently and following established standards
• Create, debug, test, and maintain ServiceNow solutions and workflows
• Create and maintain documentation of ServiceNow solutions and workflows
• Works 20 hours per week with a flexible schedule, but preferred mostly between 8:00 AM and 5:00 PM

QTKM Knowledge Management

• Scheduling within the Service Desk hours of operation.
• Position requires high attention to detail.
• Oversee student assistants in the creation, review, and publishing of knowledge base articles for use by customers and support agents.
• Assist staff members in upgrades or implementations of new software or web applications. This could include:
• • Testing and documenting results.
  • Drafting policies and procedures related to the new software or web application.
  • Supervising student assistants involved in the project.
• There is room for flexibility in this position depending on the skill set or area of study of the graduate assistant.

On-site Services

Required knowledge, skills, and abilities

• Knowledge of computer hardware, software, and website development.
• Knowledge of ASP.NET, C#.NET, Perl, PHP, Microsoft SQL server, Oracle PL/SQL, and JavaScript.
• Must be well acquainted with Microsoft 365 apps—Outlook, Word, Excel, and Access.
• Excellent customer service and communication skills.

Preferred knowledge, skills, and abilities

• Should be familiar with database servers, (for example, Oracle and Microsoft SQL server).
• Should be able to generate reports from the database tables using SQL or PL/SQL.
• Shows dependability in performing requested tasks
• Ability to conduct research and construct detailed reports.

Essential job functions

• Communicate efficiently and effectively with staff and students through all forms of communication including documenting work in IT Help Central's workflow system.
• Ability to accept and embrace new job duties as assigned by IT Help Central staff members and to arrive for work shifts regularly and in a punctual manner.
• Perform data analysis on multiple databases, using tools such as Cognos, and report meaningful conclusions through reports and dashboards.
• Maintain knowledge and skill levels deemed appropriate by department and industry standards based on practical and theoretical skills testing and training.
• Provide application development and support with a number of programming languages and database platforms.
• Aid in the development and revision of knowledge base solutions.
• Support the missions of IT Help Central and Texas Tech University.
• Maintain a positive and enjoyable work environment.