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IT Service Desk Associate (Frontline) Position Description
Position Summary
The IT Service Desk Associate is an entry-level student position that provides first-line technical support to UWSP students, faculty, and staff. Support is delivered via phone, email, and in person. The role is responsible for problem determination, incident/request documentation, troubleshooting, resolution, and escalation of technology issues. Supported areas include accounts, computers, software, networking, mobile devices, and enterprise applications.
Primary Responsibilities
- Provide first-level technical support to customers.
- Troubleshoot and resolve technology issues using available tools and documentation.
- Escalate issues to appropriate IT teams when necessary.
- Serve as a liaison between customers and technical teams.
- Maintain communication with customers throughout the resolution process.
- Assist with account-related issues.
- Provide equipment loan and checkout services.
- Assist with personal computer repair services for students.
- Follow established Service Desk procedures and processes.
- Attend staff meetings and training activities.
- Continuously expand knowledge of supported services and technologies.
- Assist with special projects and other assigned duties.
Required Skills and Abilities
- Strong customer service skills.
- Clear written and verbal communication.
- Analytical and troubleshooting abilities.
- Ability to multitask in a fast-paced environment.
- Ability to research issues and seek clarification when needed.
- Ability to handle urgent situations professionally.
- Desire to learn IT support functions and processes.
- Working knowledge of Microsoft Windows, Microsoft 365/Office applications, printers, desktop and laptop hardware, and common software applications. Prior customer service or technical support experience is preferred but not required.
Typical Service Desk Associate Duties
Additional Service Desk documentation describes common day-to-day tasks such as:
- Assisting users with locked or disabled accounts.
- Answering phones and responding to emails.
- Scheduling appointments for technical support.
- Troubleshooting printer, network, and connectivity issues.
- Managing equipment rentals and returns.
- Entering and updating service tickets.
- Directing users to appropriate offices or support resources.
- Working collaboratively with leads and other IT teams to resolve issues.
How To Apply
When there are available positions, a job posting will be available in Workday. To be considered for the position, one will need to do the following:
- Send an email to itsvdesk@uwsp.edu with the following:
- Fill out the PDF job application listed under Attachments on this page.
- Capture an image of semester schedule in matrix format.
- Include additional activities that should be considered for scheduling around.