About

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

Under the supervision of the Virtual Labs Manager, the Lab Assistant staff provide essential technical assistance to students and faculty, offering guidance in troubleshooting software-related challenges, managing escalations, and ensuring a seamless learning experience.

• Serve as the first line of support for lab-related technical difficulties through various communication channels, including Zoom and email.
• Maintain the integrity of lab environments and contribute to the continuous improvement of lab resources and documentation.
• Deliver exceptional customer service to students and faculty experiencing virtual lab technical difficulties.
• Troubleshoot software installation and usage issues, helping students navigate lab activities and software tools.
• Respond to complex technical concerns and escalate unresolved issues to the appropriate support units.
• Perform regular quality assurance checks of virtual lab environments each term.
• Identify and report errors in lab documentation or instructions discovered through support interactions.
• Provide technical expertise for new technology implementation, including testing applications and participating in the technology vetting process.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field required.
• At least 1-2 years of similar work experience in technical support or helpdesk environments.
• Experience troubleshooting software installation and usage issues.
• Familiarity with ticket management systems (particularly Salesforce).
• Ability to document technical issues clearly and comprehensively.
• Problem-solving mindset with attention to detail.

Requirements

• Master’s degree and 3-5 years of similar work experience preferred.
• Demonstrated knowledge of virtualization, cloud computing, system administration, networking, server and storage technologies, database technologies, and IT technical support.
• Excellent verbal and written communication skills for clear explanation of technical concepts.
• Familiarity with basic networking principles and troubleshooting methodologies.
• Understanding of virtual learning environments and educational technology platforms.
• Documentation skills for accurately recording issues and solutions.
• Basic software testing and quality assurance capabilities.
• Ability to remain patient and professional when dealing with frustrated users.
• Capacity to translate technical information into easy-to-understand language.
• Adaptability to learn new technologies and software applications quickly.

Benefits

• Time Off: C1s that regularly work over 12 hours per week are eligible for limited sick and safe leave at the rate of 1 hour for every 30 hours worked, up to a maximum accrual of 40 hours in a calendar year.
• Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance.
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options.
• Hiring Rate: $22.00.