Service Desk Supervisor Assistant

This is a student assistant position that assists the Service Desk Manager. There is a heavy focus on daily operations and reporting. The supervisor assistant works closely with the Service Center Manager to communicate programs, policies, procedures and standards to Service Desk assistants. The supervisor assistant should have a thorough knowledge of duties performed by service desk personnel. The supervisor assistant functions as the Service Desk Manager’s executive assistant requiring a high level of professionalism and commitment. The supervisor assistant works with a minimum of direct supervision. This position is expected to work from 15 to 20 hours per week during the academic semester and up to 40 hours per week during intersession and Summer Session.

Duties of the Supervisor Assistant Include:

• Provide first tier support in person, on the phone, and through e-mail.
  • Support includes but is not limited to My Sac State and systems that use SacLink for authentication; wireless and open jack connectivity; virus, spyware, and malware removal; applications support; and Information Resources and Technology (IRT) services support.
• Create support documentation.
• Write and update training manuals.
• Create and distribute information to all Service Desk personnel about newly discovered problems and their solutions.
• Create student assistant work schedules and ensure that there is coverage during the hours of operation and for promotional events.
• Ensure the maintenance of appearance and functionality of all Service Desk areas, equipment, and software.
• Maintain inventory of office supplies and support documentation.
• Produce weekly reports on Service Desk statistics, projects, and accomplishments.

• Excellent English verbal communication and writing skills.
• Responsible and dependable.
• Ability to create reports and analyze data.
• Ability to work well with various people including students, faculty, staff, and high-level administrators.
• Excellent customer service skills.
• Motivated, innovative, and shows initiative.
• Proficiency with Windows.
• Proficiency with My Sac State.
• Proficiency with communication software and Internet applications (e.g. Web browsers, FTP).
• Proficiency with Microsoft Word, Excel, and PowerPoint.

• Familiarity with SPSS, Visio, and other applications used by students, faculty, and staff.