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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.
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