Rebel Repair Help Desk Technician
Purpose:
The Rebel Repair Help Desk position is responsible for assisting the Student Life Technology and Student Life Maintenance Staff with the day-to-day operations for the SLM building and Rebel Repair Help Desk. Individuals in this role must be able to provide excellent customer service for a walk-in service desk and provide phone support on computer and maintenance-related issues with limited supervision. They must be able to use effective critical thinking and decision-making skills. This person will need to enforce Student Life, UNLV, and Federal Law in regards to safe computing and maintenance practices. The Rebel Repair Help Desk position has access to sensitive data and should be able to resolve issues while protecting the confidentiality of the customer.
Minimum Qualifications:
- Basic knowledge of Microsoft and Apple operating systems.
- At least 1 year of experience in a service-orientated position.
- Must have good interpersonal and customer service skills.
- Enrolled in a minimum of 6 credit hours.
- Minimum GPA requirements:
§ Semester GPA must be above 2.0
§ Cumulative GPA must be above 2.25
Preferred Qualifications:
- Experience working in Front Desk Operations.
- Advanced experience with Microsoft Office Products.
Duties and Responsibilities:
- Answer rebel repair phone calls.
- Respond to email correspondence thru the rebel repair email account
- Create and Process pending work order requests (Walk-in, online, phone, and email).
- Create copies of documents.
- Run on-campus errands and conduct twice-daily mail runs.
- Troubleshoot maintenance and technology issues on the phone and thru email.
- Assist with computer password resets.
- Register online devices for the ResNet network.
- Escort vendors on repair calls.
- Maintain complete confidentiality concerning computers, network, and maintenance issues.
- Handle special projects as assigned.
Conditions of Employment:
- The period of employment is for one academic year. Re-appointment is not automatic and will be based upon performance evaluation.
- Evaluation of performance will occur at least twice per year.
- Rebel Repair Help Desk position rate of pay is $10.00 per hour. Raises are conditional on positive performance evaluations and budgets after one academic year of employment.
- Minimum hours required 10 hours a week, with a maximum of 20 hours per week total, including all other on-campus jobs.
- May be required to work during opening and closing of residence halls, which may be a weekend.
- Attend and participate in monthly staff meetings and staff development activities.
- Attend ongoing training activities throughout the year.
Criteria for Success:
Student Life Technology/Student Life Maintenance Student staff are evaluated on their performance each semester. The staff evaluation process consists of self-evaluation, peer evaluation, and supervisor evaluation. The staff evaluation measures the following objectives:
- Ability to display a positive attitude to all Student Life staff, residents living in residential housing, and SLT/SLM staff.
- Ability to prioritize tasks, manage time and balance professional and personal commitments.
- Ability to assess a situation and make well-informed decisions independently.
- Ability to follow policies and procedures, arrive prepared and on time for work and consistently demonstrate service excellence.
- Ability to act in a professional manner and serve as a role model and mentor for SLT/SLM staff.
- Ability to positively promote UNLV and SLT/SLM to peers and customers and take initiative to be involved throughout campus.