Job Overview

Provide friendly, first‑line technical support to CAHS students, faculty, and staff at walk‑up counters, by phone, and via online channels (e.g., Teams/chat). You’ll triage and resolve common issues, create/route tickets in ServiceNow, and support classroom/lab technology to help keep teaching and learning running smoothly. 20-24 hours/week during academic terms; additional hours during peak periods as available.

Primary Duties

• Staff the CAHS helpdesk during assigned shifts; greet customers, assess needs, and deliver Tier‑1 support with clear, empathetic communication 
• Troubleshoot endpoints (Windows/macOS), university accounts/MFA, Wi‑Fi, printing, classroom AV, and common academic apps (e.g., Microsoft 365, Canvas, Zoom, Exam delivery tools) 
• Create, update, and close tickets in ServiceNow; escalate to Tier‑2/college IT as needed with thorough notes and diagnostics 
• Perform device check‑in/out, peripheral swaps, and basic hardware triage; assist with computer lab and classroom readiness checks 
• Support CAHS‑specific learning spaces and software by following provided runbooks; assist with lecture capture and simple AV setups 
• Contribute to knowledge articles, quick‑start guides, and FAQs; suggest improvements to workflows and student‑facing documentation 
• Uphold data security and privacy (FERPA/HIPAA awareness), following university policy when handling sensitive information 

Minimum Requirements

• Current UC student in good academic standing 
• Strong customer service orientation; clear oral/written communication 
• Comfort with Windows/macOS basics, M365 apps, browsers, Wi‑Fi, and MFA 
• Ability to follow runbooks, document steps taken, and manage multiple tickets 

Additional Qualifications Considered

• Prior IT support, helpdesk, or AV/learning‑space experience 
• Familiarity with Canvas, Zoom, and classroom AV (projectors, HDMI, lecture capture) 
• Experience with an IT ticketing system (ServiceNow preferred) 

Work Conditions & Physical Requirements

• On‑site customer interaction at walk‑up counters and in classrooms/labs 
• Occasional lifting/moving of equipment up to ~25 lbs; standing during busy shifts