OT Helpdesk Student Assistant-Internal Hire bei Open Positions

Position Title: OT Helpdesk Student Assistant

Department: Office of Technology

Date: 8/27/2025

Reports To: Christopher Valentine

Job Level: Entry Level FTE N/A, Part-time

Human Resources Use Only: Exempt X Non-Exempt

I. Job Summary:

The IT Helpdesk is the central point of contact for students, faculty, staff, and alumni who have

technology-related questions or problems. It is the public face of the Office of Technology. This position

works in a team environment, providing the first level of computer services and support. Student workers

are expected to triage technology problems and solve them using analysis, troubleshooting techniques,

and FAQ documentation in order to solve IT issues for the entire Luther Seminary community.

II. Essential Functions:

1. IT Helpdesk Support:

● Serve as the initial point of contact for the walk-ups, phone calls, and emails at the IT Helpdesk.

● Maintain a professional demeanor with individuals seeking help and provide support in a clear,

calm manner.

● Provide general information and technical support to Students, Faculty, Alumni, and Staff,

following defined procedures for escalating issues when necessary. This includes, but is not

limited to, services regarding software, hardware, networking, printing, telephones, user

accounts, and online services.

● Troubleshoot and resolve reported IT issues.

● Document all issues and problems within the IT tracking system.

● Update documentation as needed & help with training of new student workers, as directed by the

IT Helpdesk Manager.

● Proactively contact Students, Faculty, and Staff to follow-up on previously reported problems,

researching the issue where necessary.

● Deploy and test equipment around campus as needed.

● Must be able to keep personal information about users confidential and not share that information

outside of the Office of Technology.

2. A/V, Events, and Classroom Support:

● Perform basic troubleshooting and maintenance for on-campus Audio/Visual resources.

● Act as support staff for on-campus events that have a significant technology component to them,

as directed by the IT Helpdesk Manager.

● Document all issues and problems within the IT tracking system.

● Support recording/streaming equipment as needed.

Job Description:

● MUST BE AVAILABLE TO WORK EVENINGS ON TUESDAYS AND THURSDAYS

III. Qualifications:

A. Commitment to Luther Seminary’s Mission and Vision:

● Student workers must possess an ongoing commitment to advancing the Mission and Vision of

Luther Seminary through the effective use and support of technology.

B. Required Knowledge, Skills, and Abilities:

● Attention to detail

● Ability to remain calm under pressure

● Ability to work with customers who may be upset or angry

● Excellent customer service skills

● Excellent verbal and written communication skills

● Self-starter, motivated to proactively address issues, and be willing to ask for help

● Ability to describe problems as well as solutions on the phone

● Must be able to read and write English

● Ability to lift up to 20 pounds and rarely lift up to 50 pounds

C. Desired Education and Experience:

● Experience working independently

● Proficiency with Google Apps and Microsoft products

● An interest in learning about technology

● Effective troubleshooting skills

● Experience or interests working with A/V equipment

● Curiosity about finding root causes and long-term solutions to problems

D. Policies:

● Student workers must commit to a fixed work schedule for the semester; evening and weekend

work may periodically be required.

● Student workers must be punctual. Advance notice must be given for time off due to illness or

constraints of the academic and co-curricular schedule.

● Studying is permitted once job-related duties have been completed, provided that service to

callers and visitors is not degraded.

● Position will be suspended or terminated upon restriction or revocation of Luther Seminary

account privileges.

● This position requires the student to sign a special agreement regarding the administration of

student passwords and confidential account information.

IV. Physical Demands:

Ability to lift up to 20 pounds and rarely lift up to 50 pounds

V.. Work Environment:

Job Description:

This position is located on the Luther Seminary campus, within the Office of Technology. You

will primarily be stationed at the Office of Technology front desk, serving as the first point of

contact for students, faculty, and staff. In this role, you will respond to inquiries by phone, in

person, and occasionally by email, providing a welcoming and helpful presence for all who seek

assistance.