LAW HD Job Description

FORDHAM LAW

INFORMATION SYSTEMS & PLANNING DEPARTMENT (ISP)

JOB DESCRIPTION - MAY 2008

DIVISION: Fordham Law School Help Desk

POSITION: Help Desk Student Worker

SUPERVISOR: Law Help Desk / Support & Client Services Manager

SUMMARY:

Student to work and assist consultants at the Help Desk of Fordham Law School at Lincoln Center campus; will be required to answer questions and resolve issues relating to software, hardware, and computer peripheral equipment. They are expected to provide a high level of customer service, demonstrate exemplary interpersonal skills and maintain a professional attitude at all times.

QUALIFICATIONS:

RESPONSIBILITIES:

Assisting students/faculty/staff/administration who call or walk into the service area of the Law Help Desk to connect to the Fordham network by updating/installing virus software, updating windows, installing Cisco Clean Access and configuring network connections.

Documentation of every customer contact is processed through our TrackIt! ticketing system.

Other Duties as assigned.

TECHNICAL KNOWLEDGE:

Required knowledge:

§ Proficient with Windows XP/VISTA & MAC OSX

§ Basic knowledge of Microsoft Office and WordPerfect Suite

§ Familiar with installing and un-installing software

§ Excellent communication skills.

Preferred knowledge:

§ Experience with Windows XP/VISTA & MAC OSX

§ Basic knowledge of Lotus Notes, Fordham Gmail, GroupWise Emails etc.

§ Basic knowledge of Outlook and iMap.

Training will be provided for:

§ TrackIt! ticketing system

§ Exam4; Laptop Examination Software

§ Fordham Law School provided IT services; VPN, RegNet etc.

§ Basic troubleshooting with Fordham’s Symantec client

§ Proper Customer Service procedures

COMPENSATION:

For the 2009-2010 academic year, the salary will be $10 per hour.