Work for the Helpdesk
Are there jobs available at the Helpdesk?
There are three types of jobs available at the Helpdesk. Most hiring occurs at the beginning of the school year, though there is also some hiring at the beginning of the spring semester as well. The three job types are as follows:
Helpdesk Consultants provide the front-line support for the IT Department. They field requests for assistance from students, faculty, and staff related to their computer issues over the phone and via walk up visits. They are responsible for troubleshooting the problems, possibly resolving the issue, and reporting them in the trouble ticket system or escalating the call as necessary. This position requires a moderate skill level with the usage of both macOS and Microsoft Windows along with Microsoft Office. Helpdesk Consultants are required to attend a mandatory training session held at the end of the summer prior to the general move-in period.
Helpdesk Consultants are also used to staff the Accinno Satellite Helpdesk in Accinno 102 and the iHelp office in the Ryan Center. Consultants in Accinno and the Ryan Center work more independently, supporting students, faculty, and staff with their networking and computer issues. Consultants in Accinno have additional responsibilities in the four computer labs in Accinno. They ensure there is a stock of paper for the printers and that the printers have adequate toner. They assist with the use of the computers and printers in those labs. They are also responsible for the general upkeep and tidiness of the labs. Consultants in the Ryan Center are responsible for the two public printers in the Ryan Center, ensuring they have an adequate supply of paper and toner.
There are two types of Technicians, Field Tech and ResNet Tech. Both positions require an elevated skill level in the usage and repair of computers running Microsoft Windows.
Field Techs are responsible for the support of faculty and staff computers during the college’s normal business hours. This can include all types of support, including hardware repair and operating system reinstallation.
ResNet Techs support student computers – virus and spyware removal, network connectivity, and other basic software support. They work between 5:00 pm and 11:00 pm Sunday through Thursday evenings.
There are two types of Graduate Assistants (GA). The first works in the Helpdesk. The second works as a Field Tech.
The Helpdesk GA performs the duties of the Helpdesk Consultant. In addition to that, they also assist users with resetting passwords and releasing print jobs in the PC Prints system. They assign trouble tickets as they come into the Helpdesk. They are also responsible for assisting with supervision of the undergraduate student employees. The ability to work weekends is preferred.
The Field Tech GA performs the duties of the undergraduate Field Techs. In addition to that, they also assist with managing the ticket queues and supervision of the undergraduate Field Techs. They work with elevated privileges, such as the ability to reset user passwords.
How do I go about applying for a position at the Helpdesk?
You will need to visit the Student Employment site and follow through to the online employment application pages. You will find our positions listed there along with the online application.
After review of the applications, we will contact the qualified applicants to schedule interviews. Based on the interviews, we will make our decisions.
What time requirements are involved with working at the Helpdesk?
Helpdesk Consultants are required to work at least 8 hours per week. Technicians are asked to work 10 hours per week. Undergraduate positions cannot work more than 20 hours per week. Graduate Assistants work 20 hours per week. All employees should be willing to cover other students’ shifts as necessary. You may be asked, on occasion, to lift computers, cases of paper, or toner, up to about 40 pounds.
Is there anything else I need to know about working at the Helpdesk?
All jobs at the Helpdesk are only available to full-time Providence College undergraduate day school students. Graduate Assistant positions are only available to full-time degree-seeking graduate students.
We also have summer positions available. Feel free to inquire about those. If you are an incoming freshman and will be attending Providence College in the fall semester, you are considered a full-time student and will be allowed to work during the summer immediately preceding your freshman year. Priority for summer positions is given to students who will be working for the Helpdesk the following academic year.