Work for the Information Technology Department

Helpdesk Support Assistant

Helpdesk Support Assistants 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 Support Assistants are required to attend a mandatory training session held at the end of the summer prior to the general move-in period.

Technology Support Assistant

Technology Support Assistants (TSAs) provide in-person support for faculty, staff, and students with issues that often require an elevated skill level in the usage and repair of computers running Microsoft Windows and macOS. They work with the Technology Support and Helpdesk staff to ensure proper and timely resolution of issues.

The support provided includes software support, malware removal, network connectivity, and even some hardware repair/replacement and operating system reinstallation. TSAs troubleshoot problems with hardware functionality and escalate as necessary. They provide software support and installation, ensuring that the software opens and works as prescribed. They also assist with the support of classroom and computer lab technology.

Graduate Assistant

There are two types of Graduate Assistants (GA). The first works in the Helpdesk. The second works as a Technology Support associate.

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 Technology Support 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 Technology Support Assistants. 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 at least 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.