Nanook Technology Services Service Desk Student Assistant

Are you a tech-savvy University of Alaska Fairbanks (UAF) student with a passion for helping others? Nanook Technology Services (NTS) is looking for Service Desk Student Assistants to join our team! This is an excellent opportunity to gain hands-on IT experience in a dynamic, in-person environment, serving your fellow students, faculty, and staff.

As a Service Desk Student Assistant, you will be the first point of contact for technology support, providing essential desktop support and front-line troubleshooting for the UAF community. You’ll play a crucial role in helping users navigate and utilize the UA technology infrastructure, from the comprehensive suite of Google applications to Windows and macOS environments, web browsers, and mobile devices.

This role is perfect for someone eager to learn and grow their IT skills in a supportive,
educational setting. You’ll collaborate with full-time staff, utilize enterprise-level tools, and
develop a holistic understanding of the UA System's IT infrastructure, all while ensuring our customers feel heard and supported.

Above all, prospective applicants should be eager to work collaboratively with our team in an open and honest manner. At the NTS Service Desk, we provide the best support by working as a team that is greater than the sum of its parts!

What You'll Do:

● Provide first-class customer support as the initial contact for IT inquiries, ensuring a
   positive experience for all users.
● Perform first-level troubleshooting for a wide range of technical issues, including
   problems with Google applications, Windows and macOS operating systems, network
   connectivity, and mobile devices.
● Utilize and learn enterprise IT tools such as Google Admin tools, Active Directory,
   Remote Desktop Clients, and our Enterprise Ticketing System to resolve issues and
   manage support requests efficiently.
● Assist users with account access, software installations, and basic hardware
  queries.
● Communicate professionally and courteously with customers over the phone and in
   person.
● Develop a holistic understanding of the UA System's IT infrastructure and advocate
   for customer needs by voicing and escalating concerns appropriately.
● Work independently and efficiently in a fast-paced environment.

To thrive in this role, you will need to bring the following skills to the team:

• Customer-oriented and friendly individual who can deal with occasional stressful
   situations with grace.
• Basic understanding of technology and major desktop (Windows, macOS) and mobile
   operating systems.
• Eagerness and willingness to learn new technologies and IT support processess.
• Excellent communication and customer service skills, with the ability to communicate
   effictively over the phone and in person.
• Demonstrated problem-solving skills to identify, prioritze, and resolve operational
   issues promptly.
● Ability to communicate with customers using tact and discretion.

Minimum Qualifications:

• Experience sufficient to be able to learn skills in information systems technology and
   customer service.
• High School Diploma or Equivalent
• Experience in the use of modern operating system software and technology
   hardware.
• Applicant should be enrolled as a student in a minimum of 6 credits with a minimum
   GPA of 2.0, or a newly enrolled student, or the intent to enroll in 6 credit hours during
   the upcoming semester

Preferred Qualifications:

• Prior customer service or technical aptitude is desired but not required; NTS is
  committed to investing in your training and career development.

Position Details:

This position is located fully on-site on the University of Alaska Fairbanks Troth Yeddha' campus in Fairbanks, Alaska.  This is a part-time position offering up to 20 hours per week while school is in session.  Additional hours may be available during summer and winter breaks.  The starting hourly rate is $16.00/hr, with compensation commensurate with experience and assigned work.

Special Instructions to Applicants:

This is a pooled position, which means that the position remains open over the entire acadmic year.  Applications will be reviewed on an as-needed basis during the year by the department.  By submitting your application to this job posting you should understand that there is no guarantee your application will be reviewed or selected by the department.

Please attach a resume, cover letter and at least 3 references with your application.

☎️If you have any questions regarding this position, please contact Lee Ann Amerson, Nanook Technology Services HR Coordinator, at lamerson@alaska.edu  or (907) 474-6664.

*To be eligible for this position, applicants must be legally authorized to work in the United States without restriction.  Applicants who now or may in the future require visa sponsorship to work in the United States are not eligible.

The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.

The University of Alaska (www.alaska.edu) is an Equal Opportunity/Equal Access Employer and Educational Institution.  The University is committed to a policy of non-discrimination (www.alaska.edu/nondiscrimination) against individuals on the basis of any legally protected status.

The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.

Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.

All employees at the University of Alaska are expected to uphold the highest standards of ethics and professionalism when conducting or engaged in university business.

*Each university within the University of Alaska system publishes an Annual Security and Fire Safety Report which contains information regarding campus safety and security including topics such as: campus law enforcement authority; crime reporting policies; campus alerts (Timely Warnings and Emergency Notifications); fire safety policies and procedures; programs to prevent dating violence, domestic violence, sexual assault and stalking; the procedures the University will follow when one of these crimes is reported; and other matters of importance related to security on campus. The report also contains information about crime statistics for the three most recent calendar years concerning reported crimes that occurred on campus; in On-Campus Student Housing Facilities; in Noncampus buildings or property owned or controlled by the University or a recognized student organization; and on public property within, or immediately adjacent to and accessible from, the campus.  The report also contains fire statistics for any fires occurring in an On-Campus Student Housing Facility during the three most recent calendar years.  

Access to the reports is available at:

UAA: (Addresses Anchorage campus, Aviation Technology Complex, JBER - Elmendorf Extension, JBER - Richardson Extension, Kenai Peninsula College - Kachemak Bay campus, Kenai Peninsula College - Kenai River campus, Kodiak College, Kodiak High School Extension, Matanuska-Susitna College, Prince William Sound College, and Prince William Sound College - Cordova Extension) Online: https://www.uaa.alaska.edu/students/safety. Request a paper copy in person: UAA Police Department Office at Room 114 of Eugene Short Hall on the Anchorage campus / UAA Dean of Students Office at Room 122 of Rasmuson Hall on the Anchorage campus. Request a paper copy by mail: 907-786-1120 or police@uaa.alaska.edu / 907-786-1214 or uaa_deanofstudents@alaska.edu. 

UAF: (Addresses Fairbanks Campus, Bristol Bay Campus, Chukchi Campus, Community and Technical College, Kasitsna Bay Campus, Seward Marine Center, Tok Campus, Kuskokwim Campus, and Northwest Campus) Online: https://www.uaf.edu/orca/files/ASFSR.pdf. Request a paper copy in person: UAF Office of Rights, Compliance and Accountability on the 3rd Floor of Constitution Hall. Request a paper copy by mail: 907-474-7300 or uaf-orca@alaska.edu.

UAS: (Addresses the Juneau Auke Bay Campus, Juneau Technical Education Center, Sitka Campus, & Ketchikan Campus) Online: https://uas.alaska.edu/equity-and-compliance/docs/clery/UAS_ASFSR.pdf. Request a paper copy in person: Hendrickson Building, Suite 202 on the Juneau campus. Request a paper copy by mail: 907-796-6371 or emailing uas.clery@alaska.edu.