Technology Service Desk Student Assistant

3 weeks ago

Boston, United States Berklee College of Music Full time

In order to participate in Berklee Student Employment, a student must fulfill the following requirements:

  • Current student at Berklee College of Music or Boston Conservatory at Berklee.
  • Enrolled at least half-time in a degree, diploma, or certificate-seeking undergraduate or graduate program. Summer is the only semester in which a student can maintain employment without being enrolled. In this case, the student must be pre-registered for the upcoming fall semester. This exception does not apply to fall or spring semesters.
  • Have a valid United States Social Security Number (SSN).
  • Remain in "valid" Visa status as applicable.
  • A minimum 2.0 cumulative GPA. Students in their first semester can work, even though they do not have an official GPA until the completion of their first semester.
  • Federal Work Study student may apply.
  • In good disciplinary standing.
  • Must be located in the U.S.
For complete program details, please go to our website: www.berklee.edu/se.
The Technology Service Desk Student Assistant (TSA) serves as the initial point of contact for Berklee students, staff and faculty in need of technology related assistance. TSA's will work with a varying degree of users ranging from first semester students to high level staff, faculty and chairs. The primary function of
the TSA is to provide tier 1 level, and occasional tier 2 level, support for these users.

The primary role of the job is to diagnose and solve software and hardware related issues. You will be responsible for assisting walk-in customers, responding to emails, and answering the phone. TSA's will be responsible for entering and updating tickets to record each of these interactions. You will work to develop technical and procedural skills with assistance from Technology Support Analysts, Technology Support Consultants, Technology Support Supervisors, and other full-time staff.

The technology world is constantly growing and changing, so our educational and professional needs are always expanding. Our scope of support changes as new technology is introduced and old technology is phased out. The list of responsibilities below can and will change as new hardware and software is introduced to the campus. This list will be updated as support needs change.

Essential Duties and Responsibilities:
  • Serve as the initial point of contact for faculty, staff and students (new, existing and alum) who need technical assistance; striving for "first contact resolution" when applicable
  • Assist Berklee students, staff and faculty who are working, teaching and learning both on-campus and remotely
  • Serve as the initial email or telephone contact for faculty, staff and students (new, existing, and alum) who need technical assistance; striving for "first contact resolution" when applicable and escalating where appropriate.
  • Maintain a high degree of responsiveness to users after the initial contact with informative follow-ups until a solution is achieved. Responsible for the timely entry, updating, and tracking of customer requests in the "Tickets" database
  • Troubleshoot hardware for students, staff and faculty: Macintosh laptop and desktop, basic support for printers, audio interfaces, MIDI keyboards, any associated peripheral
  • Troubleshoot software for students, staff and faculty: including, but not limited to: Mac OSX and all included software, Microsoft Office, Adobe Creative Cloud, Google FileStream, Google Chrome, Adobe Acrobat, handling issues related to malware and virus, ProTools/iLok, Finale, Reason, Logic, VSL, Ableton, Native Instruments Komplete, Waves plugins, Digital Performer, Anytune, Sibelius, etc.
  • Troubleshoot internal Berklee systems for students, staff and faculty: Google, OnePass, Zoom meetings and phone, Workday, Colleague, bShare, DUO, ol.berklee.edu, my.berklee.edu, LinkedIn Learning, PaperCut, Webex, Citrix and related applications, PowerCampus and BCB Self Service
  • Occasionally assist with coverage at the front desk on the 3rd floor of 899, you will be responsible for directing users to the Service Desk, alerting TTS staff if a user they have an appointment with arrives and handing out hardware that has been assigned to a user by staff
  • Possible first point of contact for classroom issues. Escalate to Classroom Support team if issue can not be resolved quickly during phone call
  • Answer calls and emails from incoming students and their parents regarding issues with account access and questions about technology needs
  • Report apparent network, website, and/or other technology related problems to full-time staff and collaborate with other technology departments as necessary
  • Delivery and pickup of hardware and peripherals to offices on campus
  • Assist with email distribution of software bundles (Core Software and Major Bundle Packages) during the beginning of each semester
  • Assist with the distribution of software purchased through the TSSales site.
  • Escalate support requests to higher level student employees and full-time staff as needed
  • Other duties as assigned
Knowledge and Skills Required:
  • High-quality customer service skills
  • The ability to gracefully transition from student to College employee and effectively represent Berklee
  • Promote a positive and professional work environment
  • The ability to interact and work well with others
  • Excellent organizational skills
  • Demonstrate basic knowledge of macOS and hardware
  • Demonstrate basic knowledge of audio interfaces, MIDI keyboards, and other music peripherals
  • Demonstrate basic knowledge of audio software, with an emphasis on the Core Software
  • Package
  • The ability to learn existing and emerging computer technologies
Desirable Skills:
  • An affinity for specialized audio, hardware and other software applications used in contemporary music education
  • Students who are in, or plan to declare, MPE, CWP, EPD or Film Scoring; or have a strong understanding of the software included in those Major Bundle Packages


Pay Rate: Student Worker 2

Hiring Manager: Marc Golas

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