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ICIT Student Career Path

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ICIT Technology Supoort Agent 

For this entry level position, student employees will use their customer support skills and problem solving skills to assist customers with their technology based questions and issues. Student employees will be required to open and create tickets in a manner that is legible, and intelligible to other staff members as well as to be able to read and correlate notes put into existing tickets.

Student employees will handle all incoming requests and perform IT troubleshooting while following ICIT guidelines. Phone staff members ensure all information from emails, phone calls, self-service Tickets and walk-ins contacts are logged and processed into a ticket. Students will also be required to take a series of classes on the inner workings of ICIT, the campus, and its support structure within the first 6 months of employment.


ICIT T1.5 Tech Student

This position is the final rung of the Tier 1 ladder, and is for student employees who have proven themselves to have the skillset, knowledge, and leadership to competently perform assigned tasks. This position's main responsibility will be to assist Tier 2 technicians and help guide Tier 1 technicians through the troubleshooting process for campus machines, software, and services. A secondary responsibility of this position is to assist in documenting tickets and writing knowledgebase articles focusing on problems specific to the current issues or current environment of the campus IT community. Lastly, students in this role will be responsible for investigating and reviewing current and future technologies to help cultivate the current IT knowledge as well as staying informed of upcoming technologies that may benefit or cause conflicts with the IT Community.

Students in this program can expect to gain the necessary skills that would be equivalent to an entry level technical support professional, and should - upon graduation - be able to comfortably transition into such a role with another organization or with UWW, if such a role is available.    


ICIT SA2 Helpdesk Senior Phone Agent

The ICIT Helpdesk Senior Phone Agent position is the SA2 position in the leadership skills ladder for TSC Helpdesk student employees, and may be held after the student employee has been employed with the Technology Support Center Helpdesk for a minimum of one year.

Students at this level will be expected to serve as a leader to student employees at the SA1 level, provide guidance and training in areas including, but not limited to: customer service, HPSM ticket creation, and troubleshooting. In addition, an employee in this position should be familiar with and perform basic imaging and setup, be able to concisely and comprehensively document troubleshooting steps involved in resolving an issue, be familiar with HPSM advanced functionality, and be able to determine which applied solutions would be quality additions to the knowledge base.

The intent of this position is to give students who have mastered, and potentially exceeded, the skill set and knowledge required within the SA1 environment a place to practice their advanced skills.   


ICIT SA3 Helpdesk Advanced

The ICIT Helpdesk Senior Phone Agent position is the SA3 position in the leadership skills ladder for TSC Helpdesk student employees. This position may be held after the student employee has been employed with the Technology Support Center Helpdesk for a minimum of one year, completed all of the required courses for the three levels, and proven their leadership skills.

Students at this level will be expected to serve as a leader to student employees at the SA1 and SA2 levels, providing guidance and training in areas including, but not limited to: customer service, HPSM ticket creation, and troubleshooting. In addition, a student employee in this position should be familiar with basic imaging and setup, be able to concisely and comprehensively document troubleshooting steps involved in resolving an issue, be familiar with HPSM advanced functionality, and be able to determine which applied solutions would be quality additions to the knowledge base. Students leaving this position should have developed excellent training and time management skills, as well as have developed their technical writing and professional presentation skills.   


Interested in joining the helpdesk team?

Apply Online »

Questions: Contact Helpdesk Manager Lilly Berhane at berhanee@uww.edu or 262-472-7792  

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