Information Technology Services is always looking for talented students to help support the technical needs of the university. We purposefully seek out students from all majors and backgrounds, so that our staff reflects the range of people we serve and the perspectives they offer. ITS employs students in both federal work-study and part-time non-work-study positions.
ITS Customer Services group is recruiting local pre-freshmen to join our team of student technicians. ITS Customer Services is composed a full service student computer repair center called the ResNet Resource Center (ResNet), and the Service Desk which maintains campus computer labs and classroom AV. We are searching for motivated students who are looking for an on-campus job for the upcoming academic year.
These positions are highly competitive so it is imperative you apply promptly. Please email your resume to ITSstudenthiring@northeastern.edu to be considered for a job within ITS Customer Services during this upcoming academic year. Submitted applications will be evaluated and qualified candidates will be matched with the ITS Customer Services role (either at the Service Desk or within ResNet) that best suits his/her skills and the needs of the department. Read the descriptions below to learn more about student staff positions available within ITS.
InfoCommons and Service Desk staff
Student staff help support ITS-managed computer labs and printer locations around campus, as well as provide email, phone and walk-up support to students, faculty and staff. Areas of responsibility may include:
- Help & Information Desk support: Provide in-person technical support for faculty, staff and students. Check in and out loanable inventory.
- Floater: Be available for students before they have to approach the Help & Information Desk, keep the ITS-managed labs clean, stock printer with paper and toner, and replenish additional paper supplies.
- Printer support: Ensure remote printers around campus are fully stocked and operational.
- Digital Media Commons (DMC) support: Provide in-person hardware and software support for Digital Media Commons, monitor reserved workstations and co-lab rooms.
- 54 Dodge support: Oversee Dell computer lab in 54 Dodge. Provide support for workstations and printer in this location.
- Phone support: Provide customer service and telephone support for university faculty, staff, students, alumni and parents.
- AV support: Serve as technical support for classrooms and labs. Delivery and setup of audio and video equipment.
During the academic year most student staff members work up to 20 hours per week depending on their course load, and up to 40 hours during the summer and intersession periods. Students working at the Service Desk support computers in the InfoCommons and Digital Media Commons Labs, Pharos Printers in the Library and across campus, and faculty/staff computers and mobile devices.
Candidates must have great communication and interpersonal skills, as student staff are on the front line for serving the university community. ITS looks for people that either have broad technical knowledge, or have specific expertise with specialty programs used in the ITS-managed computer labs. All applicants should have an understanding of, and systematic approach to, troubleshooting basic services such as wireless networks, printing, and email. Students with a background in a customer service-related field are preferred.
Service Desk in-house training is crafted to improve an employee’s computer knowledge and customer service skills.
How to apply
- Incoming freshmen – Students interested in any ITS Customer Service position should email his/her resume to ITSstudenthiring@northeastern.edu.
- Current students – Please visit the Student Employment website for open positions; search for Information Technology Services - Customer Service as the listed employer.
The ResNet Resource Center (ResNet) is a full-service student computer repair center that does both warranty and non-warranty work on student computers. Areas of assistance may include:
- Software support: Installing Windows or Mac OS X operating systems, or general software applications, including antivirus
- Data recovery and backup
- Networking support: troubleshooting networking issues, registering a computer or device for internet access on ResNet, NUwave, or NURes-device
- Tech support: removing viruses and/or, spyware, new computer setup, and answering general computer support questions
- Hardware support: diagnosing hardware problems, replacing Dell and Apple computer parts covered by warranty
- First-line support for HuskyCable TV
During the academic year most student staff members work between eight and 15 hours per week depending on their course load. A ResNet tech will work on up to three computers at one time troubleshooting various problems and conferring with other employees on issues. When there are no customers a ResNet employee may participate in maintenance of internal systems, self-train for certifications, contribute to a special project, or assist full time staff with operations support as needed.
ResNet technicians address a wide variety of computer problems. They must possess excellent customer service skills as well as strong computer troubleshooting skills. Training is provided but in-depth knowledge of Windows and/or OS X operating systems is important, as is familiarity with networking. Microsoft Certifications and CompTIA A+ certifications are not required but are encouraged.
ResNet in-house training is crafted to improve an employee’s computer knowledge and customer service skills. Approximately 50 hours of training is spread over several weeks and includes hands-on ‘break-fix’ training on test machines. New employees will participate in field training, which involves checking both data and cable TV ports in residential rooms throughout campus. This program also instructs new employees in regards to our computing practices and familiarizes them with the Northeastern University Appropriate Use Policy.
How to apply