Student Worker - Help Desk Technician

College: LCTC System

Department: Information Technology

Type of Appointment: Unclassified - Student

Salary: Student pay depends on college standing and will be in accordance with LCTC Student Pay policy.

Duties and Responsibilities:

Help Desk

• Build strong, professional relationships with LCTC System IT staff to foster a supportive and collaborative team environment.
• Work Request and Incident tickets in a timely manner within the ticketing system.
• Identify recurring ticket patterns that may signal a larger system issue and report them to the appropriate IT staff member.
• Document ticket details accurately, using clear, professional, and courteous language.
• Communicate effectively and professionally with customers, coworkers, and IT leadership.
• Perform other related duties as required or assigned.

Required Education:

High school diploma or equivalent.

Must be a full-time student and maintain full-time status in order to retain eligibility for continued employment as a student worker.

Verification of full-time student status must be furnished to the Human Resources office at the beginning of each Spring and Fall semester.

Required Licenses or Certifications:

• A valid Driver's License, and a clean driving record.
• Proof of motor vehicle insurance
• Proof of full-time student status
• Must pass a background screen

Preferred Experience:

• Familiarity with internet browsers, personal computing devices, and basic computer troubleshooting.
• Experience communicating professionally with technical staff and end users.

Preferred Knowledge, Skills and Abilities:

• Basic problem-solving skills, including diagnosing issues and identifying effective solutions.
• Sound judgment in customer service and managing customer expectations.
• Strong written and verbal communication skills.

Core Competencies:

Technical Skills - Comfortable navigating computer systems, browsers, and common software; able to learn new tools quickly. Diagnoses issues methodically, ask the right questions, and identifies practical solutions or knows when to escalate.

Customer Focus - Treats every users interaction with patience, courtesy, and professionalism, even under pressure or with frustrated users.

Communication - Explains technical issues clearly to non-technical users; documents tickets in a way others can understand and act on.

Work Quality and Organization - Accurately logs ticket information, follows up consistently, and catches patterns others might miss. Prioritizes multiple open tickets and balances coursework with a part-time work schedule.

Interpersonal and Adaptability - Works well with IT staff and other student workers; contributions to a supportive team environment. Adjusts to shifting priorities, new systems, and unexpected issues without losing composure.

Professional and Accountability - Looks for ways to improve processes rather than just closing tickets and follows through on assigned tasks without heavy supervision. Handles sensitive user/system information responsibly and takes ownership of assigned tickets through resolution.

Benefits: Benefits offered include Employee Assistance Program and option to contribute to Supplemental Retirement. Specific benefits depend on job category, percent effort and length of employment.

Application Deadline: Applications will be accepted and position will remain open until filled.

Application Instructions: Applicants for this position should submit a cover letter that addresses the outlined responsibilities, a resume, and the names and contact information for three professional/work-related references.

• If selected, applicant will be asked to provide proof of student status from the registrar.

In accordance with LCTC Policy #6.036, a criminal history check will be conducted on all new hires. LCTC participates in the federal E-Verify system for identification and employment eligibility purposes. LCTC is a State As a Model Employer (SAME) agency that supports improved employment opportunities for individuals with disabilities. For more information about the Louisiana Community and Technical College System, visit www.lctcs.edu.