Lab Assistant

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Role Description

Under the supervision of the Virtual Labs Manager, the Lab Assistant staff provide essential technical assistance to students and faculty, offering guidance in troubleshooting software-related challenges, managing escalations, and ensuring a seamless learning experience.

• Serve as the first line of support for lab-related technical difficulties through various communication channels, including Zoom and email.
• Maintain the integrity of lab environments and contribute to the continuous improvement of lab resources and documentation.
• Deliver exceptional customer service to students and faculty experiencing virtual lab technical difficulties.
• Troubleshoot software installation and usage issues, helping students navigate lab activities and software tools.
• Respond to complex technical concerns and escalate unresolved issues to the appropriate support units.
• Perform regular quality assurance checks of virtual lab environments each term.
• Identify and report errors in lab documentation or instructions discovered through support interactions.
• Provide technical expertise for new technology implementation, including testing applications and participating in the technology vetting process.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field required.
• At least 1-2 years of similar work experience in technical support or helpdesk environments.
• Experience troubleshooting software installation and usage issues.
• Familiarity with ticket management systems (particularly Salesforce).
• Ability to document technical issues clearly and comprehensively.
• Problem-solving mindset with attention to detail.

Requirements

• Master’s degree and 3-5 years of similar work experience preferred.
• Demonstrated knowledge of virtualization, cloud computing, system administration, networking, server and storage technologies, database technologies, and IT technical support.
• Excellent verbal and written communication skills for clear explanation of technical concepts.
• Familiarity with basic networking principles and troubleshooting methodologies.
• Understanding of virtual learning environments and educational technology platforms.
• Documentation skills for accurately recording issues and solutions.
• Basic software testing and quality assurance capabilities.
• Ability to remain patient and professional when dealing with frustrated users.
• Capacity to translate technical information into easy-to-understand language.
• Adaptability to learn new technologies and software applications quickly.

Benefits

• Time Off: C1s that regularly work over 12 hours per week are eligible for limited sick and safe leave at the rate of 1 hour for every 30 hours worked, up to a maximum accrual of 40 hours in a calendar year.
• Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance.
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options.
• Hiring Rate: $22.00.