Role Snapshot
Graduate-level IT technician position providing advanced technical support to the Villanova University community through multiple channels while mentoring student employees and serving as a point of escalation for technical issues.
Key Responsibilities: Monitor and respond to support tickets via phone, chat, and in-person interactions; diagnose and resolve complex hardware, software, network, and account-related issues; assist with account administration and mentor fellow student technicians.
Skills & Tools: Advanced technical troubleshooting expertise, strong customer service and communication skills, independent problem-solving ability, knowledge of enterprise systems and security compliance standards, and capability to work with minimal supervision.
Qualifications: Minimum one year of previous experience in IT support, customer service, technical troubleshooting, or related field preferred; must be a graduate student eligible to work 10-20 hours per week during the 2026-2027 academic year.
Compensation: $15/hr
Job Description
Graduate Information Technology Technician
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Posting Details
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Position Information
Posting Number:
20260399V
Position Title:
Graduate Information Technology Technician
Posting Type
Student
Hours/week:
10-20
Eligibility:
Work study preferred but open to all students
Semester
2026-2027 Academic Year
Location
Kennedy Hall
Detailed Work Schedule
10-20 hours a week
Number of positions:
5
Department:
715-UTS - Technology Support Services
Contact Name:
Kimberly Walter
Contact Phone/Extension:
6105194899
Position Summary Information
Job Description Summary:
- The Senior Information Technology Technician is a graduate student position. They provide advanced technical support to the Villanova University community through phone, chat, and in-person customer service channels.
- This role requires strong technical expertise, analytical thinking, customer service skills, and the ability to work independently. While serving as a mentor, technical resource, and point of escalation for other student employees.
- Record support requests using our TeamDynamix (TDX) ticketing system.
Requirements:
- Provide excellent customer support through phone, chat, and face-to-face interactions.
- Monitor the Service Desk ticketing queue and proactively respond to incoming tickets, emails, chats, and support requests to ensure timely resolution.
- A minimum of one year of previous experience in information technology support, customer service, technical troubleshooting, or a related field is preferred.
- Diagnose, troubleshoot, and resolve complex hardware, software, network, and account-related issues.
- Utilize advanced technical knowledge and problem-solving skills to identify and resolve technology concerns efficiently.
- Exercise responsible use of elevated system access to support University technology resources and services.
- Assist with account administration and operational support for enterprise systems and services.
- Work independently with minimal supervision while demonstrating sound judgment and accountability.
- Adhere to all University security, privacy, compliance, and data protection standards.
- Serve as a technical resource for fellow student technicians by sharing knowledge, assisting with troubleshooting, and helping mentor newer team members.
- Excellent written and verbal communication skills.
Additional Information:
Summer, Fall, and Spring position.
* Technology Support Services will provide ALL training.
* Technology Support Services will provide ALL training.
Wage Rate:
15.00
Posting Detail Information
Open Until Filled
Yes