Technology Help Desk Consultant

About the job

The Technology Help Desk is one phone number, one email address, and one counter on Level 1 of Halvorsen Library. About two-thirds of the people who answer them are students. We are hiring three consultants for the rest of fall semester and through spring, mostly for evening and weekend coverage.

You will not be fixing servers. You will be resetting a lot of passwords, walking people through the Wi-Fi profile, and writing ticket notes clear enough that the next person does not have to start over.

What you’ll do

• Take calls, tickets, and walk-ups; resolve what the knowledge base covers and escalate the rest with complete notes.
• Reset passwords and multi-factor enrollment, verifying identity with a Porter Card or a call-back to the number on file — never on the caller’s say-so.
• Troubleshoot campus Wi-Fi, VPN, and PorterPrint balances.
• Flag possible phishing or compromised accounts to the information security team the same day (see account security).
• Suggest fixes to knowledge-base articles that confused you or the caller.

What we’re looking for

• Patience on the phone with someone whose paper is due at midnight.
• Comfort with Windows and macOS settings, phones, and browsers; no programming required.
• Accurate typing and the habit of writing down what you did.
• Preferred: a major or minor in computing, or a past retail or support job.

New consultants complete about 12 paid hours of shadowing and knowledge-base training before taking calls alone, and sign a confidentiality agreement covering student records.

Schedule and pay

The desk is open Monday–Thursday 7:30 a.m.–9 p.m. and Friday 7:30 a.m.–5 p.m.; weekends, noon–6 p.m., are phone and email only and can sometimes be worked from the desk’s back room. Shifts are three to five hours. Consultants who return for a second year move up to lead consultant at the Tier 3 rate.

Campus jobs are capped at 20 hours a week combined while classes are in session and 40 over breaks (see hour limits); for F-1 students the 20 is firm. Pay is biweekly by direct deposit; log every shift in the payroll system so your supervisor can approve it before the cutoff.

How to apply

Apply in PorterConnect, the student employment portal in MyPorter, under job number SJ-26-1120. Upload a résumé and answer two short screening questions: a scenario about a locked-out student, and a paragraph explaining any technical task to a non-technical reader.

Apply by October 23, 2026. Questions about the job go to Marisol Kettering, Help Desk Manager, Information Technology, at ketteringm@uwporterfalls.edu or (715) 555–0147. Once hired, you complete an I-9 in person and a W-4 before your first shift; plan on a pay period or two before the first check arrives.