Infrastructure Support Assistant- Third Shift

Summary:

This position is responsible for assisting full time staff in monitoring the status of critical computer systems and computer system hardware located in the data center, maintaining a secure environment, promptly and efficiently escalating any issues that arise to full-time staff, coordinating network events and status between multiple parties, and other duties as assigned. 

Qualifications:  

Preferred:

- The student should have exceptional attention to detail, punctuality, attendance, and effective communication and customer service skills.

Required:

-   Possession of a valid UWM student ID.  

Job Duties include but are not limited to:

• General:
• Send Shift Reports with detailed information of all that occurred during each worker’s hours at the end of every shift.
• Record and deliver accurate messages between all parties inside the Data Center as requested.
• Be available and alert to immediately respond to and coordinate the prompt and effective restoration of critical UWM network services.
• Assist in maintaining a clean and professional work environment.
• Attend meetings and training as required.
• Stay knowledgeable regarding work policies and procedures.
• Network and Server Duties: 
• Monitor the environment and functionality of all equipment inside the server room, assess and report any suspicious problems or errors to the appropriate personnel.
• Monitor websites and escalating problems to proper personnel.
• Technical Support (Third Shift):
• Troubleshoot client concerns as reported via voicemail to the designated telephone number that receives calls while the UWM Help Desk is in unattended mode.
• Log all client problems, contacts, and solutions using Cherwell.
• Escalate problems according to Data Center Escalation Procedures.
• Communication:
• Be able to fluently understand, read, and speak English.
• Efficiently communicate using phones, email, and face to face interaction.
• Effectively communicate issues or problems regarding daily shifts with coworkers, full time staff, and supervisors.
• Teamwork:
• Respect and support coworkers, supervisors, full-time staff, and visitors
• Pass information effectively and completely to the incoming shift worker
• Work with full time staff assisting with daily duties such as:
• Filing
• Shift Recording/Reporting
• Incident reporting
• Work as directed by Infrastructure Support Team and other full time staff