Part-Time Lab Assistant

Under the supervision of the Virtual Labs Manager, the Lab Assistant staff provide essential technical assistance to students and faculty.

• Offer guidance in troubleshooting software-related challenges.
• Manage escalations.
• Ensure a seamless learning experience.
• Serve as the first line of support for lab-related technical difficulties through Zoom and email.
• Maintain the integrity of lab environments.
• Contribute to the continuous improvement of lab resources and documentation.
• Deliver exceptional customer service to students and faculty.
• Troubleshoot software installation and usage issues.
• Perform regular quality assurance checks of virtual lab environments each term.
• Report errors in lab documentation.
• Provide technical expertise for new technology implementation.

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, and IT technical support.
• Excellent verbal and written communication skills.
• Understanding of virtual learning environments and educational technology platforms.
• Basic software testing and quality assurance capabilities.
• Ability to remain patient and professional when dealing with frustrated users.
• Adaptability to learn new technologies and software applications quickly.

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