User Services Communications Specialist - Help DeskAt — IT Dep. CSUMB

** Project reserved for a student enrolled in CST462 only *

Student will directly assist individuals with their technical concerns in a clear and professional way.

Duties include Tier 1 support such as password resets, MFA help, and troubleshooting email or Wi-Fi problems. Responding to WEPA printing errors, document and escalate tickets when needed, and help with setting up and breaking down tabling events.

A key part of the role is providing strong customer service and working one-on-one with users to address and resolve their issues. I will also handle a wider range of troubleshooting, including printers, workstations, and network-related concerns. In addition, I will update and maintain documentation, check back on tickets to make sure problems are fully resolved, and apply independent judgment when dealing with more complex situations.

Potentially help lead workshops, support training efforts, and mentor newer team members. This service-based work focuses on supporting the campus community, keeping daily operations running smoothly, and continuously improving the assistance provided to students, faculty, and staff.