Job Description

College LCTC System

Department Information Technology

Type of Appointment Unclassified - Student

Salary Student pay depends on college standing and will be in accordance with LCTC Student Pay policy.

Duties and Responsibilities

Help Desk
• Build strong, professional relationships with LCTC System IT staff to foster a supportive and collaborative team environment.
• Work Request and Incident tickets in a timely manner within the ticketing system.
• Identify recurring ticket patterns that may signal a larger system issue and report them to the appropriate IT staff member.
• Document ticket details accurately, using clear, professional, and courteous language.
• Communicate effectively and professionally with customers, coworkers, and IT leadership.
• Perform other related duties as required or assigned.

Required Education

High school diploma or equivalent.

Must be a full-time student and maintain full-time status in order to retain eligibility for continued employment as a student worker.

Verification of full-time student status must be furnished to the Human Resources office at the beginning of each Spring and Fall semester.

Required Licenses or Certifications

• A valid Driver’s License, and a clean driving record.
• Proof of motor vehicle insurance
• Proof of full-time student status
• Must pass a background screen

Preferred Experience

• Familiarity with internet browsers, personal computing devices, and basic computer troubleshooting.
• Experience communicating professionally with technical staff and end users.

Preferred Knowledge, Skills and Abilities

• Basic problem-solving skills, including diagnosing issues and identifying effective solutions.
• Sound judgment in customer service and managing customer expectations.
• Strong written and verbal communication skills.

Core Competencies

Technical Skills - Comfortable navigating computer systems, browsers, and common software; able to learn new tools quickly. Diagnoses issues methodically, ask the right questions, and identifies practical solutions or knows when to escalate.

Customer Focus - Treats every users interaction with patience, courtesy, and professionalism, even under pressure or with frustrated users.

Communication - Explains technical issues clearly to non-technical users; documents tickets in a way others can understand and act on.

Work Quality and Organization - Accurately logs ticket information, follows up consistently, and catches patterns others might miss. Prioritizes multiple open tickets and balances coursework with a part-time work schedule.

Interpersonal and Adaptability - Works well with IT staff and other student workers; contributions to a supportive team environment. Adjusts to shifting priorities, new systems, and unexpected issues without losing composure.

Professional and Accountability - Looks for ways to improve processes rather than just closing tickets and follows through on assigned tasks without heavy supervision. Handles sensitive user/system information responsibly and takes ownership of assigned tickets through resolution.

Benefits Benefits offered include Employee Assistance Program and option to contribute to Supplemental Retirement. Specific benefits depend on job category, percent effort and length of employment.

Application Deadline Applications will be accepted and position will remain open until filled.

Application Instructions Applicants for this position should submit a cover letter that addresses the outlined responsibilities, a resume, and the names and contact information for three professional/work-related references.

*If selected, applicant will be asked to provide proof of student status from the registrar.

In accordance with LCTC Policy #6.036, a criminal history check will be conducted on all new hires. LCTC participates in the federal E-Verify system for identification and employment eligibility purposes. LCTC is a State As a Model Employer (SAME) agency that supports improved employment opportunities for individuals with disabilities. For more information about the Louisiana Community and Technical College System, visit www.lctcs.edu