Help Desk - Student Developer Position Description (Student Leadership Program)

Position Summary

Student Developers are responsible for creating, updating, and testing the web applications used by the DoIT Help Desk and other DoIT teams. The primary application in development is Nova, which supports daily operations by providing staff scheduling, staff lookup, dispatch functionality, staff awards, staff attendance, staff coaching, and staff availability tools for Help Desk employees (and Cybersecurity).

The position equips students with technical and project management skills, as well as practical experience that benefits them after graduation.

This position reports to the Development Team Lead, who collaborates with the Help Desk Supervisor to define project scope and deadlines. Student Developers will earn up to $18.25 per hour, depending on their current training level, and all Help Desk Hours will be paid at that rate. Student Developers are required to work for a minimum of 15 hours per week.

Developers are expected to continue their professional growth at the Help Desk by completing Onsite and HDQA training if it was not finished prior to hire.

Duties

Help Desk Operations - 50%

• Perform regular Help Desk duties, including Phone, Chat/Email, Onsite, or HDQA shifts as scheduled.

Development Work - 45%

• Work collaboratively to complete development tasks on schedule
• Manage development projects, including but not limited to:
  • Updating and improving existing applications
  • Designing concepts and developing for new applications
  • Testing your own applications as well as those created by other developers
  • Writing documentation for the development team
  • Maintaining clear, informative code comments for other developers
• Monitoring general Help Desk operations, and assisting with phones or email during high-volume periods

Professional Development - 5%

• A key benefit to this position is being paid while you learn and strengthen your development, design, and teamwork skill. While in this role, you will:
  • Complete a training project to learn Node.js and React
  • Participate in goal-oriented development meetings
  • Present the current state of your project in a professional manner
  • Collaborate with other developers in areas you need assistance with
  • Serve as a technical resource for fellow developers
  • Set goals, requirements, and deadlines for projects
  • Train other developers

Experience and Skills Required

• Minimum of two semesters of Help Desk experience (summer term counts as a semester)
• Successful completion of Advanced Phones (Pick 3/6) and Chat/Email training
• Applicants must have experience with a minimum of one Object Oriented Programming language and be familiar with HTML and CSS
• Ability to thrive in the Help Desk environment including a strong record of analytical and troubleshooting skills, customer service, and case notes.
• Incorporate feedback and follow through on proposed solutions
• Work with a team to balance multiple priorities and projects to ensure successful results
• Willingness and ability to learn new concepts including:
  • Server-side technologies (MySQL, PHP, Node.js)
  • Browser scripting (Javascript, React)
  • Team development practices, version control (we use Git), and project tracking