Service Desk Customer Service Representative

Position Description:

The IT Service Desk's Customer Service Representatives (CSRs) enjoy helping students, staff, faculty, and guests navigate technology at UNI.

Common tasks:

  • Help with all forms of customer contact (phone, email, Service Hub, and in-person)
  • Troubleshoot general technology issues and questions such as account access, email, Google Apps, wifi, and Blackboard
  • Review documentation and training and provide suggestions for improvement
  • Create and monitor incidents, escalating or routing to other staff as needed
  • Follow instructions from CSRs- Level 2 and 3, GAs, and full-time staff

Reports to: Service Desk full-time staff


  • Strong interpersonal and communication skills (verbal and written)
  • Desire to help others
  • Aptitude and interest in technology plus willingness to learn
  • Attention to detail
  • Ability to handle multiple requests at the same time

Starting Pay: $10.25/hour

Additional pay increases each semester and opportunity to advance.

  • ITTC 36
  • (319) 273-5555
  • Service Hub