Under the supervision of the Virtual Labs Manager, the Lab Assistant staff provide essential technical assistance to students and faculty, offering guidance in troubleshooting software-related challenges, managing escalations, and ensuring a seamless learning experience. They serve as the first line of support for lab-related technical difficulties, utilizing various communication channels, including Zoom and email interactions. They play a critical role in maintaining the integrity of lab environments and contribute to the continuous improvement of lab resources and documentation.
Essential Duties & Responsibilities
Deliver exceptional customer service to students and faculty experiencing virtual lab technical difficulties through multiple support channels. Ensuring the highest level of customer service when supporting students, faculty, and staff
Troubleshoot software installation and usage issues, helping students navigate lab activities and software tools across different environments. To ensure effective resolution of lab-related issues
Respond to complex technical concerns and escalate unresolved issues to the appropriate support units.
Perform regular quality assurance checks of virtual lab environments each term, documenting and communicating issues to vendors and academic leadership.
Identify and report errors in lab documentation or instructions discovered through support interactions.
Provide technical expertise for new technology implementation, including testing applications and participating in the technology vetting process.
Required Education and Experience
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
Preferred Education and Experience
Master's degree and 3-5 years of similar work experience.
Demonstrated knowledge of virtualization, cloud computing, system administration, networking, server and storage technologies, database technologies, and IT technical support.
Minimum Knowledge, Skills, and Abilities
Excellent verbal and written communication skills for clear explanation of technical concepts.
Familiarity with basic networking principles and troubleshooting methodologies.
Understanding of virtual learning environments and educational technology platforms
Documentation skills for accurately recording issues and solutions
Basic software testing and quality assurance capabilities
Ability to remain patient and professional when dealing with frustrated users
Capacity to translate technical information into easy-to-understand language
Adaptability to learn new technologies and software applications quickly
Demonstrated knowledge in two or a combination of the following domains and listed software and technology is required
Network Scanning & Security Tools
NMAP, Nessus, Wireshark ( Nikto
Metasploit Framework, OpenVAS, Burp Suite
Forensics Tools
Autopsy, TrID, OSTE Meta Scanner, FTK
Programming & Development Tools
GNU Nano (Python coding), Ubuntu Terminal, CLI
SQL, HTML, Python Vulnerable Application
VIM, Visual Studio Code, C Compiler (GCC)
WebGoat, WebWolf
Operating Systems & Platforms
Kali Linux, Windows PowerShell, Windows Event Viewer
Greylog, Logcheck, ELK Stack, Trex SE
Cryptography Tools
CrypTool
Miscellaneous Tools
MISP Threat Sharing, FTP, OWASP
All submissions should include a cover letter and resume.
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