Help Desk - Student Developer Position Description (Student Leadership Program)
DoIT Help Desk Support Staff
Division of Information Technology (DoIT) Help Desk
University of Wisconsin - Madison
Position Summary
Student Developers are responsible for creating, updating, and testing the web applications used by the DoIT Help Desk and other departments in User Services. These applications include the staff schedule, staff lookup, dispatch utility, and several others that Help Desk staff use every day.
The position provides student employees with technical and project management skills along with on-the-job experience that will benefit students when they finish college and continue in their chosen career.
This position reports to the Development Team Lead, who will work with the Level 1 Team Lead to help set the scope and define the deadlines for projects. Student Developers will earn $18.25 an hour for all Help Desk hours worked and would be required to work for a minimum of 15 hours per week.
Developers are expected to continue their professional growth at the Help Desk by participating in training for new services and by completing HDQA training, if this has not been completed upon hire.
Duties
- 50% Help Desk Operations
- Perform regular Help Desk duties, including Phone, Chat/Email, or HDQA shifts as appropriate
- 45% Development Work
- Work as a team to complete development work in a timely manner
- Manage development projects, which include but are not limited to:
- Updating or improving existing applications
- Creating the concept or development for new applications
- Testing your own or other developers' applications
- Writing basic documentation about how to use new applications for end users
- Maintaining comments explaining your code for other developers
- Monitoring general Help Desk operations, and assisting with phones or email during high-volume periods
- 5% Professional Development
- A huge value to this position is being paid for the time you are learning and improving your development, design, and teamwork skills. While working in this position, you will:
- Complete a two week training project to learn Node.js and React
- Participate in goal-oriented development meetings
- Present, in a professional manner, the current state of your project
- Collaborate with other developers in areas you need assistance with
- Act as a technical resource for other developers
- Set goals, requirements, and deadlines for projects
- Additionally, developers will be provided access to Pluralsight, which offers online training courses for a variety of development tools and techniques
- A huge value to this position is being paid for the time you are learning and improving your development, design, and teamwork skills. While working in this position, you will:
Experience and Skills Required
- One semester of Help Desk experience is recommended, but not required
- 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.
- 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
- Incorporate feedback and follow through on proposed solutions
- Work with a team to balance multiple priorities and projects with the ability to achieve successful outcomes