Google Storage Support Assistant

DIVISION: IT Security Desk

POSITION: Google Storage Support Assistant

SUPERVISOR: Assistant Director, IT Service Desk

SUMMARY

The Google Storage Support Assistant is responsible for providing support to the Fordham University community regarding Google storage concerns. This role involves answering phones, responding to emails, and addressing issues related to Google storage. The position requires 10-15 hours of work per week, with tasks being performed on campus. Google Storage Support Assistants will provide clear and accurate assistance, escalate complex issues, and ensure a positive user experience.

ESSENTIAL FUNCTIONS

• Respond to phone calls and emails related to Google storage inquiries and issues.
• Assist community members with troubleshooting and resolving storage-related problems.
• Document and close support requests in ServiceNow.
• Route complex issues to Level 2 support when necessary.
• Provide follow-up communication to ensure issues are resolved satisfactorily.
• Collaborate with Level 1 and Level 2 technicians to resolve more complex issues.

GENERAL RESPONSIBILITIES

• Gather and document data relevant to assigned tasks.
• Perform basic troubleshooting and analysis of Google storage inquiries and issues.
• Set proper expectations for users when issues require escalation.
• Communicate regularly with supervisors and team members.
• Maintain detailed documentation of daily tasks and support activities.
• Participate actively as a team member and contribute to project goals.
• Follow established processes and procedures.
• Perform other related duties as assigned.

SUMMARY OF COMPETENCIES

• Strong analytical skills with the ability to communicate effectively.
• Exceptional verbal and written communication skills.
• Ability to manage multiple issues simultaneously in a dynamic environment.
• Strong customer service orientation.
• Ability to work independently and make decisions with minimal supervision.
• Attention to detail and commitment to following best practices.

REQUIRED QUALIFICATIONS

• Currently enrolled as a student at Fordham University.
• Strong communication skills, both verbal and written.
• Basic understanding of Google Workspace and related technologies.
• Ability to work 10-15 hours per week, including potential evening or weekend hours.
• Customer service experience, with the ability to interact professionally with faculty, staff, and students.
• Basic troubleshooting skills and the ability to escalate issues when necessary.

PREFERRED QUALIFICATION

• Interest in learning more about Google Workspace and cloud storage technologies.

COMPENSATION: $16.00 per hour

APPLY
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