Job Description

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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