“On the Job” is a weekly feature that highlights the duties of student employees at Central Michigan University. This week, staff reporter Dominick Mastrangelo sat down with Marysville senior Timothy Mishkoor to discuss his campus job as a help desk analyst.
Time spent on the job: Six months.
Job description: Mishkoor works a variety of tasks at the help desk, including assisting students, faculty and staff with various technical difficulties on and off campus.
What is a typical day at the help desk like? What types of things do you deal with on a daily basis?
Timothy Mishkoor: We work on a few different fronts: email, telephone and the physical front desk. All of them stay pretty busy and we are all responsible for everything. We take care of scantrons and broken computers often. People come in for that stuff almost every day.
Have there been any major technical difficulties thus far that have created difficulties?
TM: Blackboard had a little glitch in the very beginning of the year. We took a lot of calls on that. A large part of the job is calming people down and showing them there is often a clear and relatively easy solution to their problem.
Do people ever take advantage of the help desk?
TM: We have to draw the line at some point. I can help kids with software, but I’m not going to do your homework. People think everything goes through us, which is not always true.
What is the most strenuous part of your job?
TM: We have to log every single call or request we get. Everything is accounted for – even a hang up call – so entering every single call or whatever can get a little tedious, but I love my job, so it’s OK.
What is your relationship like with the other analysts?
TM: I cannot state how great our team is here. These are the best people I know. We come here every day. We don’t have to deal with each other, but we choose to because there is a sense of friendship. You can just feel it sometimes.