What You'll Learn as a Desk Clerk

Desk Clerks assist in the day-to-day operations and provide excellent customer service at a residence hall front desk. Learn more and apply below.

Apply for Desk Clerks and Lead Desk Clerks

 

Basic Functions, Responsibilities, Work Hours, and Qualifications

Residence Education Desk Clerks assist in the day-to-day operations and provide excellent customer service at a residence hall front desk. Residence Education Desk Clerks are expected to fulfill all duties outlined in six core concepts: Customer Service, Administrative Skills, Communication and Teamwork, Community Support, Safety & Security, and a commitment to Diversity, Equity, and Inclusion (DEI). 

Responsibilities

Customer Service 

  • Serve as a building receptionist, greet residents and guests, and provide directions and assistance according to departmental expectations.  Answer phone and assist callers in a courteous manner and take detailed messages. 
  • Provide accurate information on and about campus resources to residents/customers and make referrals to Hall professional staff as appropriate. 

Administrative Skills 

  • Assist in resident check in and check out processes as outlined by the department. 
  • Check out/in keys in keeping with departmental policies. 
  • Check out/in rental items and equipment provided by Hall association according to departmental policies. 
  • Complete all paperwork, audits, and assignments as directed. 
  • Sort mail, place in appropriate mailboxes, complete package registration/notification, complete forwarding mail as instructed, and according to federal U.S. regulations and departmental procedures. 
  • Accurately communicate issues between residents and Hall professional staff including documenting work orders, concerns, and taking and relaying messages. 
  • Proficiently use computer systems including Star Rez, ICO and When to Work 
  • Complete special assignments that assist in Hall operations. 

Communication and Teamwork 

  • Professionally communicate with desk staff, residents, parents, and guests of the building. 
  • Communicate accurate and detailed information with Hall professional staff in a timely manner. 
  • Accurately communicate information between desk shifts by utilizing desk logs and in person check in. 
  • Track and maintain shifts, report when you are unable to work in a timely fashion and communicate with team to find someone to cover your shift. 
  • Serve as a positive role model for desk team, hall team, and residents. 

Community Support 

  • Process work order requests for staff/residents. 
  • Update informational boards and post/distribute flyers as assigned. 
  • Address inquiries and complaints from students and general public and refer to Hall professional staff as needed. 

Safety and Security 

  • Respond to crisis situations as trained in keeping with departmental policies. 
  • Oversee lobby and hall security.  Report all unusual incidents or violations to appropriate staff as trained. 
  • Monitor fire alarm panel and respond according to training procedures.  Document response accurately in accordance to departmental policies. 
  • Implement policies related to COVID-19 protocols  

Commitment to Diversity, Equity, and Inclusion 

  • Support the University of Iowa’s expectations on diversity, the Division of Student Life’s Multiculturalism and Diversity Initiatives, and the University Housing and Dining’s Statement of Community and Diversity. 
  • Conduct yourself in an honest, courteous, and professional manner at all times, showing respect for personas of all backgrounds, races, sexual or affectional orientation, gender identity, religion, abilities, etc. 
  • Report inappropriate behavior to Hall professional staff as appropriate. 
  • This position is limited to up to 20 hours per week (320 hours per semester). May work up to 40 hours per week during break periods (spring, summer, fall and winter) as assigned. 
  • Required to work some overnight shifts and weekend shifts. 
  • Must be enrolled as a student at The University of Iowa (during academic year). 
  • Must be willing to work the following shifts: weekend, overnight, holidays, move-in/move out, finals week, and during various campus events. 
  • Excellent communication (verbal and written), organizational skills, and ability to be positive and respectful in working with a diverse population. 
  • Reasonable experience in using computers and experience in handling multiple assignments, conflicting demands or priorities. 
  • Must be able to lift a minimum of 15 lbs. 
  • Must be able to maintain confidentiality of student information. 
  • Must attend in person training as assigned. Some online training may be required before start date. 
  • Must be in good conduct standing with The University of Iowa. 

What You'll Learn as a Lead Desk Clerk

In addition to their Desk Clerk duties, Lead Desk Clerks will monitor and assist in managing the operational activities of a University residence hall front desk.  Lead Desk Clerks will provide functional supervision of student staff assigned to work at the front desk.

Basic Functions, Responsibilities, Work Hours, and Qualifications

In addition to their Desk Clerk duties, Lead Desk Clerks will monitor and assist in managing the operational activities of a University residence hall front desk.  Lead Desk Clerks will provide functional supervision of student staff assigned to work at the front desk. Front desk hours vary, some are 24-hour desks. 

  • Report operational activities of the front desk, including problems/errors to the Professional and Merit staff. 
  • Assist with student desk clerk training at the beginning of each semester and ongoing throughout the academic year as assigned. 
  • Create and manage desk operational schedule, including regular academic year shifts, breaks, and holidays for the student desk staff. 
  • Cover shifts when there are unexpected vacancies or additional help needed as available. 
  • Ensure mail handling procedures are followed.  Track 2nd and 3rd notices for packages and notify resident according to policy. 
  • Track and send lock change notices to students who need to return keys and/or proximity cards. 
  • Assist in the investigation of lost keys and/or proximity cards. 
  • Track/Complete work orders in response to reports. 
  • Assists in implementing departmental policies and procedures. 
  • Participate in the planning, implementation, and evaluation of training and in-service sessions prior to and throughout the academic year for student desk clerk staff. 
  • Participate in development and implementation of University Housing & Dining policy as assigned.   
  • Develop a collaborative relationship with members of the department and the University community. 
  • Provide leadership to the desk team and serve aa role model. 
  • Organize and manage lost and found process at the desk. 
  • Implement COVID-19 process and protocols as necessary.  
  • Support the Residence Education Model (REM) components and help desk clerks have conversations with students around learning and the student transition  
  • May perform other duties as assigned. 
  • This position is limited to up to 20 hours per week (320 hours per semester). May work up to 40 hours per week during break periods (spring, summer, fall and winter) as assigned. 
  • Required to work some overnight shifts and weekend shifts 
  • Must be enrolled as a student at The University of Iowa (during academic year). 
  • Must be able to service in the role of Lead Desk Clerk for one full academic year (both fall and spring semesters). 
  • At least 6 months of experience working at a residence hall desk at The University of Iowa. 
  • Prior knowledge of computer systems including StarRez, Microsoft Teams, and Microsoft Outlook.  
  • Excellent communication (verbal and written) skills and be positive and respectful in working with a diverse population. 
  • Ability to organize and prioritize multiple tasks. 
  • Must be proficient in using computers, including Word, Excel, and email. 
  • Must be able to work 15-20 hours per week. 
  • Must be willing to work the following shifts: weekend, overnight, holiday shifts, move-in/move out, finals week, and various campus events. 
  • Must be able to attend training as assigned. Online training may be required before start date. 
  • Reasonable experience in handling multiple assignments, conflicting demands or priorities. 
  • Maintain confidentiality of student and employee information. 
  • Must be in good conduct standing with The University of Iowa. 
  • One year of experience working at a residence hall desk or equivalent experience at The University of Iowa. 
  • Ability to consistently work hours between 8:00 a.m. and 12:00 p.m. to assist with time sensitive tasks. 
  • Work a set weekly schedule with the majority of the hours being between 8:00 a.m. and 4:30 p.m. (Monday-Friday). 
  • Prior experience in preparing work schedules.