New Chamber Members
Overview
Incorporated in 1931, Montana State University Bookstore, Inc. (MSU Bookstore), is a student-faculty owned cooperative that serves Montana State University and the surrounding Gallatin Valley. As a student-faculty owned co-op, the MSU Bookstore seeks to provide the lowest possible pricing on textbooks for our students. This is done through rebating the retained earnings of previous years’ sales back to our student owners through aggressive textbook discounting. This ongoing mission has allowed us to be a national leader in offering competitive course material prices to our students. Each MSU Bookstore employee is expected to promote an atmosphere of courtesy and respect within the MSU Bookstore team by demonstrating positive leadership skills that build up the culture within the MSU Bookstore. Some of these skills include such things as collaborative problem-solving, calm, and inclusive speech, and practicing a teamwork mindset over a harsh or authoritative delegation style. It is also a baseline expectation that all MSU Bookstore employees celebrate our customers by engaging, advocating for, and contributing to the feeling of acceptance and inclusiveness for all MSU Bookstore customers and employees.
Primary Purpose
Under the direction of the Executive team & the Bobcat Tech Supervisor, the core objective of the MSU Bookstore Bobcat Tech Repair Technician is to drive sales by regularly engaging with all guests of the MSU Bookstore including those who reach out via the phone or online to solicit technology repair services provided by the MSU Bookstore. This position is required to participate in retail best practices such as product recommendations, informing all customers of promotions when they enter the store, participating in sales team challenges, and maintaining knowledge of our products and store layout. In addition to performing tasks associated with the daily operation of the Bobcat Tech department, this position requires the regular operation of a cash register, supporting the needs of other departments such as restocking the sales floor, pulling online orders, transferring stock to off-site locations, basic cleaning tasks, and other duties as assigned. This position is a key customer service position within the company and works closely with all departments and stakeholders associated with the MSU Bookstore. This is a communication-heavy position that requires strong attention-to-detail, a love for sales, and a desire to stay on the move as part of a dedicated, hardworking team. This position is primarily performed on-site but requires rotating shifts at pop-up events and Bookstore stadium shops. Some weekend shifts and occasional overtime are required.
Primary Duties
1. Diagnose and repair hardware and software issues on guest laptops, desktops, tablets, and mobile devices.
2. Perform virus/malware removal, OS installations, driver updates, and general maintenance.
3. If applicable, assist guests with connecting to campus networks, printers, and other systems.
4. Educate and guide guests on proper device care and basic troubleshooting.
5. Track and document repairs, service requests, and outcomes using help desk software and platforms.
6. Maintain a clean and organized tech repair space.
7. Coordinate with vendors for warranty services or advanced repairs.
8. Support device loan programs or student device distribution events.
9. Stay current with emerging technologies and common student tech trends.
10. Responsible for maintaining the organization and cleanliness of the Bobcat Tech cash-wrap and tech repair room including refilling supplies, returning hangers and go-backs, emptying the trash, organizing tech room supplies, etc. 11. Greets each guest of the MSU Bookstore as they enter the store in a warm and engaging manner.
12. Follows all guest engagement and loss prevention policies.
13. Shares promotional updates and drives in-store traffic toward key areas like our clearance section and specialty collections.
14. Stays up to date on the 3-week SUB schedule to tailor greetings and to identify value-based sales opportunities for visiting groups or demographics.
15. Reinforces service and sales expectations outlined by the MSU Bookstore Executive team including ensuring accurate and consistent explanation of the return policy, regularly suggesting additional products to add to a transaction, and advocating for Blank Canvas and our not-for-profit mission.
16. Provides the Executive team with regular feedback related to the guest experience and ways to optimize return patronage and drive sales.
17. Demonstrates a positive attitude, professionalism, and commitment to guest satisfaction in all interactions, serving as a role model for the team.
18. Maintains a growing knowledge of products, collections, vendors, and all other Bookstore services.
19. Demonstrates a high level of emotional intelligence and the ability to de-escalate combative situations in a calm and collaborative manner.
20. Operates a cash register, performs merchandise returns, and completes other tasks associated with Bookstore operations.
21. During slow tech repair periods, supports the operational needs of other departments including assisting Blank Canvas Creative with production tasks, completing ecommerce functions, and assisting the Sales team with a variety of merchandise-related activities.
22. Participates in end-of-shift restocking and rotating of the MSU Bookstore sales floor especially after high-traffic periods such as RUSH or special events.
23. Regularly checks and utilizes the Microsoft TEAMS platform to receive information related to store updates, task lists, and procedure changes.
24. Regularly utilizes software associated with store operations including Asana, When I Work, Apple GSI, Resero, and other hardware/software repair systems.
25. Under the direction of the Executive team and Director of IT, this position may provide internal tech support for operational or event set-up purposes. These tasks may include working with the Chief Wellness Officer on tasks related to an employee’s onboarding or exit from the company or assisting the Chief Branding Officer with register set-up at stadium games.
26. Required to comply with all federal, state, and local laws related to Title IX, Mandatory Reporting requirements, FERPA, FLMA, FLSA (Fair Labor Standards Act), HIPPA, HEA, OSHA, and other Federal employment, higher education, and workplace laws.
27. Practices strict confidentiality relating to all student (FERPA), employee, customer, Bookstore, University, and financial data.
28. Under the direction of the Chief Wellness Officer, adheres to all policies and procedures related to employee wellness and safety as outlined by OSHA, state & federal laws, and other relevant entities.
29. Maintains an understanding of PCI Compliance guidelines and completes annual mandatory certification.
30. Required to adhere to all policies and procedures outlined in the employee handbook.
31. Required to participate in annual inventory, seasonal events, stadium shifts, and open/close rotations.
32. Some travel to other worksites or industry events may be required.
33. Other duties as assigned.
Required Qualifications:
• High school diploma or equivalent; relevant technical certifications (CompTIA A+, etc.)
• Apple Certification required prior to hire
• 1+ years of experience in computer repair or IT support
• Strong knowledge of Windows, macOS, Chrome OS, and mobile device platforms
• Ability to explain technical concepts in clear, student-friendly language
• Customer-focused mindset with patience and empathy
• Attention to detail and excellent documentation skills
Preferred:
• Experience working in a school, college, or customer service environment
• Familiarity with educational technology platforms and learning management systems
• 1+ years of experience operating a cash register and performing other retail-related duties.
• Experience working with veteran service and other third-party accounts Working Conditions:
• May require regularly lifting up to 50 pounds.
• Role requires standing for long periods of time during shifts.
• May require working outdoors in inclement weather.
• Requires a variety of repetitive motions including squatting, bending, gripping, and kneeling.
• Regular communication via phone, email, and in-person is required.
• Requires the ability to multi-task in a fast-paced retail environment.
• Some weekend, evening, and special event shifts are required.
• The MSU Bookstore are typically between 7:30 AM - 6:30 PM (M-F) and 9:30 AM - 5:00 PM (Saturdays). Shifts may rotate. Must be available to work during all hours of operation.
• The business operates year-round. It does not follow the academic calendar.
• May be required to travel to other locations for training and pop-up events.
Knowledge, Skills and Abilities (KSAs):
• Excellent customer service skills, along with excellent interpersonal, written, phone and e-mail communication skills, including the ability to work with diverse populations.
• Intermediate working skills of word processing, spreadsheets, email, and database applications, typically within the Microsoft Office Suite.
• Detail-oriented with the ability to be flexible, manage multiple tasks and shifting priorities, work under pressure and meet deadlines.
• Ability to work independently, be self-directed and work as a member of a team.
• Develops positive relationships and a positive image of the store with the campus and the community to best serve the needs of the students, faculty, staff, and community.
Diversity & Inclusion Statement: Diversity and inclusion are integral to our mission and values. We are committed to fostering a culture where all individuals are valued, respected, and empowered to bring their authentic selves to work. We believe that diversity of experiences, perspectives, and backgrounds strengthens our organization and drives innovation. We are dedicated to creating a workplace that is reflective of the diverse communities we serve, and we actively seek to recruit, develop, and retain talented individuals from all walks of life. Through our affirmative action initiatives, we strive to ensure equal opportunity for all employees and applicants, regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law. By embracing diversity and inclusion, we are not only enriching our organization but also contributing to a more equitable and just society
