To apply for general ITS jobs:
- Complete the STS employment application, which can be downloaded as a Microsoft Word Document or picked up from the ITS front desk
in IACC 206.
- Attach a current resume.
- Submit the application to the ITS front desk or to the STS personnel manager by mail or fax using the
contact information to the right.
Please note:
- Applications are accepted at all times, regardless of current job openings, since several positions
open throughout the year.
- Incomplete applications will not be considered.
- Some positions may have special application requirements. Any such requirements will be noted in the
position description.
Job Openings in ITS
Help Desk Consultant Trainee
Hours/week: 10 Minimum
Reports to: ITS Help Desk Management Team
Under the guidance of more senior Help Desk staff, provide in-depth, effective, and timely technical
assistance to NDSU students, staff and faculty for services offered by Information Technology Services.
This assistance will be provided via telephone, walk up support, and e-mail.
Duties and Responsibilities:
- Problem management of desktop computers, workstations, network and server problems
- Log problems in a problem tracking system and use appropriate escalation methods to ensure problems
have a timely resolution
- Receive, track, monitor, and distribute print jobs and check-out equipment
- Collect and dispense information with groups within and outside ITS and route more complex problems
to senior help desk consultants, management or other ITS specialists
- The highest level of confidentiality will be maintained, consultant will have access to privileged
information that is strictly governed by university policies and other state and federal laws
- Maintain a high-level of professionalism and perform other duties as directed or assigned by help
desk management
Minimum Qualifications:
- Basic working knowledge of computers
- Good people skills
- Good written and oral communication skills
- Current NDSU enrolled student
Preferred Qualifications:
- Experience working with computers in a networked environment
- Experience in customer service
- Experience troubleshooting Mac and/or Windows operating systems
- Working knowledge in the following:
-
- Microsoft Office Products
- Web Browsers
- E-mail Applications
Technical Writer
Hours/week: 10 - 15 hours
Starting wage: $7.50/hour
Reports to: ITS Help Desk Management Team
Researches, writes, and publishes technical materials for reports, manuals, and related technical
publications concerned with installation, operation, and maintenance of ITS supported applications/hardware
and services. Individual is to works under close supervision.
Duties:
- Translate complex computer concepts and technology into documented instructions.
- Composing, editing and producing web and paper-based documentation as well as online help
applications and internal publications for both the Help Desk and ITS website.
- Edit, standardize, or revise material prepared by other writers or personnel.
- Prepare layout of material for publication.
- Prepare rough drafts of the publication for review with the project staff and/or customers.
Skills/knowledge and abilities:
- Writing - Communicating effectively with others in writing as indicated by the needs of the
audience.
- Active Listening - Listening to what other people are saying and asking questions as
appropriate.
- Speaking - Talking to others to effectively convey information.
- Information Gathering - Knowing how to find information and identifying essential information.
- Information Organization - Finding ways to structure or classify multiple pieces of information.
- Synthesis/Reorganization - Reorganizing information to find a better approach to solving problems or
completing tasks.
- Active Learning - Working with new material or information to grasp its implications.
English Language - Knowledge of the structure and content of the English language including the meaning
and spelling of words, rules of composition, and grammar.
TLMC Learning Assistnat
Hours per week: 10
Starting Wage: $7.50/hour
Reports to: TLMC Manager
In the TLMC lab: Assist students on a walk-in or by-appointment basis, with technology-related course
work and projects, including multimedia projects. In the IACC clusters: Provide short-term software
assistance, troubleshoot problems, answer questions, refer to Help Desk or TLMC lab when necessary, keep
clusters tidy. Assist with developing tutorials and other documentation as needed.
Learning assistants may also be asked to teach short classes on Adobe, Macromedia, Microsoft, and other
software and technology topics to small groups in a classroom setting. Assistants will also create, update,
and review training materials, as well as assist other lab assistants in their duties. This position offers
a great opportunity to improve your ability to assist others while building your own skills!
Duties and Responsibilities:
- In the lab: Provide NDSU students with one-on-one and small group assistance with technology-related
course work and projects on a walk-in or by-appointment basis
- In the clusters: Provide assistance to students working in the clusters (provide short-term software
assistance, troubleshoot problems, answer questions, refer to Help Desk or TLMC lab when necessary, and
keep clusters tidy)
- Assist students with self-paced learning materials available in the lab and online (reference books,
training manuals, tutorials, special software)
- Develop, review, and edit tutorials, handouts, and other documentation
- Review learning resources
- Continually work to enhance their own computer skills by attending STS (and other) classes, flight
attending for STS classes and Sponge classes, and using learning materials available in the TLMC lab and
online
- Attend meetings and training as scheduled by TLMC manager or supervisor and as required by the STS
program
- Continually encourage responsible use of NDSU computers
- Enforce Student Technology Services work practices
- Adhere to NDSU Human Resources policies
- Maintain a high level of professional competency
- Deal with sensitive situations and information in a confidential manner
- Work safely
Minimum Requirements:
- Good oral and written communication skills
- Good customer service and interpersonal skills
- Committed to life-long learning
-
Well-developed computer skills, including proficiency in one or more of the
following:
- Adobe products (Photoshop, InDesign, Dreamweaver, Flash)
- Microsoft products (Word, PowerPoint, Excel, Access, Publisher)
- Various programming languages (JAVA, C++, VB)
- Multimedia equipment and software
- Non-software specific technology topics like hardware, computer security, and networking
Preferred Requirements:
- Teaching or tutoring experience
- Experience writing documentation
Classroom Technician
Hours per week: 10-15
Starting wage: $7.00/hour
Reports to: Classroom Technology Student Manager
Provide in-depth, effective, and timely technical assistance and support to NDSU students, staff, and
faculty for the services and equipment provided by ITS Classroom & Media Technologies. This assistance
and support will be provided via telephone and direct client contact. In addition to technical maintenance
performed on ITS AV technology installed in classrooms and mobile multimedia carts, customer assistance is
also an important aspect to the position.
Duties and Responsibilities
- Classroom & Cart Rounds
-
- Check and test all classroom equipment to ensure proper functionality
-
- Including LCD & overhead projectors, A/V switcher/controller, document cameras, PRS
(personal response system) & computers
- Troubleshoot, analyze, and resolve technical problems in instrumented classrooms and multimedia
carts in response to emergency requests from faculty and staff.
- Operate videoconference equipment for classes and meetings
- Install software images onto instrumented classroom and multimedia cart computers
-
- Every few months a new image is created and must be installed on multimedia carts and
instrumented classrooms
- This also includes installing patches or applying updates as needed
- Train students, faculty and staff on proper usage of presentation equipment
- Follow safety rules, help identify unsafe working conditions, stop co-workers who are working in an
unsafe manner
Minimum Qualifications
- Working knowledge of computers
- Working knowledge of electronics
- Good troubleshooting skills
- Good written and oral communication skills
- Current NDSU enrolled student
- Driver's License
Preferred Qualifications
- Experience working with professional audio/visual equipment
- Experience working with wiring and cabling
- Experience troubleshooting problems in a fast paced, high pressure environment
- Experience in customer service
Help Desk Student Manager
Hours/week: 20-25 (up to 40 hours a
week when class is not in session)
Starting wage: $10.50/hour
Reports to: ITS Help Desk Manager
Assist in the operational management of the ITS Help Desk, including, but not limited to: hiring,
scheduling and supervision of student employees; monitoring of Help Desk communications (e-mail, voice
mail, and problem tickets); ensure customers receive effective, timely technical assistance with their
problems; provide both end-user and internal documentation as needed; assist in the development and
supervision of training for Help Desk students; and maintain Help Desk web pages. Maintain a high level of
professional competency and work with the Help Desk Manager on setting short and long term goals. Other
duties as assigned by the Help Desk Manager.
Duties and Responsibilities:
- Supervise student Help Desk staff
- Hire student employees as needed
- Schedule student
- Train students
- Perform regular student evaluations
- Ensure that Help Desk customers receive effective, timely technical assistance
- Work with ITS functional groups to provide solutions
- Notify NDSU constituents of network and system outages
- Assist in the development of help desk policies and procedures
- Assist the Help Desk Manager in assessing help desk needs for short-term and long-term planning
- Create and maintain a budget for Help Desk student staffing and assist the manager in the overall
budget for the Help Desk
- Review tickets assigned to the Help Desk on a daily basis to ensure they are taken care of in a
timely manner
- Follow up on tickets as needed
- Coordinate and lead regular meetings
- Review NDSU e-mail and voice mail message to ensure that they are taken care on in a timely
manner
- Develop and maintain, with assistance of other Help Desk staff, a training program to be used by
full-time and student staff in the Help Desk
- Provide end-user documentation, Help Desk Troubleshooting Guides and Information Guides as
needed.
- Develop and maintain a training program to be used by full-time and student staff in the Help
Desk
- Assist in the maintenance of the ITS Help Desk web page and other external publications
- Maintain a high-level of professionalism and perform other duties as directed or assigned by help
desk management
Minimum Qualifications for Employment:
- Experience as a Help Desk Student Consultant (Tier 2) or other Help Desk supervisory position for one
year or equivalent work experience
- Proven oral and written communication skills
- Demonstrated leadership ability
- Ability to maintain a high level of professionalism
Preferred Qualifications for Employment:
- Supervisory/Management experience
- Well-rounded Help Desk experience
- Experience in phone-based technical support
- Proven ability to complete projects and duties in a self-directed manner
Desktop Support Technician
Hours per Week: 10-20
Starting Wage: $7.50/hour
Reports to: Desktop Support Work Group Leader
Duties and Responsibilities:
- Consult with faculty and staff on problems with software applications, hardware and network
connectivity.
- Provide support via phone or in person.
- For more complex problems gain assistance from full time LAN team member.
- Image machines as needed and install only licensed software for end user needs. Extensively use a
ticket tracking system to document work flow and resolution.
- Follow policies and procedures to ensure standardized desktop support.
- Provide recommendations on help desk/LAN Team procedures, documentation changes and additions to the
LAN team manager.
- Perform in a professional and ethical manner at all times.