Hours/week: 20-25 (up to 40 hours a week when
class is not in session)
Starting wage: $11.00/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
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