Hours/week: 15 Minimum
Starting Wage: $8.50
Reports to: ITS Help Desk Management Team
Act in a supervisory and mentoring role to Help Desk Consultants
(Tier 1) and Help Desk Consultant Trainee. Function as a first
point of contact and supervisor of Help Desk student staff. Provide
in-depth, effective, and timely technical assistance to NDSU/NDUS
students, staff, and faculty for services offered by Information
Technology Services, ConnectND and services for NDUS distance
education. This assistance will be provided via telephone, walk up
support, and e-mail.
Duties and Responsibilities:
- Supervise, oversee, and assist Help Desk Student Consultants
(Tier 1)
- Function as a first point of contact for Help Desk student
staff to ask questions or report problems for escalation
- First client contact for reported ConnectND and NDUS distance
education problems
- 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
- Create, review and update shift logs on a continual
basis
- Provide end-user and in-house documentation
- Research and document common technical problems
- Develop, conduct and oversee training for student Help Desk
staff 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 for Employment:
- Experience as a Help Desk Student Consultant (Tier 1) for one
semester 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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