Hours Per Week: 15-20 
Starting Wage:  $17.75 during training period, $18.75 on completion.
Reports To:  IT Service Center Management Team

NOTE: This position could qualify as a graduate assistantship. To be hired as a graduate assistant, the following criteria must be met: 
1) the student is a graduate student and is eligible for a tuition waiver contract
2) the student must work the number of hours agreed upon and specified in the student's Graduate Contract form 

Duties and Responsibilities:

• Supervise, oversee, and assist Service Center Student Consultants (Tier 1) 
• Responsible for IT Service Center operations outside normal NDSU business hours or as needed
• Function as a first point of contact for IT Service Center student staff to ask questions or report problems for escalation
• Problem management of desktop computers, workstations, network and server problems 
• Log incidents 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 Service Center consultants, management or other ITS specialists 
• Create, review and update personal 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 IT Service Center student staff 
• Maintain the highest level of confidentiality; 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 Service Center management 

Minimum Qualifications: 

• Experience as a Service Center 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: 

• Supervisory/Management experience 
• Well-rounded IT Service Center experience 
• Experience in phone-based technical support 
• SSO Knowledge
• AD Group Knowledge (Grouper)
• Proven ability to complete projects and duties in a self-directed manner

All NDSU IT Student Employment Applications are also required to have a completed NDSU IT General Application. Applications missing a completed General Application will be considered incomplete and no further action will be taken in the hiring process.

You can fill out the general application at the following link: https://ndstate.co1.qualtrics.com/jfe/form/SV_d4PQIYoig6jQC69

You may be asked to provide a screenshot of your completed General Application at the end of this Handshake posting. Please keep that prepared.