Student Employment - IT Service Center Consultant (Tier 2)
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.