Student Employment - IT Service Center Consultant (Tier 2)
Act in a supervisory and mentoring role to Service Center Consultants and Service Center Consultant Trainee(s). Function as a first point of contact and supervisor of IT Service Center student staff. Provide in-depth, effective, and timely technical assistance to NDSU students, staff, and faculty for services offered by Information Technology Services and NDUS services. This assistance will be provided via telephone, walk up support, live chats, and email.
Hours Per Week: 15-20
Starting Wage: $17.25 during training period, $18.25 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