Student Employment - Help Desk Consultant (Tier 2)

Act in a supervisory and mentoring role to Help Desk Consultants and Help Desk Consultant Trainee(s). Function as a first point of contact and supervisor of IT Help Desk 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:  $16.50 during training period, $17.50 on completion.
Reports To:  IT Help Desk 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 Help Desk Student Consultants (Tier 1) 
  • Responsible for IT Help Desk operations outside normal NDSU business hours or as needed
  • Function as a first point of contact for IT Help Desk 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 Help Desk 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 Help Desk 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 Help Desk management 

Minimum Qualifications: 

  • Experience as a Help Desk 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 Help Desk 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

KeywordsHelp Desk, Student, Employee, Employment, jobs   Doc ID99706
OwnerWendy B.GroupIT Knowledge Base
Created2020-03-30 08:27:09Updated2024-03-07 11:25:40
SitesIT Knowledge Base
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