North Dakota State University

Hours/week: 15 Minimum

Starting Wage: $8.50/hour
Reports to: ITS Help Desk Management Team

Act in a supervisory and mentoring role to Help Desk Consultants (Tier 1) and Help Desk Consultant Trainees. 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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