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Help Desk Senior Consultant

Hours/week: 15 Minimum
Starting Wage: $8.50/hour
Reports to: IT 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 students, staff, and faculty within NDUS/NDSU for services offered by Information Technology Services. This assistance will be provided via telephone, walk up/in person, e-mail, and web-based chat.

Duties and Responsibilities:

  • Supervise, oversee, and assist Help Desk Student Consultants (Tier 1)
  • Responsible for Help Desk operations outside normal NDSU business hours or as needed
  • Function as a first point of contact for 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 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
  • 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 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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North Dakota State University
IT Help Desk Phone: +1 (701) 231-8685
Administrative Calls Only: +1 (701) 231-7961 / Fax: (701) 231-8541
Campus address: Quentin Burdick Building 206
Physical/delivery address: 1320 Albrecht Blvd, Fargo, ND 58102
Mailing address: NDSU Dept. 4510 / PO Box 6050 / Fargo, ND 58108-6050
Page manager: Information Technology Services

Last Updated: Friday, August 29, 2014 10:27:54 AM