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Help Desk Student Manager

Hours/week: 20-25 (up to 40 hours a week when class is not in session)
Starting wage: $11.00/hour
Reports to: IT Help Desk Manager

Assist in the operational management of the ITS Help Desk, including, but not limited to: hiring, scheduling and supervision of student employees; monitoring of Help Desk communications (e-mail, voice mail, and problem tickets); ensure customers receive effective, timely technical assistance with their problems; provide both end-user and internal documentation as needed; assist in the development and supervision of training for Help Desk students; and maintain Help Desk web pages. Maintain a high level of professional competency and work with the Help Desk Manager on setting short and long term goals. Other duties as assigned by the Help Desk Manager.

Duties and Responsibilities:

  • Supervise student Help Desk staff
    • Hire student employees as needed
    • Schedule student
    • Train students
    • Perform regular student evaluations
  • Ensure that Help Desk customers receive effective, timely technical assistance
  • Work with ITS functional groups to provide solutions
  • Notify NDSU constituents of network and system outages
  • Assist in the development of Help Desk policies and procedures
  • Assist the Help Desk Manager in assessing Help Desk needs for short-term and long-term planning
  • Create and maintain a budget for Help Desk student staffing and assist the manager in the overall budget for the Help Desk
  • Review tickets assigned to the Help Desk on a daily basis to ensure they are taken care of in a timely manner
  • Follow up on tickets as needed
  • Coordinate and lead regular meetings
  • Review NDSU e-mail and voice mail message to ensure that they are taken care on in a timely manner
  • Develop and maintain, with assistance of other Help Desk staff, a training program to be used by full-time and student staff in the Help Desk
  • Provide end-user documentation, Help Desk Troubleshooting Guides and Information Guides as needed.
  • Develop and maintain a training program to be used by full-time and student staff in the Help Desk
  • Assist in the maintenance of the IT Help Desk web page and other external publications
  • Maintain a high-level of professionalism and perform other duties as directed or assigned by Help Desk management

Minimum Qualifications for Employment:

  • Proven oral and written communication skills
  • Demonstrated leadership ability
  • Ability to maintain a high level of professionalism

Preferred Qualifications for Employment:

  • Experience as a Help Desk Student Consultant (Tier 2) or other Help Desk supervisory position for one year or equivalent work experience
  • Supervisory/Management experience
  • Experience in phone-based technical support
  • Proven ability to complete projects and duties in a self-directed manner

Required Application Materials:

  • STS Application
  • Cover letter hightlighting experience and qualifications
  • Resume

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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 10:29:21 AM