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Help Desk (Tier 2) Consultant


Hours Per Week:
15 Minimum
Starting Wage: $9.80/hour
Reports To: IT Help Desk Management Team

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, and email.

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 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 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:

  • Supervisory/Management experience
  • Well-rounded IT 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: Thursday, July 20, 2017 10:13:50 AM
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