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Help Desk Student Manager

Hours Per Week:
20-25 (up to 40 hours a week when class is not in session)
Starting Wage: $12.65/hour
Reports To: IT Help Desk Manager

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 being paid via a stipend instead of hourly
2) the student must work the number of hours agreed upon and specified in the student's Graduate Contract form 
3) the student’s academic department must approve the work as being eligible for a tuition waiver

Help Desk Student Managers assist in the operational management of the IT Help Desk, including, but not limited to: hiring, scheduling, and supervision of student employees; monitoring of IT Help Desk communications (email, 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 IT Help Desk students; and maintain IT 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 IT Help Desk student staff

    • Hire student employees as needed
    • Schedule student
    • Train students
    • Perform regular student evaluations

  • Ensure that IT Help Desk customers receive effective, timely technical assistance
  • Work with IT functional groups to provide solutions
  • Notify NDSU constituents of network and system outages
  • Assist in the development of IT Help Desk policies and procedures
  • Assist the Help Desk Manager in assessing IT Help Desk needs for short-term and long-term planning
  • Create and maintain a budget for IT Help Desk student staffing and assist the manager in the overall budget for the Help Desk
  • Review tickets assigned to the IT 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 IT Help Desk staff, a training program to be used by full-time and student staff in the IT Help Desk
  • Provide end-user documentation, IT 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 IT Help Desk
  • Assist in the maintenance of the IT Help Desk web page and other external publications
  • Duties and responsibilities of a Help Desk Senior Consultant 
  • Maintain a high-level of professionalism and perform other duties as directed or assigned by Help Desk management

Minimum Qualifications:

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

Preferred Qualifications:

  • Experience as a Help Desk Student Consultant (Tier 2) or other IT 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 highlighting 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: Wednesday, August 23, 2017 1:47:07 PM
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