What is a Help Desk Student Consultant?
Help Desk Student Consultants are students who have been hired and trained by the OIT to assist their fellow Notre Dame classmates, faculty and staff with computing and technology problems or questions. Student Consultants may also make on-site visits to the campus residence halls to assist our on-campus student population. Consultants diagnose and resolve problems that individuals may have with network connectivity, Windows and Macintosh Operating systems, as well as a variety of applications including (but not limited to) MS Office Suite, Google Apps, Adobe Creative Cloud Suite, web browsers and antivirus software. In addition, consultants work with the customers personal wireless device for troubleshooting email, calendar as well a issues with Okta.
Consultants also prepare audio/visual equipment for class use following specific procedures. All audio/visual equipment is checked out on a first come first served basis. Once the equipment is returned by the customer, it is then reviewed, checked in and returned to its proper location.
Student consultants also perform monetary transactions for the rental of computer equipment, purchases of print quota as well as SD cards for the audio/visual equipment,
What's involved in being a Help Desk Student Consultant?
Those hired as a Help Desk Student Consultant will receive training in diagnosing and solving IT problems before beginning work. Once orientation is complete, students are assigned to a variety of areas, including walk-in assistance, telephone support, or the IT Outpost in the Hesburgh Library. Consultants average approximately 10 hours of work per week during most of the academic year.
Position Requirements
- Excellent customer service skills
- Excellent listening skills, with ability to ask appropriate follow-up questions to identify what is needed
- Ability to communicate instructions clearly to a varied audience, via all contact methods
- Ability to manage time, based on both academic and work priorities
- Ability to work at least 8 hours per week which may include evenings and/or Sunday
- Ability to learn quickly
- Attend annual training (conducted the week before the Fall semester begins)
Helpful Knowledge
- Windows OS
- Mac OS (helpful but not required)
- Browser applications
- Email applications (in addition to Gmail)
- Malware eradication techniques
- Microsoft Office applications
- Box
- Google Apps (Document, Spreadsheet, etc...)
- Wired/Wireless network
This is not an exhaustive list, only a sampling of the types of calls a Help Desk Student Consultant might encounter when working at the Help Desk.
How can you become a Help Desk Student Consultant?
If you are interested in becoming a Help Desk Student Consultant, please fill out an application. If you need more information about becoming a consultant, contact the Help Desk Student Supervisor at 574-631-8417.