[901] in resnet
Re: student employees
daemon@ATHENA.MIT.EDU (Becka Leyon)
Thu Feb 28 10:52:41 2002
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Message-ID: <D8E3EEDC-2C60-11D6-BD53-000A2795AAB8@dickinson.edu>
Date: Thu, 28 Feb 2002 10:35:51 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Becka Leyon <leyonb@DICKINSON.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <200202281342.IAA13623@listserv.nd.edu>
On Thursday, February 28, 2002, at 08:32 AM, Ericka J. Gray wrote:
> Good Day Everyone,
>
> I am hoping you will be able to give me a little insight on student
> employees
> who work at your school's help desk. This year we have had a
> drastic decline
> in students who are interested in working at the help desk, so I am
> asking for
> your help.
>
> Below I have listed a few questions that I think will help us learn
> how other
> schools help desk operates.
> Thank you
>
> Ericka Gray
> Is your computing help desk staffed by students only? If yes how
> many? If no,
> is it split, or all full time staff members?
One full-time helpdesk staff (adult), plus 3 students... students
work one at a time, i.e., at most there will only be 2 people working
the help desk.
> What are the responsibilities of the student employees?
answering the phone, answering questions when they can, assigning
problems to other staff members when they cannot... currently the
helpdesk student workers do not have permissions to change passwords
(email/network/etc.) themselves.
> Are there different level positions within the Computing Help Desk?
> Example,
> we currently have Student Consultants and Student Assistants.
Within the help desk... no... however, the department (IT/Desktop
Computing) has different student workers... but they are separate
groups. In addition to helpdesk workers, we have Computer
Consultants (lab monitors), and RCCs (the RCCs are generally a subset
of the consultants)
> What is the pay scale for student employees
help desk students get $6.00/hr (pay level II)... Dickinson's student
payroll classification is:
Level I: 5.75/hr
Level II: 6.00/hr (consultants & helpdesk students)
Level III: 6.25/hr (RCCs)
Level IV: 7.20/hr
> Do students support students only, or do they support faculty and
> staff as
> well?
students & faculty & staff, oh my! and even the president when he
has problems with attachments. :)
> Do students go onsite?
Not helpdesk workers - they stay in the office. RCCs are the only
ones who make house calls, and then only at the beginning of
semesters.
> Do you have trouble filling the positions you need each term or
> semester? How
> do you advertise your positions?
Not really a problem filling positions... we just hired a new student
at the helpdesk... only one position was open, and we had something
like 16 applicants!
Advertising: flyers posted around the student union for the helpdesk
position... consultant positions are advertised in the campus info
sheet, a kind of classified ads blurb that comes out every week or
so... also on the IT webpage. RCCs have always been by
word-of-mouth, or personal experience (e.g., i'll go into a dorm and
find that one girl on the hall has been helping everyone!)
> What is your policy for not showing up for a shift? Being late?
> Or, needing a
> sub?
Hm... I can't really speak for the helpdesk, since they are not my
kids... but as far as consultants, I keep an eye on them. If they
can't make a shift, they are required to send out a sub request as
soon as they know of the conflict in schedule.... if they have sent
out a few sub requests for the same shift, and there were no takers,
I generally absolve them of their responsibility for that shift (we
usually double-staff in the microroom anyway). If they just plain
don't show up without notice, I have a little talk with them... it's
usually something like they overslept, or they were driving back
after the weekend and got stuck in a traffic jam... it doesn't happen
very often. And for being late, they just dont get credit for their
entire shift (they 'clock in' via a webpage, so I know when exactly
they clocked in/out).... if they are *consistently* late, I'll have a
talk with them to find out what's going on. We have a loose 3-strike
'policy'
> What kind of training sessions do you provide for student
> employees? Are there
> mandatory weekly meetings for updates, once a month?
Helpdesk training is on-the-job, working with the helpdesk full-time
staff member. afaik, there are no meetings for helpdesk student
staff. Consultants & RCCs have a few days of training before the
freshmen arrive in the fall, and we have meetings maybe once a month
or so. The meetings are mandatory, but not regular.
> Do students do triage?
helpdesk workers do phone triage, then generally assign the call to
me. :)
> Thank you for your time and help.
Hope it's helpful for you!
cheers,
becka
dickinson college
carlisle pa
_.,-*~'`^'*-,._ _.,-*'`^'*-,.
'*-,._ Rebecca Leyon '*-,
'*-,.__.,-*' leyonb@dickinson.edu
_.,-*~'`^'*-,._
'*-,._.,-*'`^ '
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