[909] in resnet
Re: student employees
daemon@ATHENA.MIT.EDU (Sonya Zuker)
Thu Feb 28 13:31:09 2002
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Message-ID: <B8A3B4ED.4121%sonya_zuker@redlands.edu>
Date: Thu, 28 Feb 2002 10:20:29 -0800
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Sonya Zuker <sonya_zuker@REDLANDS.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <63281864@donner.Dartmouth.EDU>
Just wanted to add that these were great questions.
Sonya Zuker
University of Redlands
> Is your computing help desk staffed by students only? If yes how many?
> If no, is it split, or all full time staff members?
ResNet Help Desk staffed by 12 students (3 RCC Leads and 9 RCC).
> What are the responsibilities of the student employees?
All ResNet student employees -
1. Assist students with connecting personal computers to the Campus High
Speed Network.
2. Assist students with learning to use basic network tools (email
clients, web browsers, etc.)
3. Perform basic troubleshooting of student computer/network problems
and make appropriate referrals.
4. Be a resource for students with regards to campus computing and
network resources.
5. Be a resource for students with regards to campus and worldwide
information resources (library, Internet, etc.)
6. Attend all ResNet related functions.
7. Provide two (2) presentations, discussions, and/or training to
residential community per semester.
-----
For RCC Leads -
1. To monitor the progress of RCC software installations and help requests
in their residence halls.
2. To distribute incoming e-mail and phone help requests in such a way as
to balance RCC¹s workloads across their domain.
3. To communicate on a regular basis with other RCC Leadss and ResNet
Manager to discuss RCC workloads and various ResNet difficulties.
4. Each RCC Lead has a specialty (technical writing, administrative
support, Macintosh proficiencies) that they use to support the ResNet
program.
> Are there different level positions within the Computing Help Desk?
ResNet Computer Consultant (RCC)
RCC and RCC Leads
> What is the pay scale for student employees
7.75/hour or 2350/year (RCC)
9.00/hour or 3250/year (RCC Lead)
> Do students support students only, or do they support faculty and staff
> as well?
The RCC's primary clientele are students, both residential and
non-residential, but because of how these students are scheduled, they do
assist our administrative help desk and their clientele: staff, faculty,
and administrators.
> Do students go onsite?
Yes, they do service on-site. Problems that are beyond RCC capabilities or
need formatting come to the ResNet Office.
> Do you have trouble filling the positions you need each term or
> semester? How do you advertise your positions?
For the most part, hiring is fairly easy. We have had only 3 people leave
ResNet over the past two years and have hired 7 new students.
The last two years I had hiring in the fall. Big mistake on my part because
mostly freshman wanted to work (but had no experience). Also, late hires
(non-returning students) missed out on the pre-fall training and
connections. This year, because of other reasons (maternity leave in
September), I am going to advertise and hire in one month before the end of
Spring semester. All RCC's will be hired by April 26th with their first
mini-training/"getting to know you" on May 4th.
Advertising for ResNet positions will be challenging. I plan to have
Student Services post the positions, newspaper ads, informational meetings
and location banners.
> What is your policy for not showing up for a shift? Being late? Or,
> needing a sub?
If students are late for work, depending on the conditions, they may get a
verbal warning. Not showing up for a shift or meeting without letting me
know IN ADVANCE warrants a written warning. Not showing up for a shift but
getting a sub is fine. Often times RCC's have cleared their absence with me
in advance so that does not become a problem. Not showing up for an
appointment warrants a written warning.
During the interview process, I explain to all candidates the value of work
ethics and how the ResNet Manager (me) handles inappropriate behaviors (of
course explaining what those are). All RCC's are given 5-10 minutes before
their shift to check personal emails, chat with other employees, etc. Most
students however forgo this "luxury" and shoot straight into work
assignments.
Termination process: 2 verbal warnings, 1 written warning, suspension
(without pay), termination. Once terminated, the student cannot re-apply
for ResNet or any position in the computer center.
**I have only terminated one student. The two other turnovers are by
student's choice. The time commitment was too much.**
> What kind of training sessions do you provide for student employees?
> Are there mandatory weekly meetings for updates, once a month?
There is a mandatory pre-fall semester training, which includes software,
hardware, troubleshooting, team-building. Also students are provided
potluck lunch with IT staff and informal (but very nice) dinner with ResNet
team.
There are mandatory bi-monthly meetings where students have an opportunity
to voice opinions, problems, sign timecards, RCC updates, and "toot their
own horns".
Before major events, there is a information meeting to discuss tactics,
deployment, and celebration.
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