[913] in resnet
Re: student employees
daemon@ATHENA.MIT.EDU (White, Richard T)
Thu Feb 28 13:46:34 2002
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Message-ID: <7BAC931E644ED211A90C00805F65CB640DAECE40@georgia.exchange.indiana.edu>
Date: Thu, 28 Feb 2002 13:39:20 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "White, Richard T" <richwhi@INDIANA.EDU>
To: RESNET-L@listserv.nd.edu
Although Residential IT Services is not the university's "help desk" we have
some of the same issues.
Our Consultant Guidebook is online along with our training manuals,
schedules, maps and survey results. The url is
http://www.indiana.edu/~ritsadm/ Feel free to revise the materials for you
own use.
> Is your computing help desk staffed by students only? If yes
> how many? If no, is it split, or all full time staff members?
42 are part-time regular consultants of which 5 are Lead consultants. We
also have 4 professional staff.
> What are the responsibilities of the student employees?
We support over 11,000 people who live in the residence halls with their
network connectivity, printing, and the 260 computers in the 17 computer
labs which are in the residence halls. (There is another much larger group
which supports the computer labs that are not located in the residence
halls.)
- We install appropriate vendor-supplied Ethernet card drivers compatible
with their Operating System.(Ethernet cards MUST already be installed.)
- We support English versions of Windows 95/98/98SE/ME/2000 and Mac OS 8.6
and higher.
- We install and configure the basic telecommunications and Web browsing
software ONLY.
- We install and configure the appropriate network stacks (TCP/IP & IPX).
- We optionally install printer connection to the nearest Residential
Technology Center (RTC) printer via Uniprint.
- We check the data jack in their room to make sure it is working properly.
If there are two data jacks in one room but only one is working, we will
temporarily provide an Ethernet hub for a second computer until the data
jack can be repaired.
- We distribute network cables and network auto configuration CDs.
> Do students support students only, or do they support faculty and staff as
well?
We support only the residents who live in the residence halls. Other groups
support faculty and staff and the general population of students. We work
closely with our help desk.
>
> Do students go onsite?
The RITS consultants go onsite if our help desk can't walk the resident
through the problem.
> Do you have trouble filling the positions you need each term
> or semester? How do you advertise your positions?
No problems. We have an abundance of qualified applicants. We generally use
the Student Employment Office and post flyers in the labs.
> What is your policy for not showing up for a shift? Being
> late? Or, needing a sub?
We have a nice sub request system which pretty much automates the process.
The consultants are given three excused absences but, if they don't call
in, it's called unexcused and they get reprimanded. If they get two
unexcused absences, they're asked to work elsewhere.
> What kind of training sessions do you provide for student
> employees? Are there mandatory weekly meetings for updates,
> once a month?
We have a three day training session just before the beginning of the Fall
Semester. We also have a monthly training meeting which last for about 3
hours. We've noticed that a number of consultants have not been able to meet
our minimum standard of knowing the technology so we're going to have an
intensive hands-on problem-solving training session for them.
-Rich
Rich White
Indiana University
Residential IT Services
Ashton Scott #155
Bloomington, IN 47407
(812) 855-5796
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