[963] in resnet
Re: student employees
daemon@ATHENA.MIT.EDU (Wolff, Taj)
Wed Mar 6 19:09:43 2002
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Message-ID: <8758493.1015433128@TAJWOLFF>
Date: Wed, 6 Mar 2002 16:45:28 -0600
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Wolff, Taj" <taj.wolff@VANDERBILT.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <63281864@donner.Dartmouth.EDU>
--On Thursday, February 28, 2002 8:32 AM -0500 "Ericka J. Gray"
<Ericka.J.Gray@DARTMOUTH.EDU> 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
> Supervisor of the Student Help Desk
>
> Is your computing help desk staffed by students only? If yes how
> many? If no, is it split, or all full time staff members?
Yes. All students. We're open 9:00AM-midnight M-Th, 9-5 Friday and
7PM-midnight Sunday.
>
> What are the responsibilities of the student employees?
Troubleshoot network connectivity problems, handle walk-in traffic
and escalate calls they can't resolve.
>
> Are there different level positions within the Computing Help
> Desk? Example, we currently have Student Consultants and Student
> Assistants.
One lead student, the rest are Consultants
>
> What is the pay scale for student employees
$7.50 per hour with a .25 raise each semester they stay with us.
$12.00 per hour for full time in summer.
>
> Do students support students only, or do they support faculty and
> staff as well?
Everyone, as far as connectivity goes. Faculty/Staff have
departmental support staff.
>
> Do students go onsite?
Only Resnet students, not Help Desk.
>
> Do you have trouble filling the positions you need each term or
> semester? How do you advertise your positions?
No. But we have a good reputation as being a fun place to work. I
let students do their homework, watch movies on the DVD drives or
watch TV when the phones are slow. They also work in 1-2 hour
shifts during the day and 3 hr. shifts at night.
>
> What is your policy for not showing up for a shift? Being late?
> Or, needing a sub?
They are responsible for getting a sub. Each shift is staffed with
2 people, so if they can't get a sub, they have to let their
co-worker know he/she will be working alone.
>
> What kind of training sessions do you provide for student
> employees? Are there mandatory weekly meetings for updates, once
> a month?
Mandatory when hired. Bi-weekly staff meetings. Lots of updates via
email.
>
> Do students do triage?
Triage and often resolve the problem.
Most are engineering studnets.
>
>
> Thank you for your time and help.
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> ___________________________________________________
-----------------------------------------------------------------
Taj Wolff
Vanderbilt University
Information Technology Services
Box 34/PD
143 Hill Student Center
Nashville, TN 37203
Email: taj.wolff@vanderbilt.edu
voice: 615-343-8230
fax: 615-343-1605
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