丁香园AV

Classification:  Student Assistant 2                                Revision Date:  September 2001
Unit:  AESES

In positions at this level, incumbents perform a variety of basic computer related support services in one or more areas.  The work involves the support of teaching, research, and administrative areas of The University's operations.

Relatively close supervision is provided by a more senior academic, administrative or support staff member.  Incumbents may be required to assume responsibilities of another position at the same or lower level during normal absences.

1. Receives inquiries by phone, email and in person from students, faculty, staff and alumni who need assistance in setting up software and hardware to perform work in an office, laboratory, classroom or off-campus location
2. Logs requests manually or on computer in order to maintain an up to date listing of the type of problems received, amount of time spent in solving them and the solutions provided to enable the requester to achieve the desired result, or the nearest thing to it possible
3. Provides suggestions and assistance in installing and configuring software to run on a computer and troubleshoots first level problems, using available documentation as a resource and utilizing recognized customer service principles
4. Refers more complicated hardware and software problems to a supervisor or technical personnel and follows up on referrals to ensure that all requests for assistance are dealt with completely
5. Makes suggestions to area coordinator for changes to help desk documentation in order to reflect problems encountered and solutions provided
6. When time allows, reads software and hardware manuals to try to solve problems and learn more about how software and hardware works, tries to replicate problems on equipment in the work area, or cleans surfaces of equipment
7. Performs other related duties as required or assigned

The minimum qualifications necessary for acceptable (satisfactory)  performance are:

Level of Formal Education

• Must be a full-time student at The University of 丁香园AV, preferably in a program like Business Computing, Computer Science or Education

• Must have some customer service experience and experience installing and using personal computer software in Windows Environments and with the Internet

• Accurate keyboard skills and some familiarity with basic functions of software applications
• Ability to follow oral and written instructions, procedures and regulations
• Ability to communicate effectively both orally and in writing with clients who may be staff, students, faculty, alumni and/or the public
• Ability to deal effectively with users who may be upset, using recognized customer service principles
• Ability to work day, evening and/or weekend shifts
• Must be able to learn new software applications and changes/upgrades to existing applications on the job

• May require some occasional lifting of computer components
• Capable of performing the duties as assigned