Residential Computing

Department Overview

The Client Technology Services (CTS) unit of Student Affairs - Information Technologies (SAIT) provides and supports computing equipment and services that enhance the productivity and communication of SA. Currently, CTS supports the client computing environment and provides front line technical customer service for all of our administrative staff.

Position Overview

Under the direct supervision of the CTS Desktop Lead, the Desktop Consultant provides front-line, technical customer support to all SA staff. The Desktop Consultant team is responsible for responding to and resolving service requests that are routed through the IT Service Desk. This position has frequent contact with Service Desk staff, end-users, peers, and managers. The Desktop Consultant is expected to handle both routine and complex technical problems independently, use good judgment, tact, discretion, and be organized, flexible, patient and friendly. Guidance will be obtained from departmental and/or campus technical staff, software and hardware manuals, reference books, trade publications, and personal experience. The position objective is to provide quality technical support with a high degree of customer satisfaction, technical expertise, and timeliness.

Qualifications

Required: Effective communication skills and the ability to interact professionally with a diverse group of clients and staff; ability to work productively in teams, in-depth knowledge of current hardware, desktop operating systems, and software packages supported throughout RSSP including Microsoft Office, email clients, and web browsers; knowledge of a variety of hardware configurations for both the PC and Mac platforms; experience in both the PC operating system (primarily Windows XP) and Mac OS X; experience with network technologies and concepts including TCP/IP; minimum GPA of 2.0.

Preferred: Experience teaching or training others; strong organizational and administrative skills; experience writing technical documentation; strong working knowledge of computer hardware and software; knowledge of common Internet applications including remote desktop, remote assistance, FTP, SSH, VPN, and Telnet; familiarity with Internet resources for software and hardware troubleshooting; moderate to strong background in troubleshooting operating system and network problems; ability to learn new technology and keep abreast of the latest technological advances; minimum GPA of 2.3.

Terms of Employment

1. The period of employment for this position commences upon hiring and continues through the 2012-2013 academic year.
2. The CTS Desktop Consultant is paid a wage of $14.50 per hour. The position's classification title is Student Assistant II. The Desktop Consultant must be a currently enrolled UC Berkeley student with a minimum GPA of 2.0 (2.3 or higher preferred). Students with less than a 2.3 GPA may be asked to limit their work hours.
3. The incoming Desktop Consultant will participate in training that will take place during the Spring 2012 semester, including a mandatory orientation session on April 6, 2012. There is also required training the week before the Fall 2012 semester.
4. The Desktop Consultant is required to work between 12-15 hours per week during the summer of 2012.
5. The Desktop Consultant is required to work between 12-15 hours per week during the academic year. A work schedule will be determined in consultation with the CTS Desktop Lead.
6. It is a requirement that anyone in this position work in a safe and responsible manner while not putting him/herself or others at risk. This includes complying with applicable policies and regulations, using personal safety gear, observing warning signs, learning about potential hazards, and reporting unsafe conditions.
7. A DMV check for valid driver's license and driving record is required. Position meets the following criteria:
• Regular operation of University vehicles as part of assigned job duties.
8. Employment with the Information Technologies unit is subject to the applicant's ability to provide appropriate documentation and sign necessary papers for employment in conformance with state laws and University regulations.
9. Continued employment is contingent upon satisfactory job performance evaluation by the CTS Desktop Lead Staff.

Job Duties

Under the direction of the CTS Manager, the Lead Desktop Consultant will:

(65%) Technical Troubleshooting

• Install, configure, monitor, troubleshoot, upgrade, and maintain SA hardware and software.
• Provide courteous and prompt customer service in response to customer requests.
• Respond to, resolve, and document Service Desk service requests from a consolidated service desk that enhances staff efficiency and productivity.
• Research solutions to various computer related problems or obstacles.
• Research, test, recommend, implement, and troubleshoot new hardware and software.
• Inform users of University computing resources and policies

(15%) Technical Analysis and Desktop Management

• Assist with centrally managing a complex computing environment through standardized configuration management, software distribution, and inventory control.
• Assist the Lead Desktop Consultant to identify potential performance bottlenecks, increase uptime, improve response times, and quickly resolve problems.
• Keep abreast of computing technology and resources.

(10%) Documentation and Training

• Document installation, configuration, and troubleshooting procedures.
• Maintain an up-to-date technical manual, documenting CTS technical operations.
• Participate in the development of short-term and long-term plans for the evolution of information technologies within the department

(10%) Administrative Duties

• Update CalAgenda regularly.
• Ensure that status is updated for Service Desk tickets.
• Update equipment inventory for tracking purposes.
• Attend required weekly meetings.
• Check email at least twice a day and regularly participate in Service Desk related discussions.
• Other duties as assigned.

This job is not currently open for hiring