Internals

Lead Desktop Consultant

  • Hourly Rate: 18.25
  • Summer Commitment: Required

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 Manger, the Lead Desktop Consultant is responsible for ensuring prompt customer service to SAIT customers and oversees a team of Desktop Consultants. Under the leadership of the Lead Desktop Consultant, this group is also responsible for responding to and resolving service requests that are routed through the IT Service Desk.

In coordination with the CTS Manager, the Lead Desktop Consultant selects, trains, and evaluates the Desktop Management team, including on-going training and staff development.

The Lead Desktop Consultant must exercise a high degree of autonomy and independent decision-making to provide for the daily administration and support of SAIT's complex network/workstation-computing environment. This position oversees and directly responds to Tier 2 Service Desk service requests and acts as a resource for the Desktop team. In conjunction with the CTS Management, the Lead Desktop Consultant plans, prioritizes, and executes projects and delegates associated tasks to the Desktop Management Group.

This position has frequent contact with Service Desk staff, end-users, peers, and managers. The Lead 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 is obtained from departmental and/or campus technical staff, software and hardware manuals, reference books, trade publications, and personal experience. The Lead Desktop Consultant must also communicate these expectations to the Desktop team and hold them accountable for providing effective customer service to SA staff.

Qualifications

Required: Previous leadership or supervisory experience; effective communication skills and the ability to interact professionally with a diverse group of clients and staff; ability to work productively in teams; experience teaching or training others, prioritizing tasks, and delegating responsibility; strong organizational and administrative skills; experience writing technical documentation; in-depth technical knowledge of current hardware, desktop operating systems, and software packages supported throughout SA, including: knowledge of a variety of hardware configurations for both the PC and Macintosh platforms; experience working in a desktop support environment; experience in both the Mac operating system (OS X) and PC operating systems (Microsoft products); expertise in common software packages including Microsoft Office; knowledge of common Internet applications including remote desktop, remote assistance, FTP, SSH, VPN, and Telnet; knowledge of AntiVirus and Firewall software, specifically Symantec Client Security; minimum GPA of 2.0.

Preferred: Familiarity with Internet resources for software and hardware troubleshooting; ability to act on behalf of supervisor in his/her absence to oversee daily operations; experience leading and prioritizing projects, experience with network technologies and concepts including TCP/IP, IPX, Ethernet, and AppleTalk; familiarity with Norton Ghost and desktop imaging; experience with campus applications and services; ability to learn network management; and ability to learn new technology and keep abreast of the latest technological advances; minimum G.P.A. of 2.3.

Terms of Employment

  1. The period of employment for this position commences upon hiring and continues through the 2012-13 academic year.
  2. The Lead Desktop Consultant is paid a wage of $18.25 per hour. The position's classification title is Student Assistant IV. The Lead 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. This position is required to participate in training programs during the Spring 2012 semester, including sessions on February 22nd, April 6th, and the week of May 14th, 2012.
  4. The Lead Desktop Consultant is required to work a minimum of 19 hours per week during regular business hours on at least 3 business days a week during the summer.
  5. The Lead Desktop Consultant is required to work 15 hours per week during the academic year. A work schedule will be determined in consultation with the CTS Management.
  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. This position is subject to a criminal background check. Driving is preferred. If driving, a DMV check for valid driver's license and driving record is required (anyone who works at University Village in Albany must drive the departmental vehicle). Position meets the following criteria:
    • Possession of key or card access to computer storage areas.
    • Care, safety and security of property, and staff files on the network and computer hard drives.
    • 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 Manager.

Job Duties

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

(30%) Lead Responsibilities

  • Oversee daily operations, CTS Service Desk tags, staff coverage and ongoing projects.
  • Schedule and conduct regular meetings with the Desktop Consultant team.
  • Maintain close contact with all members of the Desktop Consultant team, including oversight of the administrative duties of the team. The Lead Desktop Consultant should be aware of all ongoing projects and provide support, guidance, and resources as necessary.
  • Participate as member of the CTS Service Desk Team to oversee strategic planning and operations of unit.
  • Delegate and follow-up with Desktop Consultants in completing specific tasks related to the operations of the Desktop team.
  • Hold an informal one-on-one check-in meeting with each Desktop Consultant at least once per semester and conduct an annual formal performance evaluation during each Desktop Consultant’s employment.
  • Promote teamwork and collaboration within the Service Desk and Desktop teams. Work closely with other staff and technical teams to accomplish CTS goals.
  • Oversee provision of good customer service by ensuring timely and accurate response to Service Desk requests.
  • In coordination with the CTS Management, oversee hiring and training of new Desktop Consultants. Update job descriptions, develop selection criteria, and write interview questions. Assist in hiring for other positions as needed.
  • In consultation with the Student Leadership and Recruitment Coordinator, provide structured training programs for Desktop Consultants during the spring and summer. Additionally, provide on-going training and staff development for Desktop team throughout the year with the help of the Technical Coordinator.
  • Train incoming Lead Desktop Consultant as needed in spring and summer.
  • Attend and actively participate in regular meetings with IT staff. Contribute agenda items when appropriate.
  • Attend regular meetings with the CTS Manager. Keep managers informed of major projects in your area.
  • Participate in IT committees as appropriate, including IT cross-teams.
  • Act on behalf of the CTS manager in his/her absence.

(20%) Technical Troubleshooting

  • Oversee installation, configuration, monitoring, troubleshooting, upgrade, and maintenance of SAIT hardware and software on a Tier 2 level.
  • Respond to, resolve, and document Service Desk tag from a consolidated service desk that enhances staff efficiency and productivity.

(20%) Project Management, Technical Oversight, and Design

  • Oversees projects for Desktop Management Team, including response to and resolution of workstation, server, and networking problems, and ensure timely progress and completion.
  • Track ongoing problems that come through the IT Service Desk
  • Assist in researching, designing, and implementing new procedures for supporting SA customers and systems when appropriate.

(10%) Technical Analysis and Desktop Management

  • Manage and analyze network and desktop resources to identify potential performance bottlenecks, increase uptime, improve response times, and quickly resolve problems.
  • Recommend new technology based on research and analysis.
  • Independently respond to, resolve, and recommend technical solutions for Service Desk tags.
  • Devise effective remedies for ongoing and repeating issues that come through the Service Desk; document problems and train staff as issues arise.

(10%) Documentation and Training

  • Plan and lead delivery of operational training of the Desktop Consultant Team.
  • Document installation, configuration, and troubleshooting procedure in the IT Wiki.
  • Create and maintain an up-to-date procedure manual in the IT Wiki, documenting CTS Operations and practices.
  • 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 tags.
  • Ensure that all Desktop team projects are documented (ongoing status reports and a summary reports).
  • Review staff timesheets and submit timesheets before deadlines.
  • 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.

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