Internals

Lead Unit Supervisor

  • Hourly Rate: 18.25
  • Summer Commitment: Required

Position Overview

The Residential Computing Lead Unit Supervisor (Lead US), under the supervision of the Technical Services Manager (TSM) of Residential Computing, is responsible for overseeing the Unit Supervisor (US) team, managing the Helpdesk program, and ensuring ResComp services are provided to all residents throughout the residence hall system. Residential Computing provides in-room Internet connections, technical support, and cable TV services to residents in UC Berkeley's residence halls. Residential Computing also provides the Academic Services Centers with 15 - 45 desktop workstations, printing, and software at each residence hall unit. The Lead US, through the US team, is responsible for ensuring that the Helpdesk program functions properly at all units, including the supervision and scheduling of Residential Computing Consultant (RCC) staff, the resolution of network and cable problems, the reporting of system bugs, and ensuring regular communications with the Academic Program Coordinator (APC), Academic Services staff, and Resident Directors (RD)s at the units. In coordination with the Student Leadership and Recruitment Coordinator and the Technical Services Manager of Residential Computing, the Lead US selects, trains, and evaluates the US team, including continual training and staff development. The Lead US works closely with the Technical Services Manager and the Student Leadership and Recruitment Coordinator to plan and coordinate the hiring and training program for new RCCs each spring semester, and when necessary, during the fall semester.

The Lead US must have a strong working knowledge of computer hardware and software, as well as experience troubleshooting computer, network, and cable TV problems. The Lead US should have a solid understanding of computer networks and be proficient in standard Internet applications, productivity suites, and operating systems. In addition, the Lead US must have strong leadership and organizational skills and the ability to manage and supervise a team.

The Lead US meets regularly with the Technical Services Manager of Residential Computing, but is granted discretion in decisions regarding the Helpdesk program and in staffing the US team. The Lead US works closely with other Residential Computing Lead Staff and the Technical Services Manager of Residential Computing in making decisions about technical developments and organizational improvements. The Lead US will assist in the mandatory training of new US and RCC teams during the spring and summer of 2012.

Qualifications

Required: Previous leadership/supervisory experience; effective communication skills (oral and written) and the ability to interact professionally with a diverse group of clients and staff; demonstrated success with administrative and organizational skills; ability to manage and supervise teams and projects; ability to work productively in teams; experience teaching or training others; experience prioritizing tasks and delegating responsibility; strong knowledge of one or more operating systems (Windows XP, Windows Vista/7, Mac OSX); proficiency with word processing tools, web browsers, and email clients; strong working knowledge of computer hardware and software; experience troubleshooting computer networking problems; ability to learn network management; familiarity with Internet resources for software and hardware troubleshooting; ability to learn new technology and keep informed of the latest technological advances; minimum G.P.A. of 2.3.

Preferred: Leadership/supervisory experience in a technical background; attention to detail; a strong focus on customer service and quality assurance; friendly and approachable; experience using Linux systems, hardware and software installation and troubleshooting skills; familiarity with HTML; knowledge and familiarity with computer and network management and troubleshooting; familiarity with the Residential Computing support model.

Terms of Employment

  1. The period of employment for this position commences upon hire and continues through the end of the 2012-2013 academic year.
  2. The Lead US is paid a wage of $18.25 per hour. The position's classification title is Assistant IV. The Lead US must be a currently enrolled UC Berkeley student with a minimum GPA of 2.3.
  3. The Lead US is required to participate in a training program during the spring 2012 semester that will require an average of 5-10 hours per week, with more hours required during RCC selection. This includes mandatory attendance at the spring Lead Staff trainings on Wednesday, February 22nd, Friday, April 6th, Friday, April 13th, and Monday, May 14th - Friday, May 19th, 2012. The Lead US will also provide training for the new US team for RCC selection on Tuesday, March 13th - Friday, March 17th, 2012.
  4. The Lead US will work with the Technical Services Manager and the Student Leadership and Recruitment Coordinator to organize the spring RCC Orientation. The Lead US is required to attend and conduct the orientation from 9:30AM to 12:30PM on Saturday, April 28th, 2012.
  5. Active participation in Senior Staff training (beginning Wednesday, August 1st, 2012) and RCC training (beginning Monday, August 13th, 2012) is required. The Lead US must be available for all day training on Friday, August 17th, 2012. Note that the dates are subject to change.
  6. The Lead US must be available to work in the ResComp office 20 to 40 hours per week and at least 3 days a week during regular business hours from Monday, May 14th, 2012 for the following activities: US training preparation, US training, and RCC training. A summer commitment is required. Availability all day on move-in weekend, dates to be determined, is mandatory.
  7. The Lead US is expected to be available Wednesdays from 6:30PM to 7:30PM to attend mandatory weekly RCC staff meetings. The Lead US must plan and preside over the monthly all-RCC meetings scheduled on the first Wednesday of the month throughout the academic year.
  8. The Lead US is required to work 12-19 hours per week during the 2012-2013 academic year (at least 2 hours set aside for ResComp office hours during normal business hours). A work schedule will be determined in consultation with the Technical Services Manager.
  9. This position is subject to a criminal background check because the position meets the following criteria:
    • Possession of key or card access to computer storage areas
    • Operation of University vehicles as part of assigned job duties
    • Specific job duties: Requires access to both on and off site computer equipment storage. Driving is preferred to get to various units and locations.
  10. Anyone in this position must 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.
  11. Employment with the Student Affairs 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.
  12. Continued employment is contingent upon satisfactory job performance evaluation by the Technical Services Manager of Residential Computing.

Job Duties

(25%) Lead Responsibilities

  • Represent the US and RCC teams during Lead Staff meetings and executive decisions.
  • Schedule and conduct regular meetings with the US team.
  • Maintain close contact with everyone on the US team. The Lead US should be aware of all ongoing projects and provide support, guidance, and resources as necessary.
  • Delegate tasks and follow up to make sure they are completed.
  • Hold an informal check-in with each US at least once per semester, as needed, and conduct formal performance evaluations twice per year.
  • Build a sense of teamwork and cooperation within the US team and other Residential Computing staff. Work closely with other Lead Staff and Senior Staff to accomplish Residential Computing goals.
  • In coordination with the Student Leadership and Recruitment Coordinator and the Technical Services Manager, assist in hiring and training 5-6 new Unit Supervisors. Update job descriptions, develop selection criteria, and write interview questions. Assist in hiring other Senior Staff positions as needed.
  • Work with the Student Leadership and Recruitment Coordinator and Technical Services Manager to hire and train additional US staff during the academic year as needed.
  • In consultation with the Student Leadership and Recruitment Coordinator and Technical Services Manager, provide structured training programs for the US team during the spring, summer, and fall semesters. Additionally, provide ongoing training and staff development for the US team throughout the year.
  • Evaluate and coordinate consistent service throughout the units.
  • Train the incoming Lead US as needed in spring and summer.
  • Attend and actively participate in weekly Lead Staff meetings. Contribute agenda items when appropriate.
  • Attend regular meetings with the Technical Services Manager. Keep the Manager informed of major projects in your area.
  • Attend and actively participate in regular meetings with the Academic Services Center staff.

(20%) Helpdesk Program Management

  • Meet regularly with the US team and the Technical Services Manager.
  • Follow through on assigned tasks.
  • Respond promptly to both resident, RCC and Unit Supervisor requests and concerns.
  • Ensure a generally high level of customer satisfaction in the Academic Services Center through reliable desktop support.
  • Recommend modifications to In-Room Connection policies and procedures as needed.
  • Monitor internal helpdesk applications.
  • Have a presence of at least 2 hours per week in the Residential Computing main office to assist RCCs on the Helpdesk phone and to work on assigned tasks.

(15%) Residential Computing Consultant Selection and Training

  • In conjunction with the Student Leadership and Recruitment Coordinator, the Technical Services Manager, the Manager of Residential Computing, and Senior Staff, select a staff of 27-30 RCCs.
  • Train RCCs prior to opening of the residence halls - Opening weekend and Welcome days: Saturday August 18th, 2011 - Wednesday August 22nd, 2012.
  • Promote teamwork and collaboration within the RCC and Unit Supervisor teams.
  • Promote exceptional customer service by ensuring professional, timely, friendly, and accurate response to helpdesk requests (voicemail, email, web form, office hours).
  • Provide on-going training and staff development for RCCs throughout the year with the help of the Student Leadership and Recruitment Coordinator and the Technical Services Manager.
  • Oversee the distribution of Residential Computing printed materials in the residence halls according to agreed upon guidelines. Ensure that the RCC work schedule is set as needed.
  • Review RCC comment cards.

(15%) Training and Documentation

  • Collaborate with the Technical Services Manager to plan RCC training throughout the summer.
    • Participate in the execution of RCC training one week prior to the start of the semester.
  • Assist in planning workshops for RCCs and giving presentations in areas of personal and professional expertise.
  • Maintain extensive documentation for all US projects on the TWiki.
  • Coordinate computing and networking workshops for residents using RCCs and Senior Staff as instructors.
  • Create and maintain educational documentation for residents

(15%) Administrative Duties

  • Update CalAgenda regularly and respond to meeting requests promptly.
  • Ensure that the proper status and information is up to date for all requests/tickets.
  • Add all appropriate US projects to the TWiki project list and keep project status updated in the TWiki.
  • Document all US projects on an ongoing basis and complete summary reports.
  • Review staff timesheets and submit timesheets before deadlines.
  • Update and edit the RCC and US TWiki web pages as needed.
  • Assist in developing the annual customer service survey and analyzing results. Track residence hall network usage and prepare statistics and reports as requested.
  • Perform informal and formal evaluations for the Unit Supervisor team once a semester
  • Other duties as assigned.

(5%) Technical Assistance

  • Assist RCCs with overbooked or additionally needed office hours and/or appointment hours.
  • Provide feedback to RCCs regarding difficult problems they are encountering.
  • Aid in follow-up appointments for difficult problems and serve as a technical resource for RCC troubleshooting.

(5%) Special Projects

  • Produce materials to advertise Residential Computing programs and services with the help of the Marketing Team.
  • Develop educational resources, such as information sheets and network troubleshooting resources.

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