Residential Computing

Position Overview

The Residential Computing Consultant (RCC), under the supervision of the Unit Supervisor (US), is the primary source of computer assistance for residents through the Helpdesk Program in a Residence Hall Unit. Working in a team of 4-6 other RCCs and a US, the RCCs provide support for resident computers and their in-room connection. RCCs work primarily with their fellow RCCs, their US, other Residential Computing staff, Academic Services Center staff, and Hall Staff. In addition to computer troubleshooting, RCCs educate residents about technology resources to promote academic and personal growth. The workload is heaviest at the beginning of the school year and the schedule becomes much lighter and more flexible after the first month.

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; friendly and approachable; responsible and dependable; knowledge of current hardware and software packages in one or more operating systems (Windows, Macintosh); knowledge of basic computer network troubleshooting proficiency with Internet applications; minimum G.P.A. 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; familiarity with various hardware components and software programs; familiarity with Internet resources for software and hardware troubleshooting; background in troubleshooting operating system and/or computer network problems (both peripheral and software related); ability to learn network management; and ability to learn new technology and keep informed of the latest technological advances; minimum G.P.A. of 2.3.

Terms of Employment

1. The RCC is required to begin working the week of August 13th, 2012, and continue through the end of the academic year. RCCs are also required to attend an orientation from 10AM-12PM on Saturday, April 28th, 2012, and are highly encouraged to attend the Spring Picnic following the orientation session.
2. The RCC is paid a wage of $14.00 per hour. The position's classification title is Assistant II. The RCC 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 may be required to limit their work hours.
3. RCCs must attend a *MANDATORY* paid training of up to 40 hours beginning August 13th through August 17th, 2012. They must also be available to work between 9AM and 5PM during that week. The RCC must successfully complete their training--success is determined by an performing a series of tasks at the end of the week-long training.
4. The RCC is required to work on Opening Weekend, August 18th-19th, 2012, and must be available a minimum of 40 hours the week of August 20th, 2012 (Welcome Days).
5. The first week of instruction, RCCs may work between 15 - 25 hours per week staffing the Helpdesk and going on rounds. Thereafter, RCCs will work between 5 - 15 hours per week, putting in a minimum of five appointment hours, office hours at the Academic Services Center of their unit, and at least one Helpdesk phone shift in the Residential Computing main office. A work schedule will be determined in consultation with the US and the other members of the team.
6. The RCC must attend mandatory weekly staff meetings with the US and the other RCCs of that unit, held on Wednesdays from 6:30PM - 7:30PM at the Residential Computing main office. The RCC is also expected to attend regular staff meetings with other staff, including RCCs, the Technical Services Manager, and senior staff.
7. RCCs may be asked to return to work up to one week before classes begin in the Spring semester.
8. Driving is preferred for the RCC position, but not required. All Residential Computing employees who work at University Village in Albany may drive a university vehicle and must have a valid US driver's license. The University will perform a background check for a valid driver's license, including driving record, for these employees and any other employees who drive the department vehicle.
9. 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.
10. 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.
11. Continued employment is contingent upon satisfactory job performance evaluation by the Unit Supervisor.
12. All Residential Computing employees must abide by standard Residential Computing policies and procedures.

Job Duties

(35%) Consultation

• Troubleshoot connectivity problems with resident computer systems. Assist users with basic hardware (networking peripherals) and software installations (Anti-virus, firewall, browsers) for the In-Room Connection (IRC) network.
• Assist residents in resolving software-related problems that may impede academic pursuits.
• Provide courteous and prompt customer service in response to resident requests.
• Provide five to seven appointment slots per week.
• Provide a minimum of three hours of office hours support in the Academic Services Center per week for resident drop-in questions and other tasks. This schedule will be determined in conjunction with the US and the other RCCs.
• Provide one or two hours in the Residential Computing office staffing the Helpdesk phone line and assisting Residential Computing staff with administrative and operational tasks.

(20%) Administrative Tasks

• Schedule available appointment slots for the next work week before that week's unit meeting.
• Maintain and submit structured logs of consultation hours in a timely manner (within 24 hours). The format of these logs will be presented during RCC training.
• Attend required weekly meetings with the US and Unit staff.
• Check email at least twice a day and regularly participate in Helpdesk or Residential Computing related discussions.
• During Academic Services Center Office Hours, in addition to consultation with residents, answer Helpdesk emails, maintain the Residential Computing bulletins, and other tasks as assigned.
• Keep aware of computing technology and resources.
• Maintain an open line of communication with the information security team and the Information Security Monitor in particular (the InfoSec-RCC technical liaison).

(15%) Instruction Education

• Inform students about Residential Computing and University computing resources and policies.
• Educate residents through Residential Computing duties.
• Participate in workshops to teach residents about selected topics in either the fall or the spring semester.

(10%) Academic Services Center Support

• Escalate problems to the Desktop Administrator team when necessary.
• Ensure that Unit Supervisor is aware of major center problems.

(10%) Special Projects and Programs

• 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.
• Participate in promotional events like Cal Day and Welcome Week tabling.
• Work on special projects with other members of the Residential Computing staff.

(5%) Network Management

• Help maintain the computer networks in the residence halls. This may include, but is not limited to, troubleshooting port problems and submitting trouble tickets.

(5%) Other Duties As Assigned

• Assist with both the senior staff and RCC hiring campaigns in the spring semester