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 4-7 other RCCs and a US, the RCCs provide support for resident computers and their network connection. RCCs work primarily with their fellow RCCs, their US, other Residential Computing staff, Academic Center staff, and Hall Staff. In addition to technical 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.
Required: Effective communication skills and the ability to interact professionally with a diverse group of clients and staff; ability to work productively in teams; ability and motivation to learn new skills; friendly and approachable; responsible and dependable; some working knowledge of software in one or more operating systems (Windows, Macintosh); minimum G.P.A. of 2.0.
Preferred: Experience teaching or training others; strong organizational and administrative skills, experience writing technical documentation; knowledge of basic computer network troubleshooting; 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
- The RCC is required to begin working the week of August 17th, 2015, and continue through the end of the academic year. RCCs are also required to attend an orientation from 10AM-12PM on Saturday, April 25th, 2015, and are highly encouraged to attend the Spring Picnic following the orientation session. Summer work is also available.
- The RCC is paid a wage of $14.50 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.
- RCCs must attend a MANDATORY paid training of up to 40 hours beginning August 17th through August 21st, 2015. 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.
- The RCC is required to work on Opening Weekend, August 21st-23rd, 2015, and must be available up to 40 hours the week of August 24th, 2015 (Welcome Days).
- 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 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.
- The RCC must attend mandatory weekly staff meetings with the US and the other RCCs of that unit, 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.
- RCCs may be asked to return to work up to one week before classes begin in the Spring semester.
- 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.
- 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.
- Continued employment is contingent upon satisfactory job performance evaluation by the Unit Supervisor.
- All Residential Computing employees must abide by standard Residential Computing policies and procedures.
- Troubleshoot connectivity problems with resident computer systems.
- Assist users with basic hardware (networking peripherals) and software installations (antivirus, firewall, web browsers) for the residential 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 a week.
- Provide a minimum of three hours of office hours support in the Academic 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 workweek 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 Center Office Hours, in addition to consultation with residents, answer Helpdesk emails, maintain the Residential Computing bulletin board, and carry out 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 Consultant in particular (the InfoSec-RCC technical liason).
(15%) Instruction Education
- Inform students about Residential Computing and University technology 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%) 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 online articles 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%) Academic Center Support
- Escalate problems to the Desktop Administrator team when necessary.
- Ensure that Unit Supervisor is aware of major center problems.
(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
Do I have to be a CS/EECS major to apply? How much technical experience is required?
This is very much not a programming job so you do not need to be a CS/EECS major. No formal technical experience is required. Zilch. Nada. The only requirements we have are that you are passionate about your work, enjoy seeking out new challenges, have a desire to engage with people, and bring a unique personality to the RCC family! RCCs are dancers, basketball fans, engineers, film buffs, gamers, boba-chuggers - but we all share an interest in computers and technology. We heartily welcome applicants of all majors - the only CS we look for is Customer Service!
What's the ResComp work culture like?
Stuffy cubicles, strictly professional business clothing, and no fun -- these are all characteristics that you will have extreme trouble finding in the ResComp workplace. Our work culture consistently maintains a welcoming environment that fosters collaboration and engagement within and across different teams. We have an open student space conducive to social interaction sometimes resulting in spontaneous nerf gun fights. Although RCCs work primarily to serve the campus community, it is not uncommon for many teams and RCCs to get together outside of the workplace, doing all sorts of things from team dinners to mini-golf to bowling!
What does a typical workweek look like?
ResComp is team-staffed and run by students, so it's important to us to have a flexible working schedule - with the exception of weekly staff meetings, you set all your own hours. An RCC's weekly schedule, although variable, generally consists of the following:
- 3 hours of Office Hours - helping residents in the Academic Centers
- 0 - 3 hours of Appointments - helping residents at their dorm or apartment
- 1.5 hours of Helpdesk - taking phone calls in the office at our phone line, 510-642-HELP
- 1 hour of Meetings - with your unit team or occasionally with all RCC staff. We promise, these aren't boring meetings - there’s usually food!
- 30 minutes-ish of Admin Work - filling out time cards, checking email, following up with residents
- ??? hours of projects - depending on your availability and residents' needs, there are generally opportunities for further projects and workshops on a week to week basis
As we said - we’re all students, and we know that things can get busy. School comes first, which is why we’re always happy to accommodate changes in work schedules during the inevitable 3-midterm week. We also pride ourselves on looking out for each other - RCCs are generally happy to cover for each other in the event of occasionally conflicting interviews, vacations, or club events.
How can I find out more about the position?
Want to learn more about life as an RCC aka the most interesting job in the world? Well then, check out our extremely detailed job description and this very in-depth look at life at ResComp, where fun is part of the job description. Want to talk to a real live RCC? Then, come to our mindblowingly awesome info session on March 19th at 6:30PM in the Unit 1 APR or come visit us during our Office Hours at any of the units. Bring us your questions and we’ll gladly answer them! Good luck on your applications!
What opportunities for growth does the job have?
The RCC position is great preparation for our senior-level positions at Residential Computing and the outside work world. Within ResComp, we offer leadership positions in customer service, information security, marketing, network engineering, programming, and system administration. As an RCC you will also have the privilege of being connected to our impressive alumni network, including former-ResComp employees that have gone to work with prestigious companies such as Google, Twitter, LinkedIn, and Dreamworks!
What would I learn from this position?
HOW TO BE A ROCKSTAR! [or at least that’s what the resident’s will think when you fix their computer.] But really, you will learn valuable skills like working in a team, problem solving through troubleshooting residents’ technical issues, and also interpersonal skills such as how to react to others in sometimes stressful situations (because often people are not the happiest when their computer isn’t working). And because ResComp has lots of different people, who knows, maybe you might even come out of this experience knowing how to play soccer, sing, or build a computer even?