Internals

Unit Supervisor

  • Hourly Rate: 16.00
  • Summer Commitment: Preferred

Position Overview

The Unit Supervisor (US), under the guidance of the Lead Unit Supervisor and the supervision of the Technical Services Manager of Residential Computing, is responsible for managing the In-Room Connection (IRC) Helpdesk program at each residence hall unit. Residential Computing provides IRCs and cable TV services to students in UC Berkeley's residence halls. Residential Computing also provides the Academic Services Centers with 25 - 45 desktop workstations, printing, and software at each residence hall unit. The US directly supervises a staff of 4-6 Residential Computing Consultants (RCCs) at each residential hall unit. The RCCs provide direct technical support to residents while the US is responsible for overseeing the IRC Helpdesk program at his/her assigned Unit, including supervising and scheduling RCC staff hours, assisting in the resolution of network problems, reporting system bugs, ensuring resident satisfaction, and communicating with the Academic Program Coordinator (APC), other Academic Services staff, and Resident Directors (RDs) at that Unit.

The US must have a strong working knowledge of computer hardware and software as well as troubleshooting experience. The US should have a solid understanding of computer networks, operating systems, and be proficient with common Internet applications. The US facilitates weekly meetings with their RCC team and also meets regularly with the US team and the Lead US. In coordination with the Lead US, the Technical Services Manager, and the Student Leadership and Recruitment Coordinator, the US actively participates in hiring 27-30 new RCCs each spring. The US will assist in training a team of new RCCs during the summer and fall of 2012, and, if necessary, spring 2013.

Qualifications

Required: Demonstrated success with administrative and organizational skills; experience teaching or training others; strong knowledge of one or more operating systems (Windows XP, Windows Vista/7, and Mac OS X); proficiency with word processing tools, web browsers, and email clients; strong working knowledge of computer hardware and software; experience troubleshooting computer and network problems; ability to learn network management; troubleshooting cable TV issues; familiarity with Internet resources for software and hardware troubleshooting; ability to learn new technology and keep informed of the latest technological advances; effective communication skills and the ability to interact professionally with a diverse group of clients and staff; ability to work productively in teams; minimum G.P.A. of 2.0.

Preferred: Previous leadership/supervisory experience; attention to detail; a strong focus on customer service and quality assurance; friendly and approachable; experience using Linux systems; familiarity with HTML; hardware and software installation and troubleshooting skills; GPA of 2.3 or higher; familiarity with the Residential Computing support model.

Terms of Employment

  1. The period of employment for this position commences upon hire (March 2012) and continues through the end of the 2012-2013 academic year.
  2. The US is paid a wage of $16.00 per hour. The position's classification title is Assistant III. The US 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 asked to limit their work hours.
  3. Incoming Unit Supervisors will participate in a required training program during the spring 2012 semester. The training program will require approximately 5 hours per week on average, with additional hours during RCC selection, and includes orientation on Friday, April 6th, 2012 from 2:00pm-4:00pm.
  4. The US is required to participate in fall training for up to 40 hours per week. Unit Supervisor training is from Wednesday, August 1st, 2012 to Friday, August 10th, 2012. The US will also be required to plan and participate in RCC training, from Monday, August 13th, 2012 to Friday, August 17th, 2012. Availability all day on move-in weekend (August 18th-19th) is mandatory. Note that the dates are subject to change.
  5. The US is required to work 8-15 hours per week during the academic year (at least 2 hours set aside for office hours in the main office during normal business hours and be available to assist RCCs with appointments as necessary). A work schedule will be determined in consultation with the Lead US and the Technical Services Manager of Residential Computing.
  6. Unit Supervisors are expected to be available Wednesdays from 6:30PM to 7:30PM to attend weekly unit staff meetings.
  7. The US is required to attend weekly Academic Services Center meetings, which normally occur Wednesdays 6:00PM to 6:30PM.
  8. 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 be able to drive the departmental vehicle).
  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 Lead US and by the Technical Services Manager of Residential Computing.

Job Duties

(40%) Residential Computing Consultant Supervision

  • In conjunction with the Lead US, the Student Leadership and Recruitment Coordinator, the Technical Services Manager of Residential Computing, and Senior Staff, select and train a staff of 27-30 RCCs.
  • Train RCCs prior to the opening of the residence halls; Fall 2012 semester move-in dates are August 18th and 19th.
  • Directly supervise and evaluate 3-6 RCCs working at a specific Residence Hall unit.
  • Promote teamwork and collaboration within the RCC team.
  • Promote good customer service by ensuring timely and accurate response to Helpdesk requests (voicemail, email, Academic Services Center tickets, ASC office hours, and Residential Computing office hours).
  • Provide continual training and staff development for RCCs throughout the year with the help of the Lead US and the TSM.
  • Prepare agendas and conduct regularly scheduled staff meetings with RCCs.
  • Delegate and follow-up with RCCs in completing specific tasks related to the operation and management of the IRC program.
  • Oversee the distribution of Residential Computing printed materials in the halls according to agreed upon guidelines.
  • Ensure that the RCC work schedule is set as needed.
  • Review duty logs and report hours on RCC monthly timesheets.
  • Hold an informal one-on-one check-in meeting with each RCC at least once per semester and conduct a formal performance evaluation twice per year.
  • Hire and train additional staff during the academic year as needed, in coordination with the Lead US, Student Leadership and Recruitment Coordinator, Technical Services Manager, and Manager of Residential Computing.

(15%) In-room Connection Program Management

  • Conduct rounds with RCCs during the first week of the semester. and, as needed, provide educational information and drop-in appointments.
  • Meet regularly with the other Unit Supervisors, the Lead US, and the Technical Services Manager.
  • Promptly follow through on assigned tasks.
  • Respond promptly to both resident and RCC requests and concerns.
  • Recommend modifications to In-Room Connection policies and procedures as needed.
  • Outreach to Residence Hall staff, including RAs and RDs.

(15%) Academic Services Center Support Management

  • Ensure timely responses to ASC problem tickets.
  • Ensure ASC supplies are present in the center (cleaning supplies, RCC tools, etc.).
  • Ensure problems are properly escalated to Desktop Administrator staff when necessary.
  • Meet regularly with ASC staff.

(10%) Training and Documentation

  • Participate in the planning of RCC training throughout the summer and execution of training one week prior to the start of the semester.
  • Assist in planning workshops for RCCs and giving presentations in areas of personal expertise.
  • Assist in coordinating computing and networking workshops for residents utilizing RCCs and senior staff as instructors.

(10%) Administrative Duties

  • Check email at least twice a day and at least once a day on weekends.
  • Visit unit Academic Services Center at least once a week.
  • Visit the Residential Computing office at least twice weekly.
  • Update Cal Agenda (calendaring system) regularly and respond promptly to meeting requests.
  • 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.
  • Prepare RCC statistics and reports as requested.
  • Update and edit the RCC and US TWiki web pages as needed.
  • Assist in developing the annual customer service survey and analyzing results.

(5%) Technical Assistance

  • Assist RCCs with overbooked, covered, or additionally needed office hours and/or appointment hours.
  • Provide feedback to RCCs dealing with difficult technical problems.
  • Aid in follow-up appointments for difficult problems and serve as a technical resource for RCC troubleshooting.
  • Facilitate technical discussions between RCC members of other teams, especially the Information Security Consultant (NSM).

(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 troubleshooting resources.
  • Work closely with other teams in order to deploy new projects

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