Internals
19.50
$ per hour
Summer Required

The Lead Desktop Consultant ...
Leads the Desktop Consultant team:
  • Oversees a team of Desktop Consultants, working with the team supervisor to manage tasks, projects, documentation, scheduling, and other administrative duties.
  • Hires, trains, and supports the Desktop Consultant team by providing guidance, resources, and continual feedback, including formal performance evaluations at the end of each term.
  • Participates in committees and collaborations to lead initiatives for the department and campus.
Provides technical support:
  • Organizes, researches, responds to, and resolves incoming service requests from Student Affairs customers.
  • Deploys and manages inventory of hardware assets, including desktops, laptops, and printers.
  • Communicates with and travels to customers on and off campus to troubleshoot technical issues, provide technology and policy consultations, and demonstrate prompt and courteous customer service.
  • Collaborates with teammates, supervisors, SAIT staff, and other groups to complete larger tasks and projects.
Carries out administrative duties:
  • Regularly updates calendar and timecard.
  • Actively participates in emails, weekly meetings, and other team correspondence.
  • Maintains team knowledge base with documentation for systems, procedures, and other relevant notes.
Examples of Projects and Daily Tasks:
  • Hardware deployments and moves for customers at the individual, team, and department level.
  • Learn, document, and implement new systems.
  • Read active service requests and take, delegate, or escalate as needed.
  • Maintain clean and organized work environment.
  • Provide regular updates to the Desktop Consultant Team supervisor, student leads, and Student Technologies staff.
  • Organize and lead weekly team meetings.
  • Update job description, develop selection criteria, write interview questions, and assist other hiring efforts.
  • Prioritize and assign tasks based on team availability.
What You'll Bring to the Job
Required Skills:
  • Experience in technical training and troubleshooting in a desktop support environment
  • Strong knowledge of hardware, software, and operating systems
  • Ability to adapt quickly to new environments and technologies
  • Strong communication and customer service skills
  • Self-directed and motivated work ethic
  • Ability to work individually and in collaboration with teammates and other staff
  • Strong organizational, administrative, and leadership skills
  • Minimum GPA of 2.0
Bonus:
  • Experience in leadership, administration, and customer service
  • Strong knowledge of network infrastructure and computer security
  • Familiarity with resources for computing and troubleshooting problems
  • Strong technical writing and documentation skills
  • Familiarity with campus applications, services, and departments
  • Ability to act on behalf of Desktop Consultant Team supervisor when unavailable
  • Minimum GPA of 2.3
What You'll Learn on the Job
  • Organization, application, and support structure of SAIT
  • Deployment and troubleshooting processes for hardware and software
  • Customer service and interaction skills, such as conflict resolution and technical training
  • Administrative skills, including technical documentation and asset record management
  • Technology infrastructure, network configuration, and directory user and group policy management
  • Leadership skills, including task delegation, project management, and team development
Availability & Training Requirements
  1. The period of employment for this position begins upon hire and continues at least through the end of 2017-2018 academic year.
  2. Must be a currently enrolled UC Berkeley student.
  3. Must be available for 2-5 hours per week of training during the spring 2016 semester, including sessions on:
    • February 17
    • April 7
    • April 14
    • 2 days during the week of May 15 (dates/times TBD)
  4. Must be available to work 20-40 hours per week during the summer.
  5. Must be available to work 15-20 hours per week during the academic year.
  6. Required to attend all-staff training on August 18, 2016.
  7. A valid driver's license and a driving record check is required for all SAIT employees who drive the departmental vehicle in the course of their work (driving is preferred, but not required, for this position).
  8. Must clear a criminal background check due to the level of data access and access to systems and physical spaces required by the position.
  9. Continued employment is contingent upon satisfactory job performance evaluation by the Technical Services Manager.
The Interview
What to Expect

Candidates will meet with a panel of current staff, including the Lead Desktop Consultant, Desktop Consultant Team supervisor, Desktop Consultants, and/or other SAIT staff. Candidates will have an opportunity to expand on their resume, cover letter, and other qualifications in response to a series of questions and scenarios given by the panel, encompassing the technical, customer service, leadership, and administrative requirements of the position. Candidates will be asked to bring a copy of their unofficial BearFacts transcript to verify their GPA.

Sample Interview Questions
  • Describe your experience with computers and information technology.
  • A customer is unable to connect to the Internet with their desktop. What steps would you take to troubleshoot the issue?
  • You receive a call from a customer who is unhappy with service they have received from your team and is demanding immediate attention. However, your shift ends in five minutes and you have to go to class. How would you handle the situation?
  • You arrive one morning and receive a list of tasks for the day. You have one Desktop Consultant working in the morning, and another working in the afternoon. How would you organize and distribute the tasks between you and your available staff?

This job is currently not open for hiring

Have a question? Email us at hiring@rescomp.berkeley.edu.