Full Job Description

BLUE RIDGE COMMUNITY COLLEGE

STUDENT COMPUTER LAB ASSISTANT JOB DESCRIPTION

 

JOB TITLE: Student Computer Lab Assistant

DEPARTMENT: ICS

TERM: Temporary, part-time-on semester by semester bases.

HOURS AVAILABLE: 12 or less hours per week.  Weekend and nights required.

REPORTS TO: Student Computer Help Desk Supervisor

FLSA STATUS: Non-Exempt

PREPARED BY: Miriam T. Basinger

PREPARED DATE: 2/22/2012

 

JOB SUMMARY:

Student Computer Lab Assistants is a temporary position for student workers.  Student Computer Lab Assistants are responsible for providing assistance to BRCC students.  You are the first contact person for students seeking technical help with computer related issues, such as EAD and MY BRCC, and wireless log-on issues.  Perform basic computer troubleshooting, including course specific software and printer maintenance.  Computer Lab Assistants are responsible for maintaining a clean quiet work area for students.  This position is for BRCC students.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Include the following.  Other related duties may be assigned.

  1. Primary responsibility is to provide student support and customer service.
  2. Be present, visible, and available to students, faculty and staff requiring technical assistance.
  3. Answer questions from callers, as well as students on campus with technical issues.
  4. Research for solutions to questions that you are unfamiliar with.  Learn to use the power of Google.
  5. Be acquainted with the available help resources and stay updated with campus technology changes and problems.
  6. Computer Lab Assistants are expected to familiarize themselves with new software and hardware applications used in the open computer lab.
  7. Create computer issue tickets in IssueTrak.
  8. Attend all Computer Lab Assistant training sessions.

 

COMPETENCIES:

To perform this job success fully Computer Lab Assistants should demonstrate the following competencies:

 

Analytical: The ability to research unfamiliar technical issues, and learn new software and hardware applications.

Problem Solving: Identify and resolve technical issues in a timely manner.  Gather and analyze information to either resolve the issue or escalate the issue to the next tier group.  Ability to visualize the problem or situation and think abstractly to solve it.

Technical Skills: Demonstrate the ability to logically solve basic technical issues.  Show they are knowledgeable in current operating system and software applications, as well as SIS, Google Apps, and Blackboard.

Customer Service: You are the face of BRCC help support to many students.  Respond promptly in a friendly and helpful manner to questions.  Demonstrates patience and persistence when helping difficult or emotional students, as well as students who have little or no computing skills.  Maintains a good attitude when repeatedly answering the same questions to same students.

Interpersonal Skills: Effectively and courteously helps students, faculty, staff and administrators with technical issues answers basic to intermediate software issues. Offers to help them find answers to problems or sends them to the next support tier.

Oral Communication: Ability to explain technical issues clearly and concisely.

Written Communication: Ability to submit IssueTrak tickets, create brochures, and update the website.

Teamwork: Share information and collaborate on technical issues. Willing to help each other cover hours as needed.

Quality Management: You are the face of BRCC help support, put the students’ needs above working on your personal projects and assignments.

Business Insight:

Professionalism: Please wear work appropriate clothes.  Keep your tone, speech and emails professional.  Professionally answers and routes phone calls to appropriate departments. Assists with basic technical issues.

Adaptability: Technology changes continually, and technology fails learn how to adjust when things do not go as planned.  When my BRCC is down, stay calm and know alternates methods to logon Blackboard.  Learn different ways of doing things.

Attendance/Punctuality: Ability to manage time.

Dependability: Dependability in following schedules and procedures.

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