ResNet Computer Consultant (RCC) 

Category: Computer Consulting 

Positions: Approximately 12 

Hourly Rate: $8.00 (for 2014/2015 academic year) 

Hours per Week: Approximately 8, with extra hours in August 

Schedule: Flexible, with ResNet Office hours set at the beginning of each semester 

Supervisor: Associate Director of Technology Support Services (Kathleen A. Hausmann)

Description:

  • The ResNet Computing Consultant (RCC) is responsible for assisting students with their personally-owned computers. While the primary focus of an RCC is to help student connect their computers to ResNet when they contact ResNet for technical support (through phone calls, e-mails, walk-in visits, appointments, and follow up on existing records in the ResNet tracking system), RCCs also assist students with updating software (Windows Update, Software Update), installing and updating the Saint Mary's-provided virus protection software (McAfee VirusScan and Virex), removing viruses, spyware, and other malware from computers, connecting to BelleAire (the campus wireless network) and network drives, and providing other basic troubleshooting services and software assistance. RCCs can also guide students on how to back up data and reinstall operating systems on their personal computers and provide basic support with personally-owned printers. 

Qualifications:

  • The RCC is the primary contact for students requesting technical assistance with their personally-owned computers. RCCs must have solid skills with both Mac and Windows operating systems, basic understanding of networking hardware and protocols, troubleshooting skills, the ability to think logically, take initiative to solve problems encountered by users, and be approachable and helpful. Training will be provided. 

Additional responsibilities for RCCs:

  • Ensure that students comply with the Responsible Use of College Computers and the Internet @ Saint Mary's College
  • Introduce new students to Saint Mary's College's computing resources and assist them in acquiring basic computer literacy
  • Assist students with connecting their personally-owned computers to the ResNet network
  • Show students how to use network directories and common software, and makes students aware of the College's Appropriate Computer Use Policy
  • Assist students with their personally-owned computer issues and provide technical support through the ResNet Office and ResNet Helpline
  • Direct students to appropriate Information Technology resources that are available to assist them (such as the ResNet and Clusters websites and FAQs, training sessions offered by the Information Technology department, and the Huisking Instructional Technology Resource Center)
  • Are responsible for working scheduled RCC Office Hours in the ResNet Office, assisting students who call or visit with questions during that time
  • Encourage the use of ResNet Problem Report Form for students reporting computing problems
  • Review ResNet Problem Report Forms respond to students' requests for assistance in a timely manner and keep records updated (what was done to resolve the issue, and note any follow-up contacts)
  • Help users with software issues by answering questions and solving problems
  • Perform routine diagnostics, troubleshooting, software maintenance, and some software upgrades (RCCs are not responsible for hardware-related issues, backing up students' personal data, or reinstalling operating systems)
  • Maintain ResNet Clusters in the residence halls
  • Maintain the equipment and general appearance of the ResNet Office
  • Assist other RCCs in troubleshooting and coordinating appointments when needed
  • Participate on the RCC listserv
  • Report problems to the Associate Director of Technology Support Services
  • Assist Information Technology staff as requested
  • Complete other duties as needed.

Training: Will be provided. Attendance at training is mandatory.

Last Modified February 1, 2012