The Desktop Support Group provides technology assistance to the UMW community. They install, troubleshoot, and repair devices in offices, labs, and classrooms across campus.
Minimum Qualifications and Qualities
- Must have excellent customer service skills;
- Be familiar with the UMW network, email and other resources;
- Possess basic computer software and hardware knowledge (PC and MAC);
- Complete one semester at UMW prior to applying;
- Demonstrate responsibility, maturity, technical expertise, and customer service skills;
- Be in good academic standing of at least a 2.5 cumulative Grade Point Average (GPA);
- Have a basic knowledge of Audio/Video systems (DVD, VHS , Projector);
- Be able to lift and carry up to 50lbs.
Expectations
Period of Employment:
- Fall – August training and student move-in until the first day of final exams
- Spring – January training until the first day of final exams
- Summer – Each Summer Session
Training:
- August – All student aides will participate in the August training session and student move-in held the week before the start of fall semester.
- January – All student aides will participate in the January training session and student move-in held the week before the start of spring semester.
Conduct:
Each student aide is expected to adhere to the requirements in the Help Desk employee handbook, the student Code of Conduct, Network and Computer Use Policy, and all other UMW policies.
Responsibilities
General:
- Provide technical support in a timely and professional manner
- Report to work on time and dress according to the Help Desk dress code
- If you are sick and unable to report for work, you must call at least thirty minutes before the start of your shift.
- If you need time off you must find someone to work your shift.
- Hours during freshman move-in are extended as necessary.
- Educate faculty, staff, and students about technology issues.
- Advise faculty, staff, and students about the University computing policies when appropriate.
- Maintain a good working relationship with your supervisor, and other User Services staff.
Administrative:
- Attend scheduled meetings (approximately three per semester)
- Attend all training sessions
- Log all calls and tickets
Acceptable Usage Policy:
Report known AUP violations to your supervisor, or appropriate authority.
Scope of Technical Assistance
The Desktop Assistant will provide technical advice and consulting to faculty, staff, and students of the University of Mary Washington. This is limited to verbal assistance, hands-on system configuration, printer setup and software installation. The assistant will have to transport equipment across campus.