General Information
| Payroll Title | PROGRAMMER/ANALYST II | Title Code | 007277 | Grade/Step | Working Title | Student Technology & HelpDesk Consultant | |
|---|---|---|---|---|---|---|---|
| Department Name | Student Technology Support Dep | Supervisor | Phyllis A Franco | Department Head | Israel Fletes |
Special Requirements and Conditions
| Critical Position |
| Travel |
| Travel Outside of Normal Business Hours |
Level of Supervision Received
| General Supervision |
Items Used
| Telephone, Voice Mail, Fax Machine, Door Alarms, Windows and Macintosh Microcomputers, Printers and other Peripherals related to instruction (i.e. projectors). |
Position Purpose
| This position will serve as both a Student Help Desk consultant and a Student Labs technical consultant at UCR. The successful candidate will assist student lab consultants (via email, IRC chat, or in person) with all types of issues (e.g. student technical questions and policies). He/she will work with student lab consultants to maintain the student labs and ensure they are operating according to Computing & Communications policies and procedures. This includes such tasks as lab scheduling and monitoring, utilizing UCR's new online time clock and time reporting system (TARS) to monitor student lab consultant work hours, monitoring and maintaining UCR's student printing operation, and training and mentoring student lab consultants. |
Essential Functions
| Essential Function | % Time |
|---|---|
| Provide Support for Use of Student Labs and Other Computing Services. | 40 |
| Oversee student computing Helpdesk services. Interact with students in a professional manner and respond to technical questions in a timely manner. Monitor department IRC channel and provide assistance to student lab consultants as needed. Troubleshoot complex account problems, working with other departments as necessary. Develop and maintain support documentation both on Student Computing's public website and for student support staff. Manage lab reservations and work with departments on billing. Manage the student printing system and server and other related services. Research new and improved ways to convey information to students and keep abreast of technological developments so as to better assist students with their technological issues. | |
| Assist with Student Lab Consultants | 40 |
| Respond to administrative questions from student staff (student lab consultants) in person and electronically. Provide ongoing student employee training, approximately once each quarter. Research and deploy new methods of training. Manage student lab consultant time reporting through UCR's online Time and Attendance Reporting System (TARS) and SCS's time clock system. Serve on student staff search committees, provide feedback on student staff performance each quarter and manage the student lab consultants work schedule throughout the quarter to ensure adequate lab coverage. Address student staff requests to be excused from work shifts and manage student staff substitute requests. Report student staff policy/procedure violations to supervisor. | |
| Student Labs Hardware & Software Support | 10 |
| Assist the Lead Programmer/Analyst (LPA) with the maintenance and upgrades of all the student lab hardware and software equipment, including all peripherals. Maintain the media technology in each lab as well as assist the LPA with any updates/upgrades to hardware/software as necessary. Hardware includes all student lab desktops, Highlander Union Building (HUB) laptops, printers. Software includes Operating Systems and other software installed on the desktops/laptops. Manage the PaperCut student printing system. | |
| Develop and Maintain Department Intranet and SCS Web Pages | 10 |
| Develop web based programs for processing department data. Maintain and update existing web based programs as needed. Expand on existing programming and database skills. Create new and update existing Student Computing Services (SCS) web page content using SCS's Content Management System. Monitor SCS and related web pages for errors or insufficient support information. | |
Minimum Requirements
| Minimum Requirement | Display Ranking |
|---|---|
| 1 | |
| Education and/or experience equivalent to a Bachelor's degree in a related field. Excellent interpersonal skills, including tact, diplomacy, flexibility and the ability to work under pressure. |
|
| 2 | |
| Knowledge of Windows and Macintosh operating systems. | |
| 3 | |
| Knowledge of basic UNIX commands. | |
| 4 | |
| Demonstrated experience with web page design and html, including organizing information in a concise and easy to understand format. | |
| 5 | |
| Experience in using and troubleshooting problems with Microsoft Word, Excel, computer viruses, and scanning. | |
| 6 | |
| Experience dealing with technical questions over the telephone or via email and interfacing with coworkers in order to assist the UCR student population with their needs. | |
| 7 | |
| Experience supporting a wide range of student's technical computer issues. | |
| 8 | |
| Ability to give clear instructions and work independently or as part of a team. | |
| 9 | |
| Ability to manage time efficiently including handling multiple tasks with interruptions. | |
Preferred Qualifications
| Preferred Qualification | Display Ranking |
|---|---|
| 1 | |
| Familiarity with computing in a University setting. | |
| 2 | |
| Knowledge of UC policies and procedures. | |
| 3 | |
| Intermediate to advanced knowledge of MS Office 2010 and above. | |
| 4 | |
| Intermediate knowledge of PHP. | |
| 5 | |
| Intermediate knowledge of SQL, MySQL. | |
| Posted Position Purpose |
|---|
| This position will serve as both a Student Help Desk consultant and a Student Labs technical consultant at UCR. The successful candidate will assist student lab consultants (via email, IRC chat, or in person) with all types of issues (e.g. student technical questions and policies). He/she will work with student lab consultants to maintain the student labs and ensure they are operating according to Computing & Communications policies and procedures. This includes such tasks as lab scheduling and monitoring, utilizing UCR's new online time clock and time reporting system (TARS) to monitor student lab consultant work hours, monitoring and maintaining UCR's student printing operation, and training and mentoring student lab consultants. |
| Posted Minimum Requirements |
| Education and/or experience equivalent to a Bachelor's degree in a related field. 1 Excellent interpersonal skills, including tact, diplomacy, flexibility and the ability to work under pressure. 2 Knowledge of Windows and Macintosh operating systems. 3 Knowledge of basic UNIX commands 4 Demonstrated experience with web page design and html, including organizing information in a concise and easy to understand format. 5 Experience in using and troubleshooting problems with Microsoft Word, Excel, computer viruses, and scanning. 6 Experience dealing with technical questions over the telephone or via email and interfacing with coworkers in order to assist the UCR student population with their needs. 7 Experience supporting a wide range of student's computing issues. 8 Ability to give clear instructions and work independently or as part of a team. 9 Ability to manage time efficiently including handling multiple tasks with interruptions. |
| Posted Preferred Qualifications |
| 1 Familiarity with computing in a University setting. 2 Knowledge of UC policies and procedures. 3 Intermediate to advanced knowledge of MS Office 2010 and above. 4 Intermediate knowledge of PHP. 5 Intermediate knowledge of SQL, MySQL. |