Information Services: Help Desk RSA

Department and Code: Information Services - 962               

Immediate Supervisor: Felicia Knox

AsureForce Supervisor: Felicia Knox

Office Location: Barret Lobby          

Phone Extension: 3890 

Number of Student Associates in Position: 2

General Description of Position:

 

Oversees scheduling and duties/tasks of  over 20 student workers who staff the helpdesk

Makes daily routine schedules and communicates updates and changes in procedure to student staff

Works desk for 2/3 of his/her weekly hours (answers phone, in-person, and email requests for IT help, creates helpdesk tickets if questions can’t be answered by desk workers, refills paper and checks printers)

Works off the desk for 1/3 of his/her time to take care of administrative and communication tasks

Is familiar with the services in Barret (media center, digital media lab, circulation desk, archives, computer depot)

Trains student team at the beginning of the year and makes updates to training throughout the year

Works with Wendy Trenthem and Bill Short, the immediate supervisors for the helpdesk, as well as the other 4 librarians who work the helpdesk, to make sure the entire helpdesk team is notified of changes and updates
 

Minimum Qualifications

 

Good communication skills—in person, over the phone, in writing

Excellent time management skills

Good organizational skills (for scheduling over 20 students)

Willingness to learn basic Rhodes Information Services systems and procedures (EMS, Box, printing procedures, MS Office, connecting to wireless, library catalog and databases)


Preferred Qualifications

 

Willingness to learn Rhodes Information Services systems and procedures beyond the basics

IT or library skills beyond the basics listed above

Ability to adapt to changes in procedure as information services systems change

Physical Demands: any heavy lifting, moving heavy objects, or long periods of sitting or standing. Make sure your job description is as ADA friendly as possible. Does your job require maneuvering of stairs or other unique physical requirements?

 

Candidates need to be able to move about Barret library, either by stairs or elevator.