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Greetings,

 

If anyone has a program in place where resident students help support student technology in your residence halls and is willing to share your experiences with this it would be greatly appreciated.  A few  questions that come to mind:

·        How do you compensate Resident Tech assistants (free or discounted room and board, hourly rate, equipment …..)?

·        What hours are the Resident Tech Assistants ‘on duty’?

·        Do you have formal training programs in place for Resident Tech Assistants?

·        Do you have a web site that gives details of how your program operates?

 

Regards,

 

Rick.

 

 

Rick Kubb

Director of Technology Services
Maryville University
314-529-9606

Gander Hall, Room 215

rkubb@maryville.edu

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Comments

Greetings,

 

If anyone has a program in place where resident students help support student technology in your residence halls and is willing to share your experiences with this it would be greatly appreciated.  A few  questions that come to mind:

·        How do you compensate Resident Tech assistants (free or discounted room and board, hourly rate, equipment …..)?

·        What hours are the Resident Tech Assistants ‘on duty’?

·        Do you have formal training programs in place for Resident Tech Assistants?

·        Do you have a web site that gives details of how your program operates?

 

Regards,

 

Rick.

 

 

Rick Kubb

Director of Technology Services
Maryville University
314-529-9606

Gander Hall, Room 215

rkubb@maryville.edu

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Greetings,

 

If anyone has a program in place where resident students help support student technology in your residence halls and is willing to share your experiences with this it would be greatly appreciated.  A few  questions that come to mind:

·        How do you compensate Resident Tech assistants (free or discounted room and board, hourly rate, equipment …..)?

·        What hours are the Resident Tech Assistants ‘on duty’?

·        Do you have formal training programs in place for Resident Tech Assistants?

·        Do you have a web site that gives details of how your program operates?

 

Regards,

 

Rick.

 

Rick Kubb

Director of Technology Services
Maryville University
314-529-9606

Gander Hall, Room 215

rkubb@maryville.edu

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Message from bauer.rick@gmail.com

In a previous job with residence halls, we designated certain students in each dormitory for first-line troubleshooting. That service counted toward a mandatory service quota that the students had to fulfill on campus, and those students were strongly encouraged to enter the technology training and certification courses the school was offering. A key advantage is that it puts educated resources in the dorms when they are most needed (in the evenings) instead of having help desk people on call. Key issues are reliability, ongoing training, any warranty coverage or indemnification, etc. It was nice to see many of those students go on to top-flight jobs in the technology industry, where they have showered their former CIO and professor with lots of stock options....wait, that hasn't happened yet.

Rick Bauer, R&D Director, CompTIA
former academic CIO

On , "Kubb, Richard" <rkubb@maryville.edu> wrote:
>
>
>
>
>
>
>
>
> Greetings,
>  
> If anyone has a program in place where resident students help support student technology in your residence halls and is willing to share your experiences with this it would be greatly appreciated.  A few  questions that come to mind:
>
>
>
>
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> ·       
> How do you compensate Resident Tech assistants (free or discounted room and board, hourly rate, equipment …..)?
>
> ·       
> What hours are the Resident Tech Assistants ‘on duty’?
>
> ·       
> Do you have formal training programs in place for Resident Tech Assistants?
>
> ·       
> Do you have a web site that gives details of how your program operates?
>  
> Regards,
>  
> Rick.
>  
>  
> Rick Kubb
> Director of Technology Services
>
> Maryville University
>
> 314-529-9606
> Gander Hall, Room 215
> rkubb@maryville.edu
>  
>
>
>
>
>
> **********
> Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.
>
>
> ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Hello,

 

At Indiana University Bloomington and Indianapolis campuses,

we pay our Technology Team Consultants an hourly rate of $9.00/hr.

 

They hours we staff during the fall and spring are: 

Sunday noon – 4pm and 6pm – 10pm

Monday – Thursday  10am – 2pm and 6pm – 10pm

 

Most of our residence halls are closed in the summer so we have minimal staffing to support year-round campus apartment folks.

 

The Tech Team consultants start out as consultants who work in labs in our academic buildings around campus and earn 8.00/hour.  If they have an interest in becoming Tech Team consultants, they can apply when there are openings.  The Tech Team consultants staff the labs that are located in Residence Halls and go to appointments in student rooms.  Students can call the Support Center and make an appointment for a Tech Team consultant to come to their room and help them with any wireless network problems, data jack problems,  Ethernet cable not working, WAP setup assistance, or virus issues.  

 

We have many on-line resources for our consultants to use when troubleshooting customer issues.  Each consultant has a laptop available to them as well along with a flash drive that contains some software and troubleshooting applications they can use on customer equipment.    We also have specific on-line trainings that Tech Team consultants must complete:  WAP Training, Networking/CMD, Windows Advanced, Security, and Get Connected (our in-house software anyone new to campus must run on their machine that installs service packs and updates).

 

While we have many internal web pages, we don’t really have a public web page that explains this program.  

 

I hope this is helpful.  If you have any questions or would like more information, don’t hesitate to let me know.

 

-Marsha Egan

 

 

Marsha Egan

Manager,

Indiana University

UITS, Technology Center Consulting

IUB & IUPUI

egan@indiana.edu

812-855-3794 (Office)

812-361-4540 (Cell)

 

 

Here at Assumption we have about 15 student Resnet Computer Consultants (RCCs).  They primarily work out of the IT Helpdesk supporting student-owned equipment.  They service everything from hardware failures, software issue and personal devices like Xbox 360s, phones and Kindles.  The main focus for the RCCs is getting computers connected to the residential network, both wired and wireless.   During the month of September they work exclusively in residence halls assisting students getting online. 

 

They are paid minimum wage, and each individual RCC can work around 9 hours a week.  Because there is more need for ResNet support at specific times of the school year, RCCs typically work about 12 hours a week in September and tail off throughout the semester.  They have normal office hours that are staffed from October on.  The schedule is set and maintained by the helpdesk.  Typically we have three to four RCCs who work Monday through Thursday, 5:00 PM to 8:00 PM, and we limit the number of appointments per evening to 15.  During busy times of the year 15 appointments is barely enough.  If everything moves quickly we will increase the number to about 20.  During slower periods there may be about four or five students in need of assistance each evening.  We try to schedule the RCCs accordingly. 

 

We have several RCCs that have a Dell certification that allows them to do warranty work.  We only do warranty work on Dells and do no hardware support for a computer without a warranty.  The students with the Dell certification are senior RCCs.  They are not necessarily seniors at the college but have been with ResNet for at least a year and have shown initiative.

 

We train the RCCs in late August for about four days before First Year Students arrive on campus.  They are taught the basics of the job and basic troubleshooting.  Most of the first semester for a new RCC is on-the-job training.  Ongoing training is done using a Blackboard course that all IT Student employees are members of.  We also do much of our communication with the RCCs throughout the year via email, Facebook, Twitter and, of course, phone.   Every year we seem to run into a new situation that was not expected.  Most of these issues are easily resolved, and the RCCs are integral in getting to the bottom of these issues.

 

 

Tom St. John

IT Support Center Manger

Assumption College

508-767-7009

 

 

-----------------------------------------------------------------------

Dawn R. Thistle, D.A.

Executive Director, Information Technology & Media Services

Assumption College

500 Salisbury Street

Worcester, MA  01609

 

508-767-7095

508-799-4502 fax

 

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