UNIVERSITY OF DELAWARE

USER SERVICES

STUDENT CAREER LADDER

Microcomputing Site Support	Technology Solutions Center
Site Consultant (SC)	Associate I (TSC A I)
Site Consultant I (SC I)	Technician I (TSC TI)
Site Consultant II (SC II)	Technician II (TSC T II)
Site Consultant III (SC III)	Senior Associate (TSC SA)

User Services's student employment guidelines

MICROCOMPUTING SITE SUPPORT

SITE CONSULTANT (SC)
Average hours per week: 10-15
- No previous campus computing site experience required
- Some computer knowledge and experience preferred
- Good communication and organizational skills
- Experience with the following software applications is preferred:
  - MS Office products (Word, Access, Excel, Power Point)
  - Pine, FTP, Internet Explorer
- Assist site users with computer related problems/questions
- Responsible for hardware and site security
- Learn and support the site specific software
- Abide by the University of Delaware's Policy for Responsible Computing
- Other duties may include:
  - Process input/output jobs
  - Duties assigned by Site Director
- Employees will be evaluated by their supervisor once a year during April/May
- Merit raises based on performance and time-in-job raises will be determined at that time
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SITE CONSULTANT I (SC I)
Average hours per week: 10-15
- Two semesters of computing site employment or equivalent knowledge and experience
- Good communication and organizational skills
- Experience with software applications is preferred:
  - MS Office products (Word, Access, Excel, Power Point)
  - Pine, FTP, Internet Explorer
- Knowledge of site microcomputer hardware and network
- Assist site users with computer related problems/questions
- Responsible for hardware and site security
- Basic knowledge and support of the site specific software
- Perform basic printer maintenance, manage printers and monitor on-line queues
- Abide by the University of Delaware's Policy for Responsible Computing
- Other duties may include:
  - Process input/output jobs
  - Duties assigned by Site Director
- Employees will be evaluated by their supervisor once a year during April/May.
- Merit raises based on performance and time-in-job raises will be determined at that time.
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SITE CONSULTANT II (SC II)
Average hours per week: 10-15
- Three semesters of computing site employment or equivalent knowledge and experience
- Some knowledge and experience with network administration and UNIX
- Good communication and organizational skills
- Advanced experience with the following software applications is required:
  - MS Office products (Word, Access, Excel, Power Point)
  - Pine, FTP, Internet Explorer
- Intermediate knowledge of the site specific software, hardware and network is required
- Assist site users with computer related problems/questions
- Responsible for hardware and site security
- Assist in advanced printer maintenance, manage printers and monitor on-line queues
- Assist in maintain site usage, paper consumption and generate reports
- Advanced knowledge and support of site specific software
- Abide by the University of Delaware's Policy for Responsible Computing
- Other duties may include:
  - Assist in maintaining web pages
  - Assist in training and supervising Site Consultants and Site Consultants I
  - Assist in maintaining hardware and software inventory
  - Assist in compiling, checking and submitting time sheets
  - Assist in preparation of annual evaluations
  - Assist in annual report compiling
  - Process input/output jobs
  - Duties assigned by Site Director
- Employees will be evaluated by their supervisor once a year during April/May
  Merit raises based on performance and time-in-job raises will be determined at that time

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SITE CONSULTANT III (SC III)
Average hours per week: 10-15

POSITION REQUIREMENTS

Four semesters of computing site employment or equivalent knowledge and experience
Experience with network administration and UNIX
Good communication and organizational skills
Advanced experience with the following software applications is required:
- MS Office products (Word, Access, Excel, Power Point)
- Pine, FTP, Internet Explorer
Advanced knowledge of the site specific software, hardware and network is required

DUTIES AND RESPONSIBILITIES

Assist site users with computer related problems/questions
Responsible for hardware and site security
Perform advanced printer maintenance, manage printers and monitor on-line queues
Maintain site usage, paper consumption and generate reports
Advanced knowledge and support of site specific software
Abide by the University of Delaware's Policy for Responsible Computing
Other duties may include:
- Create and maintain web pages
- Train and supervise Site Consultants I and II
- Network, hardware and software troubleshooting and problem resolution
- Install software on server and monitor distribution to each computer
- Maintain hardware and software inventory
- Compile, check and submit time sheets
- Assist in preparation of annual evaluations
- Annual report compiling
- Process input/output jobs
- Duties assigned by Site Director

REVIEW AND RAISE PROCEDURE

Employees will be evaluated by their supervisor once a year during April/May
Merit raises based on performance and time-in-job raises will be determined at that time

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Technology Solutions Provides pre-purchase consulting on computer hardware and software. Configures and troubleshoots computer problems, including network connectivity and basic software and operating systems problems.

TSC ASSOCIATE I (TSC A I)
Average hours per week: 10-15
- Experience using one supported platform's operating system, network connections and desktop applications.
- Familiarity with University computing environment.
- Able to work between the hours of 8 am and 5 pm M-F.
- Under general supervision:
- Follow University configuration instructions for networking software
- Be able to explain IT policies to users
- Perform basic troubleshooting of computer problems
- Explain problems, solutions, and work-arounds to customers
- Maintain records of work done in tracking system and in paper files
- Abide by the University of Delaware's Policy for Responsible Computing
- New employees will be evaluated after 4 months (approximately 1 semester after starting)
- All employees will be evaluated annually during April/May
- Merit raises based on performance and time-in-job raises will be determined at that time
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TSC TECHNICIAN I (TSC T I)
Average hours per week: 10-15
- Two semesters of computing site employment or equivalent knowledge and experience.
- Familiarity with University computing environment, including basic understanding of UNIX applications and commands.
- Able to work between the hours of 8 am and 5 pm M-F.
- Under general supervision:
- Follow University configuration instructions for networking software
- Be able to explain IT policies to users
- Perform basic troubleshooting of computer problems
- Explain problems, solutions, and work-arounds to customers
- Maintain records of work done in tracking system and in paper files
- Able to install networking hardware and configure drivers on supported platforms
- Participate in special projects
- Assist with pre-purchase consulting and helping customers who walk in with questions
- Abide by the University of Delaware's Policy for Responsible Computing
- New employees will be evaluated after 4 months (approximately 1 semester after starting)
- All employees will be evaluated annually during April/May
- Merit raises based on performance and time-in-job raises will be determined at that time
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TSC TECHNICIAN II (TSC T II)
Average hours per week: 10-15
- Two semesters of computing site employment or equivalent knowledge and experience
- Familiarity with University computing environment, including basic understanding of UNIX applications and commands
- Able to work between the hours of 8 am and 5 pm M-F
- Under general supervision:
- Follow University configuration instructions for networking software
- Be able to explain IT policies to users
- Explain problems, solutions, and work-arounds to customers
- Maintain records of work done in tracking system and in paper files
- Able to install networking hardware and configure drivers on supported platforms
- Research and resolve unusual problems with hardware and software
- Act as a resource to other associates
- Perform advanced troubleshooting of computer problems
- Participate in special projects
- Assist with pre-purchase consulting and helping customers who walk in with questions
- Help train new hires
- Abide by the University of Delaware's Policy for Responsible Computing
- New employees will be evaluated after 4 months (approximately 1 semester after starting)
- All employees will be evaluated annually during April/May
- Merit raises based on performance and time-in-job raises will be determined at that time
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TSC SENIOR ASSOCIATE (TSC SA)
Average hours per week: 10-15
- Two semesters computing experience or equivalent knowledge
- Familiarity with University computing environment, including basic understanding of UNIX applications and commands
- Well-developed organizational skills and customer service skills
- Able to work between the hours of 8 am and 5 pm M-F
- Under general supervision:
- Follow University configuration instructions for networking software
- Be able to explain IT policies to users
- Perform basic troubleshooting of computer problems
- Explain problems, solutions, and work-arounds to customers
- Maintain records of work done in tracking system and in paper files
- Able to install networking hardware and configure drivers on supported platforms
- Research and resolve unusual problems with hardware and software
- Act as a resource to other associates
- Perform advanced troubleshooting of computer problems
- Participate in special projects
- Assist with pre-purchase consulting and helping customers who walk in with questions
- Help train new hires
- Aid associates with difficult customers
- Provide documentation and other tools for fellow associates
- Investigate and arrange training opportunities for TSC staff
- Initiate and coordinate special projects
- Maintain smooth functioning of department
- Abide by the University of Delaware's Policy for Responsible Computing
- New employees will be evaluated after 4 months (approximately 1 semester after starting)
- All employees will be evaluated annually during April/May
- Merit raises based on performance and time-in-job raises will be determined at that time

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