Helpdesk Consultants are expected to do the following:

• Update/create problem tracking system records for ALL assisted people, noting:
• Client's name, username, location on campus where problem is occuring, type of computer used, operating system used, and a phone number to reach them at
• Inital reported problem including as much detail as possible (as described by user, listed in Request Detail - this field is visible to the client)
• Troubleshooting assistance provided during that initial call (all of your comments, listed in notes)
• ALL contacts (and attempts to contact) with the individual via e-mail, voicemail, and in person
• when any appointment(s) was/were scheduled for, or whether the computer was brought to the Helpdesk for service
• additional details of the problems encountered
• what troubleshooting was done
• any websites were used to troubleshoot the problem
• the solution to the problem
• Faculty and staff experiencing issues with their laptops will be asked to bring their laptop to the Helpdesk by Information Technology staff.

  • Unless the individual is on our President/VP/Registrar list, laptops are not picked up by Information Technology staff or students. Faculty and staff are expected to bring their laptops and power supplies to the Helpdesk.
  • Faculty and staff do not need to bring their laptops to the Helpdesk if the issue requires an office visit or a remote connection to address the problem (broken network jack, printer issues).
  • When equipment is dropped off at the Helpdesk (usually laptops, could be other things), please add the information to the tracking system (since there is probably already a ticket for the issue). If there is not already a ticket, please create one. Please include in the ticket any accessories that were included (power supply, laptop case). Then send an e-mail to the appropriate IT staff that the equipment has been dropped off:

    • Send a descriptive e-mail to dropoff@saintmarys.edu. Include the name of the person and the item dropped off in the subject line, and any additional details in the body of the message.
    • HDCs do not have to deliver the equipment to the IT staff. The e-mail will notify various IT staff that an item has been delivered to the Helpdesk for repair or return so it can be addressed in a timely manner, and you don’t have to go hunting for the appropriate IT staff member to deliver it.

  • Faculty and staff who pick up their laptops from the Helpdesk should have a record created to indicate that the laptop was obtained. YOU MUST SEE IDENTIFICATION (Saint Mary's ID card or government-issued identification) before giving a laptop to an individual!

• Respond to all requests for assistance in a timely manner.

• Review the status of any issues being worked on in the Helpdesk with the Helpdesk Consultant before she leaves.
• Make sure the previous Helpdesk Consultant on duty has updated all of the problem tracking system records for issues being worked on at the Helpdesk.
• Check for voicemail. Return all messages to obtain additional information and assist them with their questions. Add all calls to the tracking system.
• Check for any messages sent to the Helpdesk listserv. Respond where appropriate, or research questions and then contact the individual.

• Report problems and troubleshooting questions/issues/concerns to the Associate Director of Technology Support Services.
• Attend scheduled meetings and training with the Associate Director of Technology Support Services.

In addition to regular Helpdesk Consultant duties, the Helpdesk Student Manager is responsible for:

• Conducting any scheduled Helpdesk Consultant meetings with the Associate Director of Technology Support Services.
• Meeting on an as-needed basis with the Associate Director of Technology Support Services. This meeting may also include the ResNet Student Manager and the Cluster Student Manager.
• Assist with preparing the Helpdesk Consultant shift schedule.
• Be available for other Helpdesk Consultants to discuss ideas and/or problems concerning the Helpdesk.
• Be available for the Associate Director of Technology Support Services to discuss ideas and/or issues concerning the Helpdesk.

While on duty, a Helpdesk Consultant should:

• Provide quick and courteous responses to all support inquiries, creating problem tracking system records to track all calls, e-mails, and walk-ins, what support was provided during the initial contact, and refer as necessary.
• Answer questions from all who call, e-mail, and walk into the Helpdesk to the best of her ability.
• Be courteous and willing to help.
• Be available and willing to assist any Information Technology staff member with any tasks or errands assigned to her during a shift without hesitation or delay.
• If there is a problem with an individual, please refer them to the Associate Director of Technology Support Services - Helpdesk Consultants are not expected to deal with abusive/angry/upset users.
• Please direct all parents to the Associate Director of Technology Support Services.
• Promote a sense of professionalism through appearance. Please do not wear your pajamas, sweats, or a pair of headphones/ear buds while working or act in a way that could be described as unprofessional or unapprochable while you are on duty.
• Smile :-)