RCCs should check the ResNet Problem Report Forms daily and review the
issues that students are reporting. RCCs should be prepared to help any student that
has been invited into the ResNet Office for assistance.
Contribute to the discussion and problem solving on the RCC listserv.
We can't survive without your collective expertise.
Attend scheduled RCC meetings and training sessions.
Arrive ON TIME for your ResNet Office Hours. If you are unable to be present
during your scheduled shift, you are responsible for finding a substitute. Without
an RCC on duty, the ResNet Office cannot be open.
Requests for substitutes can be sent to the RCC listserv.
If there is an emergency, please contact the Associate Director of Technology Support Services -
alternate arrangements may be made depending on the situation.
Excused absences include academic conflicts, illness, and family emergencies
(but these still require an RCC to find a substitute for her shift).
Unexcused absences will result in disiplinary action.
Remember - if you're not at your ResNet Office shift,
you're preventing the ResNet Office from being open.
Provide excellent customer service. Your role is to help students
with their technology questions and issues. Remember: You are Information
Technology's Ambassadors to the students!
The limitations of the ResNet Computer Consultant role:
RCCs should never perform hardware repairs for students: This includes installing memory,
replacing batteries, etc.. Information Technology
prefers that you DO NOT do any hardware work even when you are off-duty because
of liability concerns. Students and parents may ask you to do this because
they know you are technically-inclined,
but here are some considerations:
Information Technology does not train or pay student consultants to do installs
or repair hardware. Students with hardware install needs should make arrangements
with their computer vendor (for warranty repairs), a computer repair center,
or do it themselves if they can.
An RCC performing a hardware repair could end up voiding the device's warranty,
preventing the student from receiving covered repair service by the device's manufacturer
in the future if the problem persists or new problems occur.
If an RCC does it just as a favor, it makes it seem that Information Technology
provides this service even though we do not. If an RCC does it for a user as a friend,
the friend may hold you and Information Technology liable if something goes wrong.
Users in other residence halls will also expect and demand that their RCCs do it.
The moral to this brief list is: DON'T DO IT.
RCCs should never abuse from angry or upset users. If a user is irate, do not hesitate to
send her to the Associate Director of Technology Support Services. You were not hired to receive abuse from
the people you are supposed to help. Be sure to keep a copy of all correspondence
between you and the irate user so that the Associate Director of Technology Support Services can follow the
situation and back you up. Make sure that the ResNet Problem Report Form is also
up-to-date and contains all available information.
As much as possible, communicate with the Associate Director of Technology Support Services - cc: her on
all potentially problematic correspondence! She is your ally and will support and
defend you 100% unless you are rude to the user. It's also a good idea to tell the
Associate Director of Technology Support Services of potential problems before they happen, so that she
is not surprised if a user's parent calls (and they do!).
