• ResNet Computer Consultant Responsibilities

  • ResNet (Student) Manager Responsibilities

  • In-Room Appointment Guidelines

  • Standards of Professional RCC Behavior

    RCC Responsibilities

    ResNet Computer Consultants are expected to do the following:

    • Update/create ResNet Problem Report Form records for all assisted students, noting:
      • Everything listed in Request Detail is visible to the student.
      • ALL contacts (and attempts to contact) with the student via e-mail, voicemail, and in person
      • when any appointment was scheduled
      • additional details of the problems encountered
      • what troubleshooting was done
      • any websites used to troubleshoot the problem(s)
      • the solution to the problem

    • Contact all students requesting assistance in a timely manner.
      • Students who contact ResNet via e-mail or who already have tickets in the tracking system will be contacted via the resnet@saintmarys.edu e-mail address. RCCs will not need to contact students to follow up on existing tickets. Responses to student replies will ideally be sent within 24 hours of receipt (excluding weekends). Follow-up/reminder messages to students will ideally be sent every 2-3 days. All contacts will be recorded in the tracking system.
      • RCCs will need to follow on on tickets if a room visit is required. When a room visit is necessary, arrangements will be made either in person or via the listserv to decide which RCC(s) will take the ticket and assist the student. Responses to student replies should be sent within 24 hours of receipt (excluding weekends). Any necessary follow-up/reminder messages to students should be sent every 2-3 days. If a ticket qualifies for "Three Strikes," forward the e-mail thread to the Associate Director of Technology Support Services. All contacts must be recorded in the tracking system.
      • Until further notice, room visits are postponed unless extreme circumstances make such a visit necessary. The decision to make a room visit will be made by the Associate Director of Technology Support Services.
      • 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.
      • The expectation is that newly submitted ResNet Problem Report Forms are responded to within 24 hours of the ticket being created (excluding weekends).
      • Multiple attempts to contact a student will be made according to the "Three Strikes" policy posted at http://www.saintmarys.edu/~resnet/rccworld/threestrikes.html before a ticket is potentially closed due to the lack of student response.
      • Attempts to contact students via phone should ONLY be done using the ResNet Office line. Please do not use your personal cell phones to contact students on behalf of ResNet.

    • Ensure that publicly available resources are properly maintained.
      • The computers in the ResNet Clusters (http://www.saintmarys.edu/~resnet/resnetclusters.html) should always be in working order.
      • The ResNet Clusters have a well-kept appearance.
      • The ResNet Clusters are cleaned on a regular basis.

    • Check to see whether a student-owned computer meets the minimum requirements for connecting to ResNet.
      http://www.saintmarys.edu/~resnet/specifications.html

    • Assist students with configuring computers to establish a ResNet connection. Encourage students to connect on their own, and help when there is a problem. Walk the students through the instructions step by step, if necessary.

      • Mac: http://www.saintmarys.edu/~resnet/mac

      • Windows: http://www.saintmarys.edu/~resnet/windows

    • Assist students with the installation and configuration of security software, and make sure the virus definition files are up to date.
      http://www.saintmarys.edu/virus

    • Assist students with the removal of P2P file sharing software from their computers.

    • Assist students with the configuration of Windows Update (Windows) or Software Update (macOS), and make sure the security patches and software updates are current.

    • Show students how to use network directories and software, and make the student aware of the Computer Usage Policy at Saint Mary's College (Policy on the Responsible Use of College Computers and the Internet).

    • Assist users with basic troubleshooting issues for the operating system and Microsoft Office. You are encouraged to assist the student as much as possible while spending a reasonable amount of time and effort.

    • 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.

    ResNet (Student) Manager Responsibilities

    In addition to regular RCC duties, the ResNet Manager is responsible for:

    • Conducting any scheduled RCC 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 Helpdesk Student Manager and the Cluster Student Manager.

    • Assist with preparing the RCC office hours schedule.

    • Be available for other RCCs to discuss ideas and/or problems concerning ResNet.

    • Be available for Saint Mary's students to discuss ideas and/or problems concerning ResNet.

    • Be available for the Associate Director of Technology Support Services to discuss ideas and/or problems concerning ResNet.

    In-Room Appointment Guidelines

    Until further notice, room visits are postponed unless extreme circumstances make such a visit necessary. The decision to make a room visit will be made by the Associate Director of Technology Support Services.

    While most student have laptops or mobile devices that do not require room visits, we are happy to make appointments to meet students in their rooms for issues involving desktop computers, printers, and connectivity issues that occur in students' rooms but not in the ResNet Office.

    When attending an in-room appointment, an RCC should:

    • Be on time for the appointment.

    • Be prepared for the appointment, bringing any necessary tools such as a USB flash drive with potential drivers and malware removal tools on it.

    • Make sure that the student who owns the computer is in the room at all times, and involve her in as much of the troubleshooting as possible.

    • Discuss what she is doing to the computer with the student.

    • Show the student how to use any new software that is installed, and address any questions about existing software the student may have.

    • Update the ResNet Problem Report Form record for the student with the results of the appointment, including a list of troubleshooting that was done and the solution to the problem.

      •
    Standards of Professional RCC Behavior

    While on duty, an RCC should:

    • Provide quick and courteous responses to all student inquiries, filling out ResNet Problem Report Forms to track all calls and walk-ins, and refer as necessary.

    • Answer questions from students to the best of her ability.

    • Be courteous and willing to help.

    • If there is a problem with a student or parent, please refer the student to the Associate Director of Technology Support Services - RCCs are not expected to deal with abusive/angry/upset individuals.

    • 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 :-)

    Last updated: July 28, 2020