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Resident Technology Assistant (RTA) Position Description

The Resident Technology Assistance (RTA) program is an extension of the UMW Department of Information Technologies (DoIT) Help Desk. Each RTA is responsible for providing technical support to UMW faculty, staff, and students.  RTAs are assigned to specific residence hall(s) and academic building(s), and provide technical support to users in those buildings.  RTAs must maintain the proper balance between academic responsibilities and the responsibilities of the position.  The RTA is often the first point of contact between the user and DoIT;  as a representative of DoIT, it is imperative to demonstrate courtesy and professionalism at all times.

Minimum Qualifications and Qualities                         

  • Excellent Customer Service skills.                              
  • Familiar with UMW network, email and other resources.
  • Possess basic computer software & hardware knowledge (PC and MAC).
  • Second-semester freshman in good standing with the University
  • Complete one complete semester at UMW prior to application
  • Demonstrate responsibility, maturity, technical expertise, and customer service skills.
  • Good academic standing of at least a 2.5 cumulative Grade Point Average (GPA).

Expectations

Period of Employment:

  • Fall – August training and student move-in until the first day of final exams.
  • Spring – January training until the first day of final exams.
  • Summer – Each Summer Session.

Training:

  • August – All RTAs will participate in the August training session and student move-in held the week before the start of fall semester.
  • January – All RTAs will participate in the January training session and student move-in held the week before the start of spring semester.

Conduct:

  • Each RTA is expected to adhere to the requirements in the Help Desk employee handbook, the student Code of Conduct, Network and Computer Use Policy, and all other UMW policies.

Responsibilities

General:

  • Provide technical support in a timely and professional manner.
  • Maintain on-call hours.
      • Sunday-Thursday 7PM to 10PM.
      • Hours during freshman move-in are extended as necessary.
  • Publicize RTA contact information in assigned residence hall(s) .
  • Have daily interaction with faculty, staff, and residents.
  • Educate faculty, staff, and students about technology issues.
  • Advise faculty, staff, and students of University computing policies when appropriate.
  • Maintain a good working relationship with other RTAs, Help Desk Manager, Operations Manager, and other User Services staff.

Administrative:

  • Attend scheduled meetings (approximately three per semester).
  • Attend all training sessions.
  • Log all calls and tickets.

Acceptable Usage Policy

  • Report known AUP violations to the Help Desk Manager, Operations Manager, or appropriate authority.

Scope of Technical Assistance

Resident Technology Assistants provide technical advice and consulting to faculty, staff, and students of the University of Mary Washington. This is limited to verbal assistance, hands-on system configuration, and printer setup and software installation. This does NOT include support that requires the computer case to be opened. This also does NOT include the formatting of a fixed disk or the installation of the operation system. Hardware support and OS installations are the responsibility of the system owner. Assisting with classroom assignments is also prohibited and may be an Honor Code violation.

Application

Apply for this position.