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Job 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.

Form

APPLICATION FORM

Minimum Qualifications and Qualities                               

  • Excellent Customer Service skills                                     
  • Familiarity with UMW network, email and other resources
  • Possess basic computer software & hardware knowledge (PC and MAC)
  • Complete semester attended 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 (optional)

Training:

  • RTAs are expected to participate in two training sessions in August and January the week before the start of the fall and spring semesters.

Conduct:

  • Each RTA is expected to adhere to the requirements in the Help Desk employee handbook, the student Code of Conduct, 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.

For more information regarding the employment process, please visit http://www.umw.edu/financialaid/student_employment/default.php

E-mail applications with attention to Operations Manager to helpdesk@umw.edu