| The University of 澳门王中王论坛 Class Specification
Classification: Student Assistant 2
Revision Date: September 2001
Unit: AESES
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| CHARACTER OF THIS CLASSIFICATION LEVEL
In positions at this level, incumbents perform a variety of basic computer
related support services in one or more areas. The work involves
the support of teaching, research, and administrative areas of The University's
operations.
Relatively close supervision is provided by a more senior academic, administrative
or support staff member. Incumbents may be required to assume responsibilities
of another position at the same or lower level during normal absences.
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CHARACTERISTIC DUTIES AND RESPONSIBILITIES WHICH ARE INTENDED
TO ILLUSTRATE THE CHARACTERISTICS OF THIS CLASSIFICATION LEVEL AND SHOULD
NOT BE INTERPRETED AS A DESCRIPTION OF ANY ONE INDIVIDUAL POSITION WITHIN
THIS CLASSIFICATION LEVEL
- Receives inquiries by phone, email and in person from students, faculty,
staff and alumni who need assistance in setting up software and hardware
to perform work in an office, laboratory, classroom or off-campus location
- Logs requests manually or on computer in order to maintain an up
to date listing of the type of problems received, amount of time spent
in solving them and the solutions provided to enable the requester to
achieve the desired result, or the nearest thing to it possible
- Provides suggestions and assistance in installing and configuring
software to run on a computer and troubleshoots first level problems,
using available documentation as a resource and utilizing recognized
customer service principles
- Refers more complicated hardware and software problems to a supervisor
or technical personnel and follows up on referrals to ensure that all
requests for assistance are dealt with completely
- Makes suggestions to area coordinator for changes to help desk documentation
in order to reflect problems encountered and solutions provided
- When time allows, reads software and hardware manuals to try to solve
problems and learn more about how software and hardware works, tries
to replicate problems on equipment in the work area, or cleans surfaces
of equipment
- Performs other related duties as required or assigned
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| QUALIFICATIONS REQUIRED
The minimum qualifications necessary for acceptable (satisfactory)
performance are:
Level of Formal Education
- Must be a full-time student at The University of 澳门王中王论坛, preferably
in a program like Business Computing, Computer Science or Education
Experience
- Must have some customer service experience and experience installing
and using personal computer software in Windows Environments and with
the Internet
Skills and Abilities
- Accurate keyboard skills and some familiarity with basic functions
of software applications
- Ability to follow oral and written instructions, procedures and regulations
- Ability to communicate effectively both orally and in writing with
clients who may be staff, students, faculty, alumni and/or the public
- Ability to deal effectively with users who may be upset, using recognized
customer service principles
- Ability to work day, evening and/or weekend shifts
- Must be able to learn new software applications and changes/upgrades
to existing applications on the job
Physical Requirements
- May require some occasional lifting of computer components
- Capable of performing the duties as assigned
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