ITS Student Handbook

2012
Information Technology Services
ITS Student Directors Minnesota State University, Mankato 5/2/2012
Page |1 Introduction .................................................................................................................................................. 3 Information Technology Services Vision Statement ..................................................................................... 4 Positions ........................................................................................................................................................ 4 Student Consultant ................................................................................................................................... 4 Student Supervisor.................................................................................................................................... 4 Student Director........................................................................................................................................ 5 Promotions................................................................................................................................................ 6 Academic Computer Center .......................................................................................................................... 7 Overview ................................................................................................................................................... 7 Student Consultant ................................................................................................................................... 7 Student Supervisor.................................................................................................................................... 8 Student Director........................................................................................................................................ 9 Service Desk ................................................................................................................................................ 11 Overview ................................................................................................................................................. 11 Student Consultant ................................................................................................................................. 11 Student Supervisor.................................................................................................................................. 12 Student Director...................................................................................................................................... 12 Staging......................................................................................................................................................... 14 Overview ................................................................................................................................................. 14 Student Consultant ................................................................................................................................. 14 Student Supervisor.................................................................................................................................. 14 Student Director...................................................................................................................................... 15 Electronic Repair (ER).................................................................................................................................. 17 Overview ................................................................................................................................................. 17 Student Consultant ................................................................................................................................. 17 Student Supervisor.................................................................................................................................. 17 Student Director...................................................................................................................................... 17 Technology Support .................................................................................................................................... 19 Student Consultant ................................................................................................................................. 19 Student Supervisor.................................................................................................................................. 20 Student Director...................................................................................................................................... 21 All ITS student employees will abide by all guidelines stipulated in this document. Failure to do so may result in disciplinary actions and/or termination.
Page |2 Policies ........................................................................................................................................................ 23 Late Policy ............................................................................................................................................... 23 Skipped Shifts .......................................................................................................................................... 23 Time Clock Errors/Missed Clock.............................................................................................................. 23 Theft and Software Piracy ....................................................................................................................... 23 Personal Phone Calls ............................................................................................................................... 23 Dress Code .............................................................................................................................................. 24 Sexual Harassment.................................................................................................................................. 24 Headphones/Social Networking Websites/Books/Games ..................................................................... 24 Professionalism ....................................................................................................................................... 24 Productivity ............................................................................................................................................. 24 Breaks/Food ............................................................................................................................................ 24 Studying at Work .................................................................................................................................... 25 Write-ups ................................................................................................................................................ 25 Disciplinary Procedures........................................................................................................................... 25
All ITS student employees will abide by all guidelines stipulated in this document. Failure to do so may result in disciplinary actions and/or termination.
Page |3
Introduction
This handbook is designed to outline various duties and responsibilities of the positions throughout the Information Technology Services department. It is intended to inform students of ITSs policies and procedures that keep ITS operating smoothly. Items mentioned in this handbook are listed here as a result of past experiences at ITS. ITS provides students with valuable work experience in a technical field. Helping others with technical difficulties will improve personal technical skills, as well as customer service skills. Experience troubleshooting software, hardware, servers, and networks can be gained.
Page |4
Information Technology Services Vision Statement

Information Technology Services will be innovators and leaders in information and technology services at MSU, the local community, and within MnSCU. As agents of change, we will lead the University community with technological innovation, excellence in customer service, superiority in instructional technology, and unsurpassed availability of information resources.
Positions
There are three positions students can hold in ITS: 1.) Student Consultant 2.) Student Supervisor 3.) Student Director. Each department in ITS contains all of these positions. Advancement is done through an application process held at the end of each academic semester.
Student Consultant
The student consultant performs tasks such as creating incident reports, package deliveries, photocopying, scanning, basic troubleshooting, taking payments, managing inventory, cleaning work areas, or other routine tasks generally associated with office support are common. Depending on the tasks to be performed, the following are typical of the knowledge, skills and abilities required for this classification: knowledge of business English, spelling and grammar - skill in typing or data entry, if required, ability to compute and tabulate using basic mathematics - ability to understand and carry out oral and written directions - ability to file and retrieve records using an established filing system. Some knowledge of tools and equipment used in repair, or maintenance is necessary. Can, with training, answer routine questions regarding units operations. Positions are closely supervised and decisions are made with supervisors. (*)
Student Supervisor
Student Supervisors are responsible for technical assistance in a greater capacity, escalated incident resolution, and delegation. (*) Dependent upon unit requirements the following are typical of the knowledge, skills, and abilities required for this classification. Knowledge of the basic theories of a professional field and the University security rules and regulations as well as ITS policies and procedures is necessary. The ability to enforce regulations, to follow oral and written directions and to react quickly in emergency situations is also very important.
Page |5 Positions are closely supervised and decisions made with Student Director. Positions are based on applications which any student consultant may apply for.
Student Director
This includes students working in various areas who are responsible for supervising a large number of student employees. (*) Duties include interviewing, consulting for the hiring and termination process of student employees, scheduling student employee work hours, and signing student employee timesheets. Dependent upon unit requirements high level of knowledge of units operations and policies understands principles and practices of management and supervision may require considerable knowledge of technical operations. Student Directors work independently following units policies and procedures. They take appropriate action based upon established policies and procedures and reports to staff members immediately after action is taken. When possible, decisions involving non-routine matters are discussed with supervisors prior to action being taken. The Student Directors will be in charge of day to day managerial activities. These will include but are not limited to carrying out the payroll for each student, assisting with hiring/disciplinary action, student reviews, and running meetings. The Student Directors will hold meetings amongst themselves, as well as weekly meetings with the groups that they supervise.
* Note: At the beginning of each shift, all employees should make sure that all other employees are on time at their scheduled positions and ready to work. In the event of an unexcused tardiness of five minutes or more (timed after the start time of their shift), the employee must be called. This is necessary because often times the employee has simply forgotten about their shift and can attend, which will result in a single write-up for being late instead of two write-ups for skipping. Write-up forms can be found at the ACC info booth by the time clock or to the right of the ITS Service Desk and must be filled out when an employee is tardy and given to a Director. All ITS student employees will abide by all guidelines stipulated in this document. Failure to do so may result in disciplinary actions and/or termination.
Page |6
Promotions
Anyone may apply for either the Student Supervisor or the Student Director of any department at any time. Applications will be reviewed 3 times a year; once at the end of the fall semester, once at the end of the spring semester, and once at the end of the summer. The application is the same for all positions and can be located at the ITS Help Desk as well as on the MavDISK via the following link: \\Mavdisk\groups\ITS\Customer Services\Help Desk\Documents\ITS Application.pdf. Applications should be turned into current Student Directors. Previous work experience may be taken into account as well as an interview. Questions will be different depending on the position that the applicant is applying to.
Page |7
Academic Computer Center

Overview
The Academic Computer Center (ACC) is located in the basement of Wissink Hall and provides access to computing resources available on campus. There are several different workstations with various software applications only available in the ACC. Several classes are also conducted in the ACC labs. The ACC also offers 30 minutes one-on-one computer tutoring sessions which are available to all the students.
Student Consultant

Opening and closing the lab Greeting students as they enter and leave the lab Answering the telephone Monitoring the security of ACC classrooms by opening and closing them as necessary Maintaining the printers and print-release stations Assisting users with questions regarding their username/password, programs such as the Microsoft Office Suite, printing, and general computer usage. Maintaining a clean and orderly lab by disposing of trash, pushing in chairs, etc. Be professional at all times o Dress appropriately and be identifiable to those in need of assistance o Report to work promptly and remain for the entire scheduled shift o Provide accurate answers to students, faculty, parents, and public inquiries o Be courteous, cheerful, and helpful. Display a positive attitude at all times o Show interest in customers concerns and work with them to solve problems o Do not hang out with friends or talk incessantly on the phone during the shift o Perform duties to the best of thy ability Lab Upkeep o Pick up all paper and debris from the floor and tables and place it in the proper containers o Make sure chairs are arranged in an orderly fashion o Make sure trash and recycle bins are in their proper locations and emptied as necessary o Keep all printers supplied with paper at all times o Take care of and hang up vests Using the Phone o The telephone in the lab is not for personal use. o Answer the phone promptly with a courteous introduction o Speak clearly, slowly, and politely o Treat every call as important and resolve all calls or refer them to the proper resources. If all else fails, contact the Service Desk at .x6654. Software and Hardware Troubleshooting
Page |8 Help customers learn and utilize software whenever possible If a confusing problem arises, be sure to seek help from another Student Consultant or the Student Supervisor on duty until a solution is found. o If there is a software or hardware problem that is unfixable by the Supervisor, complete an Out of Order Form as completely as possible. These forms can be found at www.acc.mnsu.edu and at the info desk. Do NOT try to fix hardware issues without knowledge of how to fix them. o Under NO circumstances are student consultants to remove PC covers or attempt to perform services to PCs. Meetings o The second week of the semester there will be a meeting for all supervisors to go over changes in the lab and to review policy. o Missing a meeting without prior approval will result in a write-up o If necessary, additional meetings may be scheduled to address concerns for the lab. o o
Student Supervisor
Employees scheduled for the position of Student Supervisors are those people who have proven their experience and responsibility. All personnel promoted to Student Supervisor have passed an additional interview with the Student Directors. The Student Supervisors serve as an interface between the employees, users of the ACC, and the Student Directors. Below are the duties Student Supervisors are to perform in order to monitor the operation of the ACC. In addition to the roles and responsibilities of the Student Consultant, Student Supervisors take on additional obligations: Student Supervisor Beginning Shift Duties: At the beginning of each shift, make sure all employees are on time, at their scheduled positions, and ready to work. In the event of unexcused tardiness of five minutes or more (which means an employee arrives after the hour of their scheduled shift), the Student Supervisor must promptly call the employee. It is essential that this done because it often times enables an employee who has forgotten about their shift to come in, resulting in a single write up for being late rather than two write ups for a skip. If we find that a Student Supervisor failed to make this call to a late employee, they will be written up. If the employee is not able to be reached or to work their shift, the Student Supervisor must make all efforts to find a replacement and leave no vacant positions. If an employee is five minutes or more late to work, it is the responsibility of the Student Supervisor on duty to fill out a write-up form, which can be found in the info booth or by the time clock, and deliver it to the Student Directors. If an employee is absent from work, the Student Supervisor is to fill out a write-up form and deliver it to the Student Directors. If a supervisor arrives late but their position has already been filled, the Student Supervisor should inform them that they have lost the work. Check printer tray levels and make sure each tray is adequately filled. Turn on the TV by the printing stations and make sure the volume is low.
Page |9 Student Supervisor Responsibilities During the Shift: During the shift, Student Supervisors must sit in the Info Booth or Float positions and move about the lab as needed to monitor the ACCs activity and security. They must also monitor the Student Consultants on duty so that they are conveniently available to students and are fulfilling their shift duties. Student Supervisors should be available at all times to answer questions of Student Consultants and take partial responsibility for any uncompleted tasks on their shift. Ensure chairs are pushed in, printer trays are filled, and paper bins are emptied on a regular basis. Scheduling the conference rooms. Lock up/shut down classrooms that are not scheduled with a faculty member present. Classroom doors are only to be unlocked 15 minutes before the scheduled class and must be closed as soon as the supervising faculty member leaves. This is imperative in preventing theft/damage to the equipment in the rooms (Student Supervisor keys will not open any classroom until 7:30 AM). Student Supervisors are responsible for informing the users whenever a particular system goes down by posting a message on the whiteboard by the Info Booth. Student Supervisors should make sure proper open/close procedures are being followed and appropriate forms are completed (write-ups, printer trays, employee attendance, equipment out of order forms, etc.). Responsible for knowing the procedures for emergency situations and where to direct people in the event of severe weather. If any complaints, problems, suggestions and/or questions arise, please discuss them with the Student Directors.
Student Supervisor Closing Duties Flick the lights in the lab 30 minutes before closing to warn users that closing time is approaching. At 15 minutes to close, half of the lab lights should be shut off. Ensuring that all classrooms are securely locked. Working with Student Supervisors to push in chairs, pick up trash, empty paper bins, fill printers, and shut down computers. Making sure that all users have left the lab before closing. Call security (x2111) and tell them that the lab is being closed. Shutting down the TV by the printing stations. Being the last employee to leave the ACC, locking the main doors securely behind them.
Student Director
In addition to the roles and responsibilities of the Student Supervisors, Student Directors take on additional obligations: Payroll and Budgeting Assisting in the hiring/termination of employees
P a g e | 10 Application review Interview process Getting availability Reserving rooms Scheduling interview times Coordinate inclusion of staff member(s) Recommendation of hiring o Review write-ups and recommendation of termination Scheduling o Attainment of student availability o Coordination with other directors for coverage/cross training o Hour allotment management o Leave approvals o Fixing time clock errors Employee evaluations o Reviewing employee performance o Filling out employee evaluation sheet o Sitting down with students and going through evaluation o Pay raise determination and authorization Filling out Work Authorization form for raise o Going through improvement plans (if necessary) Write-up/disciplinary management o Keep all write-ups on file o Manage approval of write-ups o Hold meetings with student to discuss write-ups o Enforcement of disciplinary action Organizing ACC meetings o Customer Service and Relation o Attending weekly director meetings and staff meetings if any o o
P a g e | 11
Service Desk
Overview
The Service Desk is the front line for all technology questions. Students learn how to troubleshoot questions, help customers, and delegate difficult questions to staff members. The Service Desk offers support for systems controlled by ITS, including D2L, MavMail, MavDisk, etc
Student Consultant
The primary job functionality of the ITS Student Consultant requires providing support for the following: Campus Accounts o User Accounts o Guest Accounts Mav-Systems o MavNet o MavMail o MavDisk o MavPrint o MavCash Microsoft Office Products Virus/Malware Removals Operating System Reinstalls Operating System Troubleshooting Campus Provided Software Installations D2L Support o Usage support for both faculty and students COB Laptop Support o Reimaging of COB computers o COB software installation o Hardware repair for COB computers under warranty o Initial configuration of new COB machines
Students are not required to provide full support for all of these systems, but are required to adequately gather information pertaining to a situation and creating a documented incident report in order for it to be taken care of by another student employee or full time staff member. Additional tasks may include package deliveries, photocopying, scanning, taking payments, managing inventory, cleaning work areas, or other routine tasks required with office support. Depending on the tasks to be performed, the following are typical of the knowledge, skills and abilities required for this classification: knowledge of business English, spelling and grammar, skill in typing or data entry, ability to understand and carry out oral and written directions ability to file, and retrieve records using established filing system. Some knowledge of tools and equipment used in repair, or maintenance of computers is required. Can, with training, answer software and hardware related issues. All ITS student employees will abide by all guidelines stipulated in this document. Failure to do so may result in disciplinary actions and/or termination.
P a g e | 12 Note: Student Consultants do not reassign incidents to different destinations unless directed too or approved by a Student Supervisor or Director.
Student Supervisor
In addition to the roles and responsibilities of the Student Consultant, Student Supervisors take on additional obligations: Be a primary resource for Student Consultant questions Help train new employees Fill out write-up forms Monitor coverage of the ITS Service Desk Reassign incidents to proper destinations Make sure student employees are staying on task and giving proper information to customers Help with all Desire2Learn issues.
Student Director
In addition to the roles and responsibilities of the Student Supervisors, Student Directors take on additional obligations: Payroll (tentative) Assisting in the hiring/termination of employees o Application review o Interview process Getting availability Reserving rooms Scheduling interview times Coordinate inclusion of staff member(s) Recommendation of hiring o Review write-ups and recommendation of termination Scheduling o Attainment of student availability o Coordination with other directors for coverage/cross training o Hour allotment management o Leave approvals o Fixing time clock errors Employee evaluations o Reviewing employee performance o Filling out employee evaluation sheet o Sitting down with students and going through evaluation o Pay raise determination and authorization Filling out Work Authorization form for raise o Going through improvement plans (if necessary) Write-up/disciplinary management o Keep all write-ups on file o Manage approval of write-ups
P a g e | 13 Hold meetings with student to discuss write-ups Enforcement of disciplinary action This does not include termination Organizing weekly Service Desk meetings Attending weekly director meetings and staff meetings o o
P a g e | 14
Staging
Overview
Employees in this area will deal with a variety of computer related issues such as software installation, scrubbing and reimaging of computers, and computer deliveries, to name a few tasks. The staging department is not based off of face to face interaction as the Service Desk, but customer service is still a present factor. Machines in this area will typically have been used at some point by the end user. Systems may be using Macintosh Operating System (OS) or Windows variations, typically the latest versions. On newer machines where the default OS is known, reimage with the OS it came with. Only for specific scenarios are older versions of an OS installed, or if requested it is by a customer. In the Staging Room, there is a Delivery queue, Reassignment queue, Surplus queue, and an On Hold queue. Computers that are completed should have their incidents updated with the work done and initialed by the person that completed it. Desktops are placed into the delivery queue and delivered out to the customer. Laptops should have the customer called to inform them they can come and pick up their laptop at the Service Desk. Once done, the laptop can be placed into the pickup bin, located behind the Service Desk against the phone support cube. Make sure to include the bin letter in the right now incident so the student consultants at the Service Desk will know where it is located at.
Student Consultant
Software Installations PC and Mac Software (If customer has purchased a license) Surplus Equipment and Computers Scrubbing and Reimaging of Computers Reimage Windows 7 (32 & 64 bit) using PXE Sheet Reimage Mac 10.X using NetBoot Sheet Bios Updates Computer Pickup and Deliveries Keeping the general staging area cleaned Data Back Up/Recovery o Ensure Release of Liability is signed BEFORE backing up data
Student Supervisor
P a g e | 15 In addition to the roles and responsibilities of the Student Consultant, Student Supervisors take on further obligations: Be a primary resource for Student Consultant questions Help train new employees Fill out write-up forms Monitor coverage of the ITS Staging Reassign incidents to proper destinations Make sure student employees are staying on task and giving proper information to customers Regularly check delivery, surplus, staging room incident, and pickup queues Ensure all laptops requiring files backed up have Release of Liability signed Aid in completion of rush incidents Ensure computers with tickets are in their proper locations (Delivery, Surplus, On-Hold, etc.)
Student Director
In addition to the roles and responsibilities of the Student Supervisors, Student Directors take on further obligations: Payroll (tentative) Assisting in the hiring/termination of employees o Application review o Interview process Getting availability Reserving rooms Scheduling interview times Coordinate inclusion of staff member(s) Recommendation of hiring o Review write-ups and recommendation of termination Scheduling o Attainment of student availability o Coordination with other directors for coverage/cross training o Hour allotment management o Leave approvals o Fixing time clock errors Employee evaluations o Reviewing employee performance o Filling out employee evaluation sheet o Sitting down with students and going through evaluation o Pay raise determination and authorization Filling out Work Authorization form for raise o Going through improvement plans (if necessary) Write-up/disciplinary management o Keep all write-ups on file o Manage approval of write-ups o Hold meetings with student to discuss write-ups o Enforcement of disciplinary action
P a g e | 16 This does not include termination Organizing weekly Staging meetings Attending weekly director meetings and staff meetings
P a g e | 17
Electronic Repair (ER)

Overview
Electronic Repair (ER) provides a variety of hardware repair services for faculty, staff, and students on campus. Students primarily work with Dell, Apple, and HP machines, presuming that the computers are still under warranty and purchased from the Computer Store. Computers not under warranty can also be diagnosed and fixed for a reasonable fee. ER also does Software Installations/ System installations and backup of files for any computer. Charges for OS installations depend on if the customer has their own CD/DVD. Overall, ER works on any computer and has a goal to provide a very reliable and fast service.
Student Consultant
Diagnosing and troubleshooting computers Order and repair hardware After repair, turn computer on and check if everything is working Making the invoices for the amount to be charged Documentation of work performed Moving computers to the right place after repair is done o COB Help Desk, Staging, or Pick-up Cabinet
Student Supervisor
In addition to the roles and responsibilities of the Student Consultant, Student Supervisors take on additional obligations: Be a primary resource for Student Consultant questions Help train new employees Fill out write-up forms Make sure student employees are staying on task
Student Director
In addition to the roles and responsibilities of the Student Supervisors, Student Directors take on additional obligations: Payroll (tentative) Assisting in the hiring/termination of employees o Application review o Interview process Getting availability
P a g e | 18 Reserving rooms Scheduling interview times Coordinate inclusion of staff member(s) Recommendation of hiring o Review write-ups and recommendation of termination Scheduling o Attainment of student availability o Coordination with other directors for coverage/cross training o Hour allotment management o Leave approvals o Fixing time clock errors Employee evaluations o Reviewing employee performance o Filling out employee evaluation sheet o Sitting down with students and going through evaluation o Pay raise determination and authorization Filling out Work Authorization form for raise o Going through improvement plans (if necessary) Write-up/disciplinary management o Keep all write-ups on file o Manage approval of write-ups o Hold meetings with student to discuss write-ups o Enforcement of disciplinary action This does not include termination Organizing weekly Electronic Repair meetings Attending weekly director meetings and staff meetings Doing the Deposits and other paperwork.
P a g e | 19
Technology Support
Technology Support assists faculty, in some cases students, on campus with onsite hardware and software assistance. Tickets are assigned to Technology Support only when there are issues that cannot be resolved remotely, primarily from the Service Desk. Tasks will include, but not be limited to: Full Computer Setups Mobile Technology Support Application Installation Installation, Removal, and Troubleshooting of Licensed Software Installation and Troubleshooting of Local or Network Printers Installation, Replacement, and Troubleshooting of Classroom Technology o Classroom Projectors o VHS/DVD Players o Document Cameras o SMART Board Technology o Classroom Recording Technology
In some events, employees may need to bring back hardware to areas specified by ITS, bringing a laptop to the surplus department is a potential example under this scenario.
Student Consultant
The primary job functionality of the Technology Support Student Consultant requires the following: Customer service to faculty, staff o Includes over the phone, Remote Desktop Connection, and onsite Troubleshooting and Installation of onsite hardware and software o Includes, but not limited to: Network/Local Printers PC and Mac based computers Classroom projectors VHS/DVD players Document Cameras Laptop/Projector connectivity SMART Board technology Audience response technology Classroom recording technology Licensed Software (See Software Licensing via wiki)
P a g e | 20 Lab Software (Mathlab, ArcGIS, Mathematica)
Working as a cohesive unit with other students o Student Consultants should bring a fellow team member o Consult Student Supervisor with questions as necessary o Shadowing a Student Supervisor if necessary Documentation of worked performed (Right Now) o Who, What, Where, When, and How o Ensure incidents contain a faculty/staff member as main contact o Check with Student Supervisors if a new incident is to be made General Office Phone Usage o All calls should be answered o Update appropriate incidents with any new information regarding call o Voicemail should be checked whenever notice is flashing Usage of proper etiquette when speaking with customers Completion of necessary training procedures Alert Supervisors of any high priority issues that arise Completion of Incidents in department queues
Additional tasks may include package deliveries, photocopying, scanning, taking payments, managing inventory, cleaning work areas, or other routine tasks required with office support. All consultants are required to complete proper training procedures and will be held accountable to consult Student Supervisors or Directors on any questions related to the training.
Student Supervisor
In addition to the roles and responsibilities of the Student Consultant, Student Supervisors take on additional obligations: Be a primary resource for Student Consultants o Includes, but not limited to: Allowing Student Consultants to shadow you on incidents Finding answers to questions Information gathering from staff and online resources Update Wiki for Student Consultants to utilize Aid in training of new Student Consultants Fill out write-up forms o Turned into area specific Student Director o Complete these in a timely manner, sooner rather than later Right now Incidents
P a g e | 21 o Ensure all incidents have faculty or a staff member as main point of contact Ensure proper policies and procedures are being followed o Those listed in this book, and procedures to complete incidents Managing of incident escalation o Incidents should be escalated based upon the level of priority Checking appropriate queues on a regular basis o Look through queue to ensure incidents are completed properly and in a timely manner o Take responsibility for incidents of higher priority and difficulty o Make sure incidents are completed properly
Student Director
In addition to the roles and responsibilities of the Student Supervisors, Student Directors take on additional obligations: Assisting in the hiring/termination of employees o Application review o Interview process Getting availability Reserving rooms Scheduling interview times Coordinate inclusion of staff member(s) Recommendation of hiring o Review write-ups and recommendation of termination Scheduling o Attainment of student availability o Coordination with other directors for coverage/cross training o Hour allotment management o Leave approvals o Fixing time clock errors Employee evaluations o Reviewing employee performance o Filling out employee evaluation sheet o Sitting down with students and going through evaluation o Pay raise determination and authorization Filling out Work Authorization form for raise o Going through improvement plans (if necessary) Write-up/disciplinary management o Keep all write-ups on file o Manage approval of write-ups o Hold meetings with student to discuss write-ups o Enforcement of disciplinary action
P a g e | 22 This does not include termination Organizing weekly Technology Support meetings o Include all necessary updates to the department o Inform of any policies and/or procedures as necessary o Upcoming events o Work around student schedules as necessary o Areas in need of improvement Don't bash, but include informational mentionings to aid in these areas Preparing/Attending weekly director meetings o Creation of meeting agenda o Reserving room o Sending out invites in accordance with Director's calendars Routine checkups of training process and material to ensure efficiency o This will include regular checkups on the appropriate wiki pages Provide aid to high priority tickets o This could include, but not be limited to: Department Computer moves Incidents requiring research or increased difficulty Providing students all necessary information to do their jobs Speaking to and/or dealing with problematic customers Updating Resources o Keep necessary areas of the wiki up to date for student usage Updated Licensed Software listings Updated procedures for installations and troubleshooting methods Updated staff contacts (Phone numbers, email, etc.) o Keep necessary areas on mavdisk clean and up to date Organization of needed software o Create a list and bring to correct staff member Check up on Student Consultants and Supervisors o This will be necessary to accurately gage performance reviews Keep yourself updated and sharp o Research different topics regarding your area o If area is under staffed then provide necessary aid for incidents o Learn any new software procedures and update appropriate area o Update yourself of any new passwords or necessary procedures
P a g e | 23
Policies
Late Policy
An employee is considered late if they arrive more than five minutes after their scheduled time. Any time an employee logs in five minutes after the hour or more, a write-up must be issued by the Student Supervisor or other employee on the shift. The only excused late-clocks are those approved by the Student Directors prior to the start of the employees shift. In the case of an excused absence or lateclock, a write-up will still be created and documented, but no disciplinary action will be taken. If an employee is 5 or more minutes late for a shift but says they had prior approval, the student is still expected to write-up the employee for being late to inform the Student Directors. Clock-in time will be taken from ScheduleSource.
Skipped Shifts
It is considered a skip if you do not show up to work during your scheduled time and do not inform the Student Supervisor or Student Directors of your absence. The only instance in which there will not be consequences for missing a shift is if the absence received approval from the Student Directors prior to the shift. Missing a scheduled shift without Student Directors excusing is considered to be more severe of an infraction than being late for a shift. The typical penalty for a skipped shift will be the equivalent of two write-up strikes, but is subject to the discretion of the Student Director.
Time Clock Errors/Missed Clock

If there are any problems clocking in or off to http://www.schedulesource.net/enterprise/, a Director will need to be emailed immediately to ensure proper payment. If a director is present, it is best to stop and inform them right away. In addition, if a missed clock occurs (clocking in or out) a Director must be informed immediately. Clocking in and out is essential to getting paid for the correct amount of hours worked.
Theft and Software Piracy

ITS Customer Services will not tolerate theft or piracy of any kind. Any employee suspected of stealing, making illegal copies of software for personal use, or installing campus software on personal machines may be put on suspension until the issue is resolved. Any employee caught stealing will automatically be terminated and possibly face prosecution. No digital or physical copies of software may leave the campus of Minnesota State University, Mankato. Any employee caught taking software off campus may face prosecution and termination.
Personal Phone Calls

Personal phone calls should not be made and cellular device should not be used in general (this includes texting and browsing the internet) while at work unless authorized by the supervisor, as they All ITS student employees will abide by all guidelines stipulated in this document. Failure to do so may result in disciplinary actions and/or termination.
P a g e | 24 are distracting to employees and customers. If a call is an emergency, it should be kept short and the employee should step away from areas where customers are. If frequent calls become a problem, disciplinary actions will ensue.
Dress Code
In general, clothing is expected to be neat and clean. If attire is found to be inappropriate, employees may be asked to leave work (without pay) and return in something that is appropriate. Use of crude language (swearing, insults, etc.) is not acceptable. Hats are also prohibited.
Sexual Harassment
Any employee who is reported and determined to be guilty of sexual harassment against another student, employee, or anyone will be reported to the affirmative action office and lose their job. This could also result in legal action depending on the situation.
Headphones/Social Networking Websites/Books/Games

Usage of any of these should not be used when helping a customer or when a customer is present in the area. During down-times, usage will be determined by the Supervisor or Director or full time staff.
Professionalism
It is expected that all employees present themselves and behave in a professional manner while at work as each employee is a representative of ITS. During work hours, activities that are not directly related to work should not be engaged in. Examples include, but are not limited to, homework, games, Internet surfing, personal visitors/phone conversations, sleeping, misappropriation of state property, etc. Any disagreements that may arise should be resolved in a professional manner and never in front of customers.
Productivity
It is expected that each employee completes all assignments or tasks given by a supervisor. In addition, if a task has been completed, it is expected to request additional assignments from a supervisor or other staff member within customer services.
Breaks/Food
Each employee is granted a 15 minute paid break if and only if they work 4 or more consecutive hours a day. If the employee works 8 or more hours in a day they receive one half-hour paid break. Restroom breaks do not deduct from an employees break time if they are brief and necessary. However, leaving work to smoke, eat, receive a cell phone call, or for any other reasons, must be done during the break time only. Violations of this policy will result in the same consequences that apply to the late policy. Food should be consumed in the break room, as no meals/food should be All ITS student employees will abide by all guidelines stipulated in this document. Failure to do so may result in disciplinary actions and/or termination.
P a g e | 25 present at the point of contact with customers. Snacks can be present at the discretion of the supervisor.
Studying at Work
Studying at work is not allowed without authorization from the supervisor. All work must be completed in the designated area and each employee must have checked with the area supervisor to help with any tasks that might need to be done before studying will be allowed.
Write-ups
Employees may receive a write-up as a consequence for disobeying the guidelines set out in this handbook. Write-ups result from attendance, behavioral, and procedural infractions. Behavioral and procedural write ups are generally looked upon as being as severe as a skip under normal circumstances; however the Student Directors reserve the right to take more drastic measures for extreme infractions. Upon receiving notification of a write-up, employees should meet with the Student Directors at their earliest convenience. Everyone is responsible for reporting write ups (positive or negative).
Disciplinary Procedures
First Write-Up Second Write-Up Third Write-Up Fourth Write-Up Fifth Write-Up Warning Final Warning One Week Suspension Two Week Suspension Termination
(The procedural guide is based on write-ups given within one fiscal year (June 20xx June 20xx). All disciplinary procedures are subject to Student Directors discretion.

ITS Student Handbook

Cargado por

Información del documento

Derechos de autor

Formatos disponibles

Compartir este documento

Compartir o incrustar documentos

Opciones para compartir

¿Le pareció útil este documento?

¿Este contenido es inapropiado?

Copyright:

Formatos disponibles

ITS Student Handbook

Cargado por

Copyright:

Formatos disponibles

2012

Information Technology Services

ITS Student Directors Minnesota State University, Mankato 5/2/2012

Information Technology Services Vision Statement

Academic Computer Center

Electronic Repair (ER)

P a g e | 20 Lab Software (Mathlab, ArcGIS, Mathematica)

Time Clock Errors/Missed Clock

Theft and Software Piracy

Personal Phone Calls

Headphones/Social Networking Websites/Books/Games

También podría gustarte