The DoIT Technology Support Center is looking to hire additional consultants to work during the Fall. Please see our job description below and visit our job posting on UMBCWorks to apply. The position will be open for applications until July 17. (Search for TSC Student Consultant.)

TSC Student Consultant Job Description

Technology Support Center (TSC) student consultants are the first points of technical contact for the UMBC community and those who do well often go on to work in other areas of the Division of Information Technology (DoIT). Minimally, consultants are expected to provide initial triage and support for a wide-range of information technologies including accounts, hardware, instructional technologies, networking, software, telecommunications, and basic web development.

Responsibilities include, but are not limited to the following:

• Provide technical assistance to users by phone, online and in person;
• Answer TSC phones in a professional and courteous manner;
• Create, update and resolve tickets in the Request Tracker (RT) ticketing system;
• Create, update, suggest and recommend relevant FAQ articles to users (www.umbc.edu/faq);
• Provide direct assistance to users on technical issues they cannot easily resolve on their own;
• Complete in-person or online training about quality support as defined in umbc.edu/go/ticketrubric;
• Respond to all work-related communications in a timely manner;
• Escalate urgent problems to the Full-Time staff, as appropriate.

Required Skills and Experience

• Demonstrated ability to effectively communicate by phone or in person.
• Demonstrated writing ability.
• Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
• Demonstrated analytical and troubleshooting skills.
• Ability & willingness to learn coupled with a clear understanding of one’s technical abilities, so as to triage and escalate an issue that leads to an effective solution for the user.

Student Disability Services (SDS) has continued to transition to more digital processes. They recently converted their traditional “pink form” faculty filled out with details on how to administer a student’s test (e.g., whether students could use a calculator, extended time, etc.). In the past, issues arose when instructors left fields blank or multiple emails had to be exchanged to clarify important information, which can now be required through the use of the campus Request Tracker (RT) ticketing system. The new digital process saves both time and paper.

“...it streamlines how we take in tests.”

For students who need testing administered, using a system like RT helps create a dynamic system and improves data tracking for tests. “We’re really excited to have this system because it streamlines how we take in tests,” said Laura Hesselton, Testing Coordinator for SDS.

“Required” fields on the new online form prevent SDS from needing to exchange multiple emails to clarify important information. The new form also allows professors to submit one form for multiple students rather than filling out multiple hand-written forms. Additionally, it offers faculty a secure online test submission alternative. Instead of dropping off materials in person, attachments included with the submission are automatically saved in a secure Box folder that only designated SDS staff can access. Other RT users on campus cannot view the test attachments or tickets.

“They were so patient with making all the changes and making sure it worked,”

Working with DoIT proved to be a positive experience for SDS. When creating the RT form, SDS went through several changes, creating the need for DoIT to help adapt to SDS’s workflow needs. “They were so patient with making all the changes and making sure it worked,” said Hesselton. “It was awesome.”

Pictured on the left is Tawny McManus, Director for SDS. In the middle is Cassie Kilroy Thompson, Advising & Accessibility Specialist for SDS. On the right, Laura Hesselton.