Job Description

Hornet Representatives work under the supervision of the Hornet Management Team delivering first line network support halls of residence. Hornet representatives work as part of a large team in conjunction with IT Services Support Staff, the Hornet Reps support residents computers, the residential computer networks and computer clusters.

In addition to direct computer troubleshooting, Hornet Reps educate residents about technology resources to promote academic and personal growth. The workload is heaviest at the beginning of the academic year and the schedule becomes much lighter and more flexible after October.

You don't have to be a computer genius to work for Hornet. You need to be interested in the job, be prepared to learn new things and able to commit to the role.

Qualifications

Required Abilities:

  • Effective communication skills and the ability to interact professionally with a diverse group of student residents and staff.
  • Ability to work productively in team
  • Dependable
  • Knowledge and experience of computers and operating systems
  • Experience of troubleshooting Internet connectivity issues
  • Proficiency with Internet applications (especially web browsers and e-mail clients)

Preferred Abilities:

  • Experience teaching or training others
  • Strong organizational and administrative skills
  • Working knowledge of computer hardware and software programs
  • Familiarity with Internet resources for software and hardware troubleshooting
  • Some background in troubleshooting operating systems and/or computer network problems
  • Ability to learn new technologies and keep abreast of the latest technological advances

Duties

(40%) Consultation

  • Troubleshoot connectivity problems with resident computer systems. Undertaking this duty will involve the need to visit and enter student study bedrooms within the area of the campus you are working.
  • Provide courteous and prompt customer service in response to resident requests.
  • Utilize the Hornet Portal at least every 24-48 hours to maintain track of outstanding tasks.
  • Sign up to and regularly check the Hornet Support Team forum.
  • Liaise with Hall Staff and attend events as needed (to be determined by the Hornet Management team).
  • Provide support with the identification and resolution of issues in University halls computer clusters.

(15%) Administrative Tasks

  • Schedule availability and appointments with residents.
  • Attend required meetings with the Hornet Managment team.
  • Regularly check and participate in discussions on the Hornet forum.
  • Keep abreast of computing technology and resources.

(15%) Instruction and Special Projects

  • Work as part of the Start of Year Hornet Information Point teams helping users get started with Hornet.
  • Inform students of Hornet and University computing resources and policies.
  • Be involved in the Hornet Rep team on Campus at the direction of the Student IT Manager.
  • Participate in promotional events.
  • Work on special projects with other members of the PSS IT Services staff.

(20%) Hornet Web Portal

  • Respond to reported problems within 48 hours.
  • Reach resolution on problems within 7 days.
  • Escalate problems to Hornet Managment team when necessary.
  • Ensure that Student IT Manager or Hornet Support Officer is aware of major problems.

(5%) Network Management

  • Help maintain the computer networks in the residence halls. This may include, but is not limited to, trouble-shooting port problems and cable faults.

(5%) Other

  • To reasonably undertake, as agreed, such other duties as may be required by the Hornet Management team.