Editor,

I’m writing in response to Justin Durivage’s opinion piece concerning Help Desk training at ITS. First I would like to commend him in pointing out that working the ITS Help Desk is not always an easy job - few realize what a complex task computing support really is! Secondly, I would like to bring to your attention some points about his article which I feel were not properly represented in his piece.

The first is that his entire opinion piece neglects to mention ITS’s Room Service team. The Help Desk, which can be reached at extension 18062, is level I support - the student on the phone will try their best to help the user troubleshoot computer problems. This type of support is primarily limited to phone and lab support, but the Help Desk consultant will also take a look at laptops if he/she feels comfortable doing so. If the consultant at the Help Desk cannot solve the user’s problem, he/she will refer the user to the Room Service team, a team of level 2 hands-on techs (RSC1s) who will travel to student dorm rooms and assist the users in person. Amongst the team, there is a wealth of knowledge and they can solve most - but not all - problems. Some problems require that the student take their computer into a commercial repair place for service and/or warranty repairs or to purchase supported or new hardware.

I would also like to point out that there is no way for consultants to walk onto the job and "know computers" nor can someone "teach computers."

The training period for an ITS consultant is very hands on and ongoing. New consultants, called Trainees, are paired up with Supervisors and RSC’s in the evenings for a full semester. The consultant uses the more experienced consultants as a mentor while using his/her troubleshooting skills and background knowledge to fix problems. There are some workshops that take place during the semester to familiarize consultants with technology, but it is out in the field where the consultants gain their experience and knowledge.

Furthermore, ITS consultants are some of the highest paid students on campus. The starting wage is $6.75 (which is $.50 over the current minimum wage), and they can make close to $10 per hour depending on performance and experience. Most consultants make between $7.00-$8.75/hr. Summer wages are higher. This doesn’t sound like much money when you consider that professional consultants are paid $65-$80 per hour in the real world.

However, ITS consultants are students first and foremost and are subject to Financial Aid earning allotments and the College’s student employment guidelines.

The benefits gained by ITS consultants also transcend pay. They gain experience in a real-world computing support facility, knowledge of computers, a flexible schedule that will work around classes and activities, as well as troubleshooting, customer service, and team skills. These things not only look very good on a resume, but will serve well regardless of what field the consultant pursues post graduation. I hope this message sheds some light on the support structure and training of ITS consultants. The consultants are eager to learn; they may not be able to tell you exactly what1s wrong with your computer the second you plop it on the helpdesk, but give them a moment to hear the problem, investigate the machine, and help you find the solution.

Thank you,

Melanie Sisneros

Coordinator, Student Technology