The IT Receptionist/Switchboard is an entry level position used to prepare student workers for various positions such as the ones listed below. Here they will answer the main switchboard phone for Roanoke College, check in student and faculty/staff laptops, and develop skills with Microsoft Office products as they work through the certifications and courses.
The Field Technician performs a variety of tasks related to maintaining and troubleshooting the technology infrastructure of the College. They are responsible for maintaining the computer labs on campus, repairing student-owned computers, and troubleshooting faculty and staff computers. In addition, Field Technicians are responsible for resolving network-related issues, printer problems, and other college-owned peripherals such as scanners, cameras, cell phones, telephones, etc.
Field Technicians also work to maintain the telecommunications infrastructure of the College by fixing phone problems, installing, terminating, and testing network and coaxial cabling, troubleshooting and installing Cisco/Meraki network devices, installing & troubleshooting digital signage, and resolving student cable television and network connectivity problems.
To maintain an organized work environment, Field Technicians utilize a support ticket system. They work with a variety of hand and power tools that may be used while installing equipment and cabling on campus. Field Technicians are encouraged to research training opportunities that would benefit their job as a Field Technician and their chosen technology-related career path. Limited funding is available for qualifying training opportunities.
Field Technicians collaborate with other teams in the IT Department to resolve student cable television and network connectivity problems, as well as faculty/staff office phone problems.
|Junior Field Technician|
|Assistant Field Technician|
|Field Technician Team Lead|
Instructional Technology Resource Center (ITRC)
ITRC assistants work to support college audiovisual systems on several fronts. Most days they assist students and faculty with operating or troubleshoot AV equipment for class related functions. They are also responsible for answering the ITRC front desk phone, maintaining the ITRC email inbox and outlook calendars, and must respond to and keep support tickets up to date and well documented in a timely manner.
Additionally, they may be asked to setup/operate AV equipment for presentations, events, and other official Roanoke College functions. ITRC Assistants are also encouraged to research training opportunities that would benefit their job as a technician and their chosen technology-related career path.
Other tasks might include - but are not limited to – recording, editing, and posting videos, installing and maintaining AV equipment, and managing, monitoring, and configuring IP based AV control systems.
|Junior Information & A/V Technician|
|Assistant Information & A/V Technician|
|Information & A/V Technician|
|Information & A/V Technician Team Lead|
Technical Support Desk (Helpdesk)
The IT Technical Support Desk is the primary point of communication in User Support and requires extensive knowledge in a variety of areas. Computer related support for faculty, staff, students, and alum is handled by the Support Desk via phone and e-mail. Customer Services skills are essential. Students who work the Technical Support Desk often complete certifications in Microsoft Office products. These certifications are funded by the IT department.
|Junior Helpdesk Technician|
|Assistant Helpdesk Technician|
|Helpdesk Technician Team Lead|
|Junior Web Programmer|
|Assistant Web Programmer|
|Web Programmer Team Lead|
The Reporting Analyst position works closely with Data Services in the support of the college’s reporting system, Informer. This position assists faculty and staff in developing reports, managing security, and supporting the overall reporting needs of the college. More specifically, Reporting Analysts help users on campus design, create, and schedule database queries and present the results in a usable format.
Depending on needs and interests, this position often lends itself to certifications and additional training in database administration, database maintenance, and/or database querying.
|Junior Reporting Anaylst|
|Assistant Reporting Anaylst|
|Reporting Analyst Team Lead|
Print Shop Assistant
The Print Shop Assistants work alongside the Print Services Manager. They play an integral role in the daily work flow of the Print Shop. Expected tasks include such responsibilities as operating digital printers, basic design setup, maintaining the printers across campus, and supplying customers with relevant print materials. A Print Shop Assistant will work directly with customers (answering phone calls, being the first point-of-contact at the front desk, responding to emails, submitting tickets to our support vendor, et cetera) and is directly involved with all projects that are submitted. All of this is done with a focus on customer service, quality, and timeliness.
|Junior Print Services Assistant|
|Print Services Assistant I|
|Print Services Assistant II|
|Print Services Team Lead|