Lab TA Job Description

Purpose:

To better prepare the TA's to master job skills thus enhancing the level of service these employees provide to our customers.

Goals:

1. Improve customer service, and each employee's customer service skills.
   
2. Reward initiative
3. Provide a more valuable work experience for the students, in line with the mission of the College.
4. Create mentoring opportunties between the IT staff and the TA's.
   
5. Improve computer skills
6. Enable students to be prepared to excel in their future career.

TA Team Leader duties:

1. Schedule TA's to work in the labs.
2. Creating schedules for each semester, finals, and breaks. Ensure TA's are scheduled to cover all shifts.
3. Get coverage for shifts when last minute deficiencies in coverage occur.
4. Check the daily AV list and ensure deliveries and pickups are being made on time.
5. Help Desk support.
6. Monitor the Help Desk database. Ensure all Student assigned tasks are completed correctly and in a timely manner.
7. Encouraged to volunteer for first line of ResNet support or to teach a student workshop on one of the Microsoft Office products.
8. Look for problem areas and offer suggestions to improve.
9. Prepare a meeting agenda and go over it with the User Services Manager.
10. Keep job and meeting attendance records and supply monthly status reports to the User Services Manager.
11. TA Team Leaders will preferably be available to work 15 hours per week.
12. Bring team issues or problems to the attention of the manager.
13. Make a lab cleaning schedule and ensure it's completed routinely.
14. Make an AV cleaning maintenance schedule and ensure it's completed routinely.
15. Be on call for emergencies.
16. Be a mentor. Be a positive role model. Encourage initiative. Help the TA's work toward promotion.
17. Eligible to partner with IT Techs in a mentor program.
18. Help resolve situations when the TA's need assistance. Mentor and train when possible.
    a) Duplicating audio and video tapes.
    b) Ensure AV needs are being met.
    c) Know how all AV equipment works.
    d) Learn the video editing equipment.
19. Training:
    a) Offer ongoing training to the TA's
20. Work with the Manager and other TA's, toward the common goal of continually improving customer service and job procedures.
21. You need not know every answer; but you MUST know how to get back to the customer with a solution to their problem, through research and/or teamwork!
22. Other duties or projects as assigned.

Criteria to become a TA Team Leader:

1. Must be responsible, dependable and a leader.(Hiring is through an interview process or at the Manager's discretion.)
2. Preferable one semester experience as a LabTA or an acceptable combination of education, training and experience.
3. Have given a presentation to the LabTA's.
4. Good work ethic, a great attitude and acceptable attendance.
5. Available to work 15 hours per week preferable.
6. Must complete the TA Job Training Blackboard/WebCT course. Must complete the quizzes with a passing grade of 80% during the first week of each school year or within a week of being hired.
7. Pass the in-house certification tests on Microsoft Office products.
8. Desirable knowledge:
   a) Using the scanners for both photo and text scanning (Optical Character Recognition).
   b) Have knowledge in one or more non MS-Office product(s).
   i) CD Burner
   ii) Photoshop
   v) SPSS
   vii) Maple
   viii) Visio
9. Proven problem solving skills.

Level II TA's:

1. Maintain computer lab equipment.
2. Print daily Help Desk student assigned tasks and AV pickup and deliveries. Complete these tasks on time. Communicate the status to the co-worker who relieves you from your shift.
3. Provide great customer service.
4. Look for problem areas and offer suggestions to improve.
5. Mentor and help train the Level I TA's.
6. Help Desk support.
7. ResNet support.
8. Help resolve situations when the TA's need assistance. Mentor and train when possible.
   a) Duplicating audio and video tapes.
   b) Ensure AV needs are being met.
   c) Know how all AV equipment works.
   d) Learn the video editing equipment.
9. Training:
   a) Offer ongoing training to the TA's
10. Work with the Manager and TA's, toward the common goal of continually improving customer service and job procedures.
11. Web design work possible.
12. May be required to complete re-training if needed.
13. Other duties or projects as assigned.
14. Eligible to partner with IT Techs in a mentor program.
15. Encouraged to volunteer for first line of ResNet support.
16. You need not know every answer; but you MUST know how to get back to the customer with a solution to their problem, through research and/or teamwork!

Criteria for a Level II TA:

1. Preferable 1 year experience as a LabTA.
2. Have given a presentation to the LabTA's.
3. Good work ethic and acceptable attendance.
4. Available to work 10 hours per week.
5. Pass the in-house certification tests on Microsoft Office products.
6. Must complete the TA Job Training Blackboard/WebCT course. Must complete the quizzes with a passing grade of 80% during the first week of each school year or within a week of being hired.
7. Eligible to partner with IT Techs in a mentor program.
8. Desirable knowledge:
   a) Using the scanners for both photo and text scanning (Optical Character Recognition).
   b) Have knowledge in one or more non MS-Office product(s).
   i) CD Burner
   ii) Photoshop
   v) SPSS
   vii) Maple
   viii) Visio

Level I TA's

1. In training, build knowledge to work toward the Level II position or a TA Team Leader position.
2. Do tasks as assigned by the TA Team Leaders and/or manager.
3. Print list and handle AV pickups and deliveries daily.
4. Keep labs clean
5. Help Desk support
6. Work with the Manager and Team Leaders, toward the common goal of continually improving customer service and job procedures.
7. Must complete the TA Job Training Blackboard/WebCT course. Must complete the quizzes with a passing grade of 80% during the first week of each school year or within a week of being hired.
8. May be require to complete re-training if needed.
9. You need not know every answer; but you MUST know how to get back to the customer with a solution to their problem, through research and/or teamwork!
10. Other duties or projects as assigned.

Criteria for a Level I TA:

1. Great customer service skills.
2. Available to work 10 hours per week.
3. Good work ethic and acceptable attendance.
4. Must complete the TA Job Training Blackboard/WebCT course. Must complete the quizzes with a passing grade of 80% during the first week of each school year or within a week of being hired.
5. Newly hired or a TA that doesn't meet the requirements for Level II. /li>