Overall System Status:
Typically, everyone begins working as an assistant until the Student Manager can evaluate their customer service skills, technical skills, research skills, and work ethic. An assistant provides as much technical information as they are comfortable with on Macintosh and Windows hardware and software products to Dartmouth students. All requests for assistance must be entered into the Remedy Tracking system. In cases where an assistant does not know the answer to the question, they will open a case in Remedy, adding all correspondence between the client and themselves. They also refer Dartmouth faculty and staff to the appropriate Professional School Help Desk, or to the consultant assigned to their department.
The responsibilities of a Student Consultant include those of the Student Assistant's mentioned above, as well as hands-on troubleshooting, taking over cases that clearly exceed the expertise of the assistants and require extended research, and helping the student assistant's to learn processes, procedures and skills necessary for them to become a Student Consultant.
Last Updated: 2/2/12