Draft:WALK-IN STARS Welcome Guide

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Welcome to the e-Warrior Walk-in Support Team

Thanks for joining the WALK-IN STARS (Student Technology and Resource Specialists) Team! I am sure you will enjoy your job and will be a great addition to our team.


WHO ARE WE?

  • The WALK-IN STARS are a group of students trained to help clients with laptop, mobile device, email and network related problems in the Walk-In Support area of Technical Support.
  • We assist in the completion of work orders created by the front desk.
  • We track calls with the ITSM call tracking system.
  • We are part of the E-Warrior Digital Life and Learning Program
  • We work closely with Teaching, Learning & Technology.

Guidelines

Hours

  • WALKIN STARS generally work around 10 – 20 hours during the school year.
  • WALKIN STARS may choose to work during semester breaks if they are available.
  • During semester breaks WALKIN STARS can work up to 40 hours.
  • Time off requests should be submitted to direct supervisors.

Attendance

  • Be on time for your shift.
    • If you will be late, if you are sick, or if you cannot come in for some reason please contact Tech Support as soon as you can. Please call if possible. If that's not possible, then send an email.
  • If you cannot make a scheduled shift it is up to you to make sure one of the other STARS can cover for you. If this is not possible please notify a supervisor.
  • If you need a shift covered, use the Hours Available Board.
  • Schedule changes will be reflected on the Walk-in Calendar on the Laptop Support page.

Dress Code

You are a representative of Technical Support and of WSU.  It is very important that you set a good example for Winona State. 

  • Dress Shorts – These can be worn but they should not be the short, short ones.  Your shorts should come to right above your knee. 
  • Jeans or Capris – These are okay to wear as long as they are clean and fit appropriately. 
  • Dress Pants – These are always okay to wear as long as they are clean and fit appropriately. 
  • Tube Tops, Spaghetti String Tops, Low Cut Tops, Tight Tops – These are prohibited. 
  • T-Shirts, Casual Summer/Winter Shirts, Sweatshirts – these are okay to wear as long as they are clean and fit appropriately. 
  • Cap or Hats – If you are in contact with customers, you are to not wear a cap or hat.  If you need to wear one to go from one building to another during bad weather this is permissible, but we ask that you remove it upon working with customers.

Timesheets

  • When you clock in and out, these are automatically filled out.
  • Make sure you submit them when due otherwise you may not get paid for that pay period and your pay will be lumped in with the following paycheck.

Types of Work That We Do

  • Complete various work orders and invoices within the ITSM call tracking system.
  • Diagnose and document specific hardware and software problems.
  • Configure mobile device access to the WSU network.
  • Troubleshoot network issues.
  • Install and update software.
  • Work one-on-one with clients on a daily basis.
  • Frequently learn new programs and technologies.

Important Links

What is on the Walk-In worksite?

  • ITSM Issues
  • Walk-In STARS Time Schedule
  • Walk-In STARS Time off
  • Laptop Class Schedule
  • Tech Support Staff Events Schedule
  • Tech Support News

Your Responsibilities

  • No homework is to be done during your working hours.
    • If you do not have a client to work with, a project to do or if you do not have any ITSM calls to complete, you are expected to be learning new software or technologies that you can share with other WSU students.
  • Examples:
    • LinkedIn Learning and other software training websites
    • Reviewing our help documentation for possible updates
    • Reviewing our portal and web presence for possible updates
    • Writing guides and manuals for the ITSM Answerbook
  • Be respectful of students, full time staff members and other STARS at all times.
    • Even if you are not on duty, you still represent ITS and WSU. You should uphold and adhere to the rules regarding the university computing regulations at all times. You are expected to avoid derogatory comments about WSU policies or personnel.
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