Student Guidelines

The following statements and guidelines are set forth in order to establish a professional workplace that can provide excellent customer service to the Faculty, Staff and Students of Saint Joseph's University.  These guidelines are meant to document reasonable, consistent conduct for all TSC student employees.

Academic work is always the top priority for all students and the TSC acknowledges and supports that priority. If a student employee's academic performance suffers because of workload, supervisors will work with the student employee to maintain a better balance. A student employee is always encouraged to discuss such matters with his/her supervisor before academic performance becomes a problem.

DUTIES AND RESPONSIBILITIES:

• Provide quality customer support to all users on campus, over the phone, via chat, via ticketing system, and/or face-to-face. Track all support contacts through ticketing system - Team Dynamix.
• Communicate accurate technical information and instructions to customers, verbally and in writing.
• Troubleshoot and provide solutions for a wide range of computing and user support issues, both for SJU-owned and customer (students) - owned systems
• Assist with computer replacement process
• Process computer inventory
• Perform routine maintenance of computer labs
• Report, troubleshoot and resolve hardware and software problems in labs
• Assist with the processing and delivery of Technology Procurement orders 
• Perform other projects or duties as assigned ​by supervisor or an OIT staff.

PHYSICAL REQUIREMENTS:

• Ability to transport materials & supplies to various locations and to move some equipment & furniture required.
• Carrying and/or lifting of up to 40 pounds
• Full use of all extremities, bending/squatting and kneeling
• Must wear the TSC provided STAFF t-shirt during assigned shift at all times

REQUIRED HOURS:

Expected schedule would be a minimum of 6 hours to a maximum of 20 hours per week depending upon student's availability.  ​

Length of Employment:  ​12-14 weeks (semester).  Upon completion of semester, student technicians will have a performance evaluation and may be invited to apply for subsequent semester.

TSC Hours of Operation:

No student employee is allowed in the TSC- SC129 (Hawkhill campus)  before and after regular hours. The TSC regular hours are Monday- Thursday- 8am-7pm, Friday-8am-5pm, Saturday and Sunday – closed. Security is instructed to remove any student or student  employee from the TSC- SC129 before and after regular hours.

Arriving for a Shift

1. Employees are expected to arrive on time to his/her scheduled shift.
2.  If you arrive early for your shift- please wait in the office near the tech room- with the door open.

Late for a Shift – more than 10 minutes late

      1.    It is the responsibility of the TSC student employee to contact the TSC office by sending a slack message to the  TSS- students slack channel and/or supervisor when running late.     

      2.    It is the responsibility of the TSC student employee to contact the TSC office by sending an email to tscstudents@sju.edu when calling out. 

             In the event of an emergency or you are unable to send an email, please call the office at 610-660-2920                                                                                                                                

     3.    A “no call, no show” will result in a possible termination from the TSC. 

     4.    Medical reasons – if you are sick, please do not come to work

Changing a Scheduled Shift

       1. Please schedule an appointment and discuss with Richard Trench and /or Anita Smith 

End of shift

        1  When your shift ends, please leave immediately thereafter. Do not stay or hang around in the TSC- SC129.

         2. .Please do not visit or hang around in the TSC- SC129 if you are not working during that time. If you need to  drop off something and not scheduled to work during that time,                 do so and leave immediately thereafter.

Dress Code

1. 1.    IT student employees are representing the Technology Service Center and the Office of Information technology and therefore should dress appropriately.  You will be required to wear you TSC T-shirt to every shift you work.  It is also suggested that the following attire not be worn during shifts:

   1.    Ripped or torn clothing

   2.    Pajamas or pajama pants

   3.    Revealing clothing

   4.    Clothing with crude, obscene, or suggestive language

   5.    Athletic wear

   6.     Employees not following the dress code will not be permitted to work the scheduled shift and thus not be paid for those hours.  They will also be written up. 

Abuse of IT Privileges

1. All IT student employees are given Administrative rights to the network upon login.  If it is determined that an TSC student employee is abusing these privileges, a meeting with Richard will be required to discuss the future of your employment.  The discussion may result in your employment being immediately terminated and such actions being reported to the Office of Community Standards.
2. The SC129 tech room (where the loaner computers are stored) is only to be used to obtain a loaner for a user or if a full time staff instructs you to drop off or obtain something   from the tech room.

Confidentiality

1. IT employees, while fulfilling their responsibilities, will at times gain access to private, confidential information. Therefore, all employees are required to sign and adhere to the "Student Employment Contract" and commandeer information found on other students, faculty, or staff member computers, desks, offices, or other locations.

A “Confidentiality Contract” must be signed by students with Banner access in the TSC.  

Banner

1. IT employees will not abuse their banner privileges.  Banner holds private, confidential information on all students, faculty, and staff members at SJU. TSC student Employees will only use banner for work purposes and a ticket must be associated with banner access.

Disciplinary Actions

1. Disciplinary actions for any violations of these policies and guidelines will consist of one or more of the followings:

   1. Write-Up
   2. Termination of employment
   3. Referred to Community Standards Office for standard University disciplinary actions (see the Student Handbook for more information).

Before any write up is issued,  Richard Trench and/or a  TSC full time staff will meet with the student employee to  discuss the violation (s).