UW-Stout STAR
Job Titles and Duties
Help Desk Technician .................................................................................................................................... 2
Helpdesk Manager ........................................................................................................................................ 2
PC Repair Associate....................................................................................................................................... 4
PC Repair Manager ....................................................................................................................................... 5
Director ......................................................................................................................................................... 6
Quality Assurance Technician ....................................................................................................................... 6
Telecommunications and Networking Manager .......................................................................................... 7
Telecommunications and Networking Student Technician .......................................................................... 8
Help Desk Technician
The STAR Help Desk Technician is responsible for answering a wide variety of questions about
computers and other technical equipment serves the UW-Stout campus community. Clients include
students, faculty, and staff. The STAR Help Desk Associate assists clients in person, over the phone, and
via email.
Qualifications
Help Desk Technicians should have good interpersonal and communications skills as well as the ability to
work in a team environment. Technicians should also possess the ability to troubleshoot complex
problems and learn technical and procedural systems quickly. Technicians must be currently enrolled as
a student at UW-Stout. Job experience in customer service and technical positions is a plus, but is not
required.
Duties
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Provide exceptional customer support in a professional team-based environment.
Troubleshoot and solve technical problems that arise with students, faculty, and staff computers
and other technical equipment.
Communicate with fulltime staff and other departments through job tickets and other forms of
communications.
Document customer service and technical problems and resolutions through job tickets.
Assist in the training of fellow employees.
Train incoming students on the proper laptop usage and provide information about obtaining
support.
Perform additional task as requested.
Reports to
Help Desk Manager and STAR Director
Evaluation
Performance evaluation done by Help Desk Manager
Career Path
After a period of service, the STAR Help Desk Associate is eligible to move vertically into the Help Desk
Supervisor position or laterally into other STAR positions. These moves could include both technical and
management positions.
Helpdesk Manager
Helpdesk managers perform administration work managing student technicians and helpdesk
procedure. Responsibilities of helpdesk managers include resolving disciplinary and procedural
problems, planning policies and procedures, resolving procedural and technical errors, and assisting
helpdesk technicians as needed in a day-to-day environment. STAR maintains two helpdesk manager
positions, which have shared, and unique duties. These roles, which include the Resources and
Communications Specialist and Recruitment and Training Specialist, have equal importance and
authority.
Qualifications
This position is open to all STAR employees who have worked as a helpdesk technician for at least one
year. Helpdesk Managers should have considerable experience in helpdesk procedure and policy. Upon
the opening of a position, applications will be accepted, and the STAR Director and current Help Desk
Managers will conduct interviews. Once selected, the current Helpdesk Manager will work closely with
the new Helpdesk Manager in general rules, procedures, guidelines, and the future of STAR for an
amount of time until the transition is made.
Shared Duties
Each of the Helpdesk Managers may share the responsibilities of each role as needed. Additionally, both
positions share the following responsibilities:
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Communicating policy through organization levels through email and personal contact.
Participating in overall planning of policy and procedure of helpdesk.
Resolving disciplinary and procedural problems.
Resolving technical errors and assisting helpdesk technicians.
Coordinating changes and policies between full-time and student staff.
Additional duties as required.
Resources and Communications Specialist
The resources and communications specialist oversees the administrative and procedural processes
within the helpdesk. Responsibilities include generating the semester schedule, coordinating the
evaluation of employees each semester, and providing regular updates to staff through communications
and meetings as required. The Resources and Communications Specialist should focus a majority of
their time on the development of employees with more than one semester of experience at STAR.
Specific duties include:
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Coordinating the scheduling process at the beginning and throughout each semester.
Communicating updates and changes to employees through regular communications.
Scheduling and organizing employee meetings.
Coordinating the regular evaluation of employee performance.
Supporting employees with additional assistance as needed.
Recruitment and Training Specialist
The recruitment and training specialist oversees the recruitment and training process within STAR. The
manager primarily focuses on employees who have less than one semester of experience at STAR.
Responsibilities include coordinating the recruitment and hiring of new employees, coordinating
employee training, and maintaining training documentation. The Recruitment and Training specialist
should focus a majority of their time on the development of new employees. Specific duties include:
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Coordinating new employee training.
Coordinating helpdesk applications and scheduling interviews.
Maintaining all STAR training documentation.
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Supporting employees with additional training throughout the semester.
Coordinating the evaluation of new employees after the first 4-5 weeks of employment.
Reports to
STAR Director and Director of Telecommunications and Networking
Evaluation
The STAR Director and T&N Supervisor conduct performance Evaluation.
Career Path
After a period of service, the STAR Helpdesk Manager is eligible to move vertically into the STAR Student
Manager position or laterally into other STAR positions. These moves could include both technical and
management positions.
PC Repair Associate
The STAR PC Repair Associate is a technician who provides maintenance for campus computers,
including T&N offices, UW-Stout Campus Computer Labs, as well as faculty and staff offices.
Maintenance includes hardware and software installation and troubleshooting.
Qualifications
PC Repair Associates should have excellent communication, time management, and organizational skills,
along with the ability to work in a team environment. Associates should be well versed in Windows,
OSX, and mobile devices, with, at a minimum, basic PC or Mac troubleshooting skills. Knowledge and
skills in software is also required. Associates should be eager and willing to learn. He or she should have
an understanding of the goals of STAR and Desktop/Lab Support.
Duties
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Provide exceptional customer support in a professional team-based environment.
Set up appointments to troubleshoot and resolve technical problems.
Upgrade hardware and software as the need arises.
Verify correct documentation of customer workstation information on appropriate sheets.
Document machine repair and maintenance in through the ticket system.
Maintain communication with clients, STAR and T&N staff and fellow PC Repair Associates.
Attend STAR PC Repair meetings and other STAR meetings as required.
Perform additional task as requested.
Reports To
STAR PC Repair Manager and/or T&N Supervisor
Evaluation
Performance evaluation is done by the STAR PC Repair Manager.
Career Path
After a period of service, the STAR PC Repair Associate is eligible to move vertically into the STAR PC
Repair Manager position or laterally into other STAR positions. These could include both technical and
management tracks.
PC Repair Manager
The STAR PC Repair Manager is responsible for the daily operation of the STAR Desktop Support
function. The STAR Desktop Support area handles hardware and software installations, hardware and
software troubleshooting, and software installations on UW-Stout Campus faculty and staff.
Qualifications
This position is open to all STAR employees who have worked as a help desk technician for at least one
year. The PC Repair Manager should have considerable experience in Help Desk procedure and policy as
well as experience in the STAR Desktop Support area. Upon the opening of a position, applications will
be accepted, and interviews will be conducted by the STAR Director and current Help Desk managers.
Once selected, the current PC Repair Manager will work closely with the new PC Repair Manager in
general rules, procedures, guidelines, and the future of STAR for an amount of time until the transition is
made.
Duties
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Ensure smooth daily operations, including personnel, supplies, and equipment.
Schedule STAR Desktop/Lab Support Specialists and assure adequate staffing.
Work with T&N management to communicate ideas and comments of the STAR PC Repair
Associates.
Maintain an orderly environment for STAR PC Repair Associates.
Provide timely billing verification, as required, to the T&N business office, and train the STAR PC
Repair Associates in these procedures.
Conduct regular STAR PC Repair meetings to build team identity and enhance communication.
Attend regular STAR meetings as required.
Perform additional task as requested.
Reports to
Star Director and Director of Telecommunications and Networking
Evaluation
Performance Evaluation is done by the STAR Director and T&N Supervisor.
Career Path
After a period of service, the STAR PC Repair Manager is eligible to move vertically into the STAR Student
Manager position or laterally into other STAR positions. These moves could include both technical and
management positions.
Director
The STAR Director is responsible for overseeing the functions of STAR and communicating on a regular
basis with various T&N and STAR employees. Responsibilities include coordinating STAR training week,
setting up regular meetings with STAR managers, and coordinating policies and procedures amongst
STAR departments.
Qualifications
The position is open to all student managers of STAR. Applications will be taken, interviews will be held
by current Director and a staff member from T&N. The final decision will be made by the staff
supervisor of STAR with input from the current Director. Once selected, the current Director will work
closely with the new director in general rules, procedures, guidelines, and the future of STAR for an
amount of time until the transition is made.
Duties
The STAR Director generally has the following duties. The Director may also need to occasionally
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Coordinate annual STAR training week for new employees.
Meet weekly with the T&N Director to communicate ideas generated by STAR Managers and
other STAR employees.
Meet with the STAR Associates and STAR Managers on a weekly basis.
Make presentations about STAR to the University, T&N, or STAR employees.
Work with STAR Managers and STAR Peer Training Coordinator to develop training for STAR
Associates.
Promote and maintain communication between T&N and STAR.
Enforce STAR work practices.
Attend additional STAR meetings as required.
Additional duties as assigned.
Reports To
T&N Director
Evaluation
Performance Evaluations done by the Managers and the T&N staff supervisor.
Career Path
After a period of service, the STAR Director is eligible to move laterally into other STAR positions. These
moves could include both technical and management positions.
Quality Assurance Technician
The STAR Quality Assurance (QA) Technician is responsible for supporting the operations and
procedures of the Help Desk and staff. QA Technicians process and stock inventory, provide quality
assurance on returned and repaired computers and accessories, and perform additional tasks to ensure
the smooth operation of help desk procedures.
Qualifications
QA Technicians should have good interpersonal and communications skills as well as the ability to work
in a team environment as well as independently. Technicians should possess a high attention to detail
and the ability to quickly learn processes and procedure.
Duties
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Inspect and process returned loaners and accessories.
Provide quality assurance on returned and repaired computers.
Check and fill inventory in walkup help desk.
Inventory area computers and computer accessories.
Perform additional task as requested.
Reports To
QA Supervisor and STAR Managers
Evaluation
Performance evaluation is done by the QA Supervisor.
Career Path
After a period of service, the STAR QA Technician is eligible to move vertically or laterally into other
STAR positions. These could include both technical and management tracks.
Telecommunications and Networking Manager
Summary
The T&N Manager is responsible for hiring, scheduling, and coordinating T&N Student technicians. The
T&N Manager is responsible for overseeing the daily operations of the T&N department.
Qualifications
The T&N Manager should have experience working for the T&N department and should possess good
communication, customer service, and troubleshooting skills. Technicians must also be able to handle
some physical labor.
Duties
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Oversee the hiring and coordinating of T&N student technicians
Develop a semester employee schedule
Coordinate and distribute tickets and jobs to student technicians
Activate campus phone and Ethernet connections.
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Troubleshoot phone and network connectivity problems.
Perform additional task as requested.
Reports To
STAR Director and T&N Director
Evaluation
Performance evaluations are done by the department supervisor and input from other student
associates.
Career Path
After a period of service, a STAR T&N Student Manager is eligible to move vertically or laterally into
other STAR positions. These could include both technical and management tracks.
Telecommunications and Networking Student Technician
Summary
A T&N Student Technician is responsible for the installation, repair, and testing of voice and data
systems for campus faculty and staff.
Qualifications
The T&N Student Technician needs to be a good problem solver, and quick learner with good customer
service skills. Technicians must also be able to handle some physical labor.
Duties
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Activate campus phone and Ethernet connections.
Troubleshoot phone and network connectivity problems.
Cable pulls and installations.
Perform additional task as requested.
Reports To
STAR Telecommunications and Networking supervisor/manager
Evaluation
Performance evaluations are done by the department supervisor and input from other student
associates.
Career Path
After a period of service, a STAR T&N Student Technician is eligible to move vertically into the STAR T&N
Manager or laterally into other STAR positions. These could include both technical and management
tracks.