Skip to main content

Secondary navigation:

Information Technology Services

EagleTech: A Day in the Life, Part 2

02/03/12

This week, we look at two EagleTechs who are on the front lines supporting students, faculty, and staff in the Walk-in Help Desk and in the Technology Consultant Organization.

Read Part 1 here.

file
Melvin Ross, III

The Walk-in Help Desk

The ITS Help Desk is the campus technology support center where BC students can receive software assistance. EagleTechs working at the Help Desk provide a broad range of assistance to BC students experiencing computer woes. Whether students are experiencing issues connecting to the BC network, their computer has gotten a virus, or they simply want to connect to Xbox Live, EagleTechs at the Help Desk work to ensure that students’ needs are met.

Melvin Ross, III
Class of 2012
Majors: Political Science and Computer Science
Position: Help Desk Lead Student Technology Specialist

What is a typical day of work like for you?

My typical day involves three distinct roles. The first is being just another EagleTech. I sit down with customers and attempt to solve their problems to the best of my ability. This involves configuring remote printers, installing software, and removing malware, to name a few things.

The second role is that of HD (Help Desk) lead where I assist Mike [McMahon, BC Help Desk Specialist] in making sure that my co-workers’ paperwork is done, and that work is being efficiently distributed amongst workers and passed along between shifts. This role is critical to the HD being an effective resource for students, because without it some work would undoubtedly be missed as we change staff members.

My third role can be summed up as senior troubleshooter. Any issue that can't be resolved by others at the HD is passed to me to work on as a final resource. This means I get hit with all the toughest problems, but luckily for me, we have a wonderfully competent staff so these cases are far and few between. 

What do you like most about your job?

The best part of my job is the time I get to spend with my co-workers. Our staff is composed of many outgoing and intelligent people with various interests, not just technology. Spending time with them makes coming to work a great experience and one of the highlights of my days. There's a reason the HD staff comes in even when they aren't scheduled and aren't getting paid, and it's the feelings of welcomeness and comradery that we try to ensure everyone is a part of in the HD. We're more like a tech club that helps people and gets paid on the side than some stuffy computer repair shop.

What do you like least?

The hardest and least enjoyable part of working at the HD is giving customers bad news and trying to explain to them in non-technical terms what's wrong. Sometimes there just isn't an effective way to convey to the customer exactly what's going on and this leads to both parties becoming frustrated. No one wants to hear they lost all their data, especially so when they can't understand why or assign blame. The only thing potentially worse is dealing with people who don't have the technical skills they think they do and having to explain your every action as they second guess you.

file
Chris Jamieson

The TC Organization

EagleTechs working for the Technology Consultant Organization assist full-time professional staff members in supporting the technology needs of faculty and staff. TC EagleTechs providing local technology support on campus and deliver a wide range of services from software installation to desktop troubleshooting.

Chris Jamieson
Class of 2013
Major: Physics
Position: Technology Consultant Organization Student Technology Specialist

What is a typical day of work like for you?

After entering the office on a typical work day, I always check voice mail and email for any new service requests that have come in.  We deal with many users from various departments around campus, so it is important to stay on top of all the requests we get.  If the Technology Consultant hasn't done so already, I will add a ticket to IT Service Center.  Once this is done, I will contact the user that submitted the request and schedule a time to meet up with him/her.  They are usually available for me to come over right away and assist them.  

If I am not able to resolve the issue upon the first visit or it is something that I cannot handle myself, I let my TC know and we will schedule a later time to resolve the issue together.  I usually handle several requests per shift.

What do you like most about your job?

With my job as an EagleTech TC, I get to do site visits to many of the offices around campus.  This allows me to meet and interact with the faculty and staff at Boston College.  They are all very friendly and I have gotten to know some of them very well.

What do you like least?

At times, the job can become a bit stressful.  Some days we get more requests than we can physically handle as a 3 man team, and juggling all of those issues can get a bit tricky.