The College of Education
 

Computer Lab Student Worker Guidelines and Expectations

Customer Service

Customer is defined as any person who seeks assistance or information in person, via email, or by telephone.

  • Please treat all customers with courtesy and respect.
  • In the event that the outcome of an encounter with a customer results in obvious dissatisfaction on the part of the customer or student, you should provide the details of the situation to a staff member as soon as possible.
  • Help Lab users and staff solve computer and software problems. Exhibit positive attitude, enthusiasm, and desire for helping people (co-workers, Lab users, supervisor, faculty/staff, and troubled users).
  • Staff should occupy the front desk at all times, no exceptions, unless occupied consulting or with other job tasks. Workforce nevertheless "keeps an eye" on the front desk and is prepared to shift responsibilities as necessary.
  • Clearly explain as needed the Lab printing policy as outlined at the lab's web site. We cannot take cash, IOU's, or the Redbird print card for printing at the labs, so be sure lab users know this before they print whenever possible.
  • Walk around. Ask users if they need help. Make your presence known. Make it obvious proactive user help takes precedence over reading newspapers, using the Internet, instant messaging, doing homework, chatting, etc. The key to a user friendly lab is visibility, availability, mobility (i.e., do not just sit there!).

Confidentiality

Working in the College of Education Computer Labs you will inevitably hear, see, or be told information that needs to be kept CONFIDENTIAL. Use common sense at all times and when in doubt, treat the matter as CONFIDENTIAL. Bring any questions or concerns to a staff member for guidance.

Dress Code

Student workers are permitted to dress casually, with the following guidelines: No T-shirts with inappropriate logos or wording i.e. alcoholic beverages, illegal drug references, etc.

Ethics Training

As an employee of Illinois State University, you must take part in the Mandatory Governmental Ethics Training. You will be given a hard copy of the training on your first day of employment.

Professional Behavior

  • All staff and student workers are expected to treat each other with courtesy and respect. A cordial greeting and tone should be maintained throughout the office and on campus.
  • Share the workload, and avoid morale problems.
  • Staff work together, equitably share workload consulting users, disbursing printouts, issuing print cards, answering telephone, etc. Promptness and commitment to Lab business is a key to efficient, professional lab operations.
  • We expect staff to ask other personnel the proper way to handle unknowns. Ask questions freely. When in doubt, ask a staff member for clarification or direction. Learn from your peers and other personnel. Suggest a workshop or one-on-one tutorial. Avoid "staying in the dark." Inquire about procedures or problem solving methods when the answer is not clear.
  • Promptly follow supervisor's directions. Do task immediately unless discussed agreed-upon reasons for delay. The workload is fair for the pay, and many times staff is required to do nothing but be ready to respond immediately to tasks, unless otherwise indicated. Simply stated, "be ready, respond promptly." Check e-mail daily for job items and respond speedily.

Workstation/Lab Security/maintenance

  • Students planning to be away from their workstations for more than 30 minutes should log-off their computers so others cannot access. Check all workstations, not in use, to see that they are powered on and logged off.
  • Check computers' conditions in ALL Labs at least once every hour whenever possible and when classes dismiss in 307 or 308. Check the schedule for DEG 307 and 308 for scheduled events and be prepared to assist as needed.
  • Students should avoid opening unfamiliar or unrecognizable email attachments.
  • Students should not download music or videos.
  • Students should keep their workstation neat and properly put away all documents before leaving at the end of a shift.
  • Make your workspace your own, mindful of appearance and usability by others who may share the same space.
  • Straighten chairs and equipment. Leave flash drives and other items left behind in lost and found. Put extraneous papers in trash or if handouts, place in tray by teacher's workstation.
  • Periodically empty smaller recycle trash cans into larger recycling container. In other words, make Labs look presentable and useable for the next group or user.
  • Periodically clean computers and furniture with supplied resources.

University Property Use

Please treat all university equipment and space respectfully and with common sense. Ask a staff member if a usage question occurs.

Unplanned Absences

  • If you are unable to work your scheduled shift or will arrive late, please contact a staff member or the Lab Manager during operational hours (or at home if not operational hours). Call in when you expect to be late for shift. Avoid leaving voicemail messages because they may not be retrieved in a timely manner; make every effort to reach a "real" person to give details of the unplanned absence.
  • Work with staff members to determine if planned or unplanned absences can be made up at a later time.

Vacation/Planned Absences

  • Please provide advance notice of planned absences or schedule change requests as early as possible. All absences or schedule changes must meet the needs of the unit and be pre-approved. Academic breaks are the exception.
  • When homework overwhelms, discuss this with staff and supervisor, and accommodate work responsibilities.
  • E-mail other lab staff when time off needed (cc: supervisor), 24 hour notice minimum, preferably more. Allow sufficient time for substitutes to plan. Respond yes or no to e-mail when asked to substitute (again, cc: supervisor).

Miscellaneous

  • Please arrive on time and ready to work. If you will be late, please contact a staff person directly to explain.
  • Please keep your cell phone turned off or silenced during working hours. Please keep personal calls, emails, or contacts to a minimum. We understand emergencies/urgencies happen, yet please keep these distractions in check.
  • Please practice safety when lifting, or working alone. If you have any concerns, don’t hesitate to speak up.
  • Keep conversation quiet! The Labs are not libraries but are not coffeehouses, either.
  • Discreetly use food/drinks in the Lab, keeping items away from Lab workstations. Ask users to refrain from using food while at computers, to place drinks on the floor.
  • Be prepared to periodically work alone, especially weekend and evening shifts.

Learn (and be available to learn) about the following items:

  • iMac Aluminum OSX/Windows XP computers
  • Microsoft Office 2007, including Expression Web, Access, and Excel. Attend a 2-hour workshop (required) for each. Attendance is paid time.
  • LiveText. Attend a 1-hour workshop (required). Attendance is paid time.
  • Internet tools (current version in use in the labs)
  • Graphic editing packages
  • Scanner software (pictures; presently we do not have OCR software)
  • Network laser printers
  • Projection systems
  • Familiarize yourself with the information at the lab's web site.
  • Familiarize yourself with the information concerning the Instructional Technology Passport System (ITPS) in order to better understand what lab users are required to accomplish regarding technology related assignments.