[UPDATE: This position is no longer accepting applications on UMBCworks.]

The DoIT Technology Support Center is looking to hire additional consultants to work during the Fall. Please see our job description below and visit our job posting on UMBCWorks to apply. 

(Search for TSC Student Consultant.)

TSC Student Consultant Job Description

Technology Support Center (TSC) student consultants are the first points of technical contact for the UMBC community and those who do well often go on to work in other areas of the Division of Information Technology (DoIT). Minimally, consultants are expected to provide initial triage and support for a wide-range of information technologies including accounts, hardware, instructional technologies, networking, software, telecommunications, and basic web development.

Responsibilities include, but are not limited to the following:

• Provide technical assistance to users by phone, online and in person;

• Answer TSC phones in a professional and courteous manner;

• Create, update and resolve tickets in the Request Tracker (RT) ticketing system;

• Create, update, suggest and recommend relevant FAQ articles to users (www.umbc.edu/faq);

• Provide direct assistance to users on technical issues they cannot easily resolve on their own;

• Complete in-person or online training about quality support as defined inumbc.edu/go/ticketrubric;

• Respond to all work related communications in a timely manner;

• Escalate urgent problems to the Full-Time staff, as appropriate.

Required Skills and Experience

• Demonstrated ability to effectively communicate by phone or in person.

• Demonstrated writing ability.

• Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.

• Demonstrated analytical and troubleshooting skills.

• Ability & willingness to learn coupled with clear understanding of one’s technical abilities, so as to triage and escalate an issue that leads to an effective solution for the user.

Blackboard course shells for FA2015 were created on July 15, 2015.

Bb shells are available for all courses (designated as lecture, lab, field or discussion) listed in the UMBC Schedule of Classes (SOC), provided that there is an instructor of record listed. As new course sections and/or instructors are added to the SOC, corresponding Bb shells are automatically generated overnight. If you need a shell for a research or independent study course, please submit a new course request.

Instructors who teach multiple sections of the same course will find those enrollments merged into one Bb course shell. These sections can be split upon request an RT ticket. Student enrollment in Bb mirrors the official registration in SA and updates hourly. However, courses are not accessible to students by default until the instructor makes them available.

If you are an instructor, and your name is not associated with the course you are teaching in the SOC, please see your departmental scheduling coordinator to resolve the issue. Once you are listed in the SOC, your Bb course shell will be created automatically.