Students & Parents

Information & Technology Positions in the College Houses

ITA Staff

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ENTRY LEVEL IT ADVISOR (ITA):

 

Entry Level ITA is a student employee new to the ITA program who does not have previous formal training and/or experience in Penn computing support. Entry Level ITAs require basic training and mentoring prior to performing ITA duties. Entry level ITAs must attend ITA training sessions both virtual and in person and are supervised by the ITA manager. Entry Level ITAs take both Help Desk shifts and queue cases.

Responsibilities include:

  • Assisting their fellow residents with their computers and other devices. This may include, but is not limited to, setting up systems and wireless, installing University-supported anti-virus software and general troubleshooting.
  • ITAs should be familiar with copyright and the consequences of violations of copyright at the University.
  • When working on student equipment a wavier must be signed and the case documented on the queue. Entry Level ITAs must arrive for their Help Desk shift on time, are responsible for finding a replacement when necessary, be present for the duration of the shift, and provide excellent customer service.
  • Hours worked must be submitted according to the procedures outlined by the manger or ITSS.
  • When necessary, Entry Level ITAs will escalate cases to the ITA managers or Sr. ITAs. Escalating a case does not mean that the Entry Level ITA relinquishes involvement but should instead use the escalation as an opportunity to increase their knowledge.
  • Managers may assign an Entry Level ITA to shadow a more experienced ITA at any time for additional training.

IT ADVISOR (ITA):

IT Advisor is a student employee who has been in the program for a period of time and who handles technology problems and issues experienced by residents in the College House. ITAs staff the House Help Desk as assigned and take cases from the queue. While staffing they maintain lab areas, and report problems to the ITA Manager. ITAs must attend ITA training sessions both virtual and in person. They are supervised by the ITA Manager.

Responsibilities include:

  • Assisting their fellow residents with their computers and other devices. This may include, but is not limited to, setting up systems and wireless, installing University-supported anti-virus software and general troubleshooting.
  • ITAs should be familiar with copyright and the consequences of violations of copyright at the University.
  • When working on student owned equipment a wavier must be signed and the case documented on the queue.
  • ITAs must arrive for their Help Desk shift on time, are responsible for finding a replacement when necessary, be present for the duration of the shift, and provide excellent customer service.
  • Hours worked must be submitted according to the procedures outlined by the manger or ITSS.
  • When necessary, ITAs will escalate cases to the ITA managers or Sr. ITAs. When directed, ITAs will assist the manager and Sr. ITAs in troubleshooting network issues or disseminate information to the house community or house staff.

SENIOR ITA (SRITA):

Senior ITA is a student employee with previous ITA experience. SRITAs must attend SRITA training sessions both virtual and in person and also may assist with training ITAs. They are expected to take on more technical or complex queue cases and also take Help Desk shifts. SRITAs may be assigned to help house staff during staff move in. Depending upon House staff needs and requirements an ITA may be promoted to SRITA during the academic year. SRITAs are managed by the ITA manager. Senior ITAs are often the pool from which future managers are identified and recruited.

Responsibilities include:

  • SRITAs are given projects and work in accordance with their greater experience or knowledge. This may include monitoring the lab or learning spaces, filling paper supplies, network troubleshooting during outages, and other duties assigned by the ITA manager, House Dean or College House Computing staff.
  • SRITAs develop and implement a house-wide SRITA project in consultation with the House Dean, ITA manager and College House Computing staff. They may also provide training or creating documentation for the house staff or community with the sponsorship of College House Computing staff and/or the House Dean.
  • SRITAs are a part of the queue escalation process and mentor and assist the ITA staff with technical problems.
  • When working on student owned equipment a wavier must be signed and the case documented on the queue.
  •  ITAs must arrive for their Help Desk shift on time, are responsible for finding a replacement when necessary, be present for the duration of the shift, and provide excellent customer service.

ITA MANAGER:

ITA Manager is a student employee with previous ITA experience who oversees the ITA and Sr. ITA staff in their College House. Managers are responsible, or share responsibility, for hiring, training, lab management, staff management, queue management, financial management, troubleshooting general networking issues and house-wide activities. They must communicate with their ITSS, the Director of IT Services, the House Dean and House Coordinator, and House staff on any issues pertaining to the ITA program in the house. They are the primary student contact for networking issues in the House. ITA Managers report directly to the Residential Services and Technology Services ITSS and to the Director for CHAS IT Services.

Responsibilities include:

  • Hiring ITAs and Sr. ITAs, sending out recruitment messages or requesting that the House Dean send out messages to the house lists or students incoming to the house, reviewing applications and notifying staff of their hiring status on a timely basis, communicating regularly with the staff outlining expectations, requirements and collecting information necessary to facilitate a smooth move-in and training experience.
  • Managers are required to attend manager training sessions both virtual and in person and assist with ITA training ensuring that all ITAs attend assigned training sessions and complete tasks assigned during training. Managers may hold additional training sessions during the year for staff hired after move-in or to ensure that ITA skills are current. Managers facilitate team building activities and events to build community among the ITA staff and house staff.
  • Managers share supervision of the ITA staff with the Director of IT Services, their ITSS Team and House Dean. Managers hold regular ITA staff meetings and attend House staff meetings. Managers oversee the College House lab and learning spaces developing a schedule that meets coverage requirements and ensures that the lab is fully operational. Equipment problems, software or facilities issues are reported to ResLabs staff as well as to the House Dean, House staff and IC staff on a timely basis.
  • Managers review time punches, verify their accuracy, and correct categorization, and submit timesheets on time according to the directions from the CHAS Financial Office. Problems with payroll or work-study grants should be reported immediately.
  • Managers oversee ticket tracking ensuring that ITAs respond to queue cases in a timely manner and understand appropriate escalation procedures confirming that cases are fully and correctly documented. They take queue cases and cases escalated to them. Managers collect and turn in waivers monthly. Managers assist Networking and College House Computing in troubleshooting network issues in the residences. If a networking problem is suspected it should be reported promptly according to the procedures specified during Manager Training. All networking cases must be promptly documented and updated.
  • Managers are expected to work with their House Dean in developing and implementing technology-related programming or events and assist the ITSSs in advertising and conducting skills classes and information sessions. Managers assist in the creation and execution of Sr. ITA Projects in their houses with the input of the House Dean and their ITSS.