HawkNet is a three-tier program of customer support staffed by members of the Saint Anselm College Office of Information Technology and students hired as technology assistants.
Do You Want to Work in the Office of Information Technology?
Working as a technology assistant in the Office of Information Technology's HawkNet program at the Help Desk, Media Center, Instructional Technology Center, and computer labs is one of the best jobs available on campus. You don't' have to be a computer science major; you just need an interest in computers and helping people. A position with us is a definite plus. We offer great resume experience, structured training, student leadership positions, flexible hours, good pay, and a fun-working environment. For many people, working for HawkNet is a first step in starting a career in the computer or business fields.
What Are We Looking For?
We look for students who are well rounded, who want to learn about our labs, residence hall set ups and/or other services, and who show promise with customer service assisting faculty, staff, and students. Do not underestimate your abilities or chances. The key points we look for are initiative, knowledge, and a friendly attitude. We encourage as many students as possible to apply. Successful applicants will receive advanced training, including on-the-job training, and may be assigned to various jobs, including:
- network assistants (assigned to assist students in residence halls),
- help desk assistants (tiers 1 and 2),
- media assistants (assist with audio/visual and cable TV),
- instructional technology assistants, and,
- lab assistants at several of our computer labs including at the New Hampshire Institute of Politics and the Geisel Library.
How Does the Tiered System of Support Work?
- Tier 1 is the first level of support to the user; basically, the face of the Office of Information Technology (OIT). Tier 1 provides direct phone assistance to faculty, staff, students, and the monastic community for non-complex computing issues. Normally, students who staff the Help Desk phones would provide this type of support. If an issue is more complex than basic Tier 1, then it would be passed to Tier 2.
- Tier 2 deals with more complex issues that may not necessarily be handled by students working the Help Desk phones. Examples may be a network account locked out or a printer failure. Tier 2 would be handled by more skilled students and by the OIT staff. Finally, those items that could not be managed at Tiers 1 or 2 are escalated to Tier 3.
- Tier 3 issues are the more complex issues that cannot be fixed by patch updates or other basic methods. The in-house "experts" such as telecommunications administrator, systems administrator, certified technicians, etc, would normally handle tier 3. Solely the Office of Information Technology staff cannot staff the tiered support program; therefore, recruiting students into the HawkNet program is our method for augmenting staff.