Technical Support Coordinator - Revision history

Laurel: /* Required Skills, Qualities and Experience: */

2010-11-03T13:27:46Z

Required Skills, Qualities and Experience:

Laurel: /* Technical Support Coordinator */

2010-11-03T13:25:53Z

Technical Support Coordinator

Laurel: /* Technical Support Coordinator */

2010-11-03T13:18:18Z

Technical Support Coordinator

Valerie at 16:36, 2 November 2010

2010-11-02T16:36:23Z

Laurel: /* Required Skills, Qualities and Experience: */

2010-11-02T16:02:13Z

Required Skills, Qualities and Experience:

Laurel: made suggested changes

2010-11-02T16:01:21Z

made suggested changes

Laurel: /* In addition */ removed stubborn ignorance section

2010-11-02T14:58:26Z

In addition: removed stubborn ignorance section

Luiz: /* Responsibilities */

2010-07-12T21:16:01Z

Responsibilities

Luiz: /* Responsibilities */

2010-07-09T20:37:41Z

Responsibilities

Ali: first stab at new tech support job description

2010-07-09T01:08:11Z

first stab at new tech support job description

@@ Line 33: / Line 33: @@
 * Ability to lead and motivate others
 * Ability to manage time and prioritize multiple tasks
 * Understanding of diverse cultures and communities
 * Must be a genuine "people person"
@@ Line 42: / Line 43: @@
 * Must understand how tech support fits into the whole of Free Geek
 * Ability to lift 50 pounds repeatedly
 ===In addition===

@@ Line 18: / Line 18: @@
 * Communicate with volunteer interns, clients, and the Free Geek community
 * Improve and maintain Tech Support policies in line with Free Geek philosophy and capabilities
-* Attend Education Committee and Production Committee meetings to improve educational opportunities for recipients of Free Geek computers and communication among Free Geek staff in regards to Tech Support
+* Attend Education Committee and Production Committee meetings
 * Attend staff committee meetings
 * Abide by [[Collective Level Expectations]]
-* Communicate regularly with Production staff to help identify and solve problems with our computers
+* Work with others to implement decisions made by the collective and other staff committees
 * Remain flexible while Free Geek grows and changes

@@ Line 6: / Line 6: @@
 ** Work with volunteer intern coordinator and reuse coordinators to recruit an ample amount of volunteer interns from inside and outside of the organization to ensure that Tech Support is adequately covered,
 ** Create and maintain training procedures and documentation for volunteer interns
 ** Maintain an intern schedule
 ** Explore relationships with colleges and technical schools to recruit new tech support volunteer interns
 * Maintain documentation for Tech Support including:
 ** Knowledge base

@@ Line 2: / Line 2: @@
 ===Responsibilities===
 * Oversee Tech Support in order to integrate Tech Support with the rest of the organization
-* Advocate for tech supports needs to staff collective
+* Advocate for Tech Support's needs to staff collective
 * Coordinate Tech Support volunteer interns, providing training, feedback, and volunteer appreciation to improve retention
 ** Work with volunteer intern coordinator and reuse coordinators to recruit an ample amount of volunteer interns from inside and outside of the organization to ensure that Tech Support is adequately covered,
 ** Create and maintain training procedures and documentation for volunteer interns
-Improve issue management and tracking systems and procedures
+* Improve issue management and tracking systems and procedures
 ** Maintain an intern schedule
 ** Explore relationships with colleges and technical schools to recruit new tech support volunteer interns
@@ Line 13: / Line 13: @@
 ** Policy
 ** Training procedures and documentation
-* Do tech support alongside and/or in absence of volunteer interns, e.g. answer the phones, assist walk-ins, maintain correspondence with Tech Support recipients, track correspondence and work via RT, etc.
+* Perform tech support services alongside and/or in absence of volunteer interns, e.g. answer the phones, assist walk-ins, maintain correspondence with Tech Support recipients, track correspondence and work via RT, etc.
-* Provide information about desired functionality and packages to distribution maintainers.
+* Provide information about desired functionality and packages to distribution maintainers
-* Maintain and improve systems that protect the customers private information
+* Maintain and improve systems that protect the customer's private information
 * Communicate with volunteer interns, clients, and the Free Geek community
-* Improve and maintain tech support policies in line with Free Geek philosophy and capabilities.
+* Improve and maintain Tech Support policies in line with Free Geek philosophy and capabilities
-* Attend Education Committee and Production Committee meetings to improve educational opportunities for recipients of Free Geek computers and communication among Free Geek staff in regards to Tech Support.
+* Attend Education Committee and Production Committee meetings to improve educational opportunities for recipients of Free Geek computers and communication among Free Geek staff in regards to Tech Support
 * Attend staff committee meetings
 * Abide by [[Collective Level Expectations]]
 * Communicate regularly with Production staff to help identify and solve problems with our computers
-* Work with the Education Coordinator to improve educational opportunities to ease the burden on tech support
+* Work with the Education Coordinator to improve educational opportunities to ease the burden on Tech Support
-* Works with others to implement decisions made by the collective and other staff committees.
+* Works with others to implement decisions made by the collective and other staff committees
 * Remain flexible while Free Geek grows and changes
@@ Line 30: / Line 30: @@
 ** Must have working knowledge of computer hardware and Linux
 * Background that indicates an ability to coordinate volunteers, provide excellent customer service, and coordinate a program
-* Ability to work in teams or independently
+* Ability to work both in teams and independently
 * Ability to lead and motivate others
 * Ability to manage time and prioritize multiple tasks

@@ Line 41: / Line 41: @@
 * Must be willing to ask questions but able to work on projects almost entirely without supervision
 * Must understand how tech support fits into the whole of Free Geek
 ===In addition===

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 ===In addition===
-The ideal candidate will be able to work well under stress in a somewhat chaotic setting and maintain a positive attitude, even in the face of stubborn ignorance. The candidate will not be afraid to ask questions but will be able to work on projects almost entirely without supervision. The candidate will be able to remain flexible as Free Geek grows and changes.
+The ideal candidate will be able to work well under stress in a somewhat chaotic setting and maintain a positive attitude. The candidate will not be afraid to ask questions but will be able to work on projects almost entirely without supervision. The candidate will be able to remain flexible as Free Geek grows and changes.
 [[Category: Job Descriptions]]

@@ Line 5: / Line 5: @@
 * Coordinate Tech Support volunteer interns
 :* Work with volunteer intern coordinator to recruit an ample amount of volunteer interns to ensure that Tech Support is adequately covered,
-:* Create and maintain training procedures for new volunteer interns
+:* Create and maintain training procedures and documentation for volunteer interns
 :* Improve issue management and tracking systems and procedures
 :* Maintain an intern schedule
-* Maintain documentation for Tech Support
+* Maintain documentation for Tech Support including:
 * Do tech support  alongside and/or in absence of volunteer interns, e.g. answer the phones, assist walk-ins, maintain correspondence with Tech Support recipients, track correspondence and work via RT, etc.
 * Provide information about desired functionality and packages to distribution maintainers.

@@ Line 1: / Line 1: @@
 ==[[Technical Support Coordinator]]==
 ===Responsibilities===
-*  Recruit and train volunteer tech support - Coordinate a posse of capable and helpful supporters for both Tier I and Tier II support of FreekBoxes.
+* Oversee Tech Support in order to integrate Tech Support with the rest of the organization, overseeing how Tech Support fits into the Big Picture.
-* Expand tech support areas covered - research the feasibility of Storeboxes (with our software) and GAP boxes. Investigate the potential of tech support as a source of income.
+* Coordinate Tech Support volunteer interns
-* Do tech support - There won't always be volunteers available! Answer the phones, read a lot of email, keep records, write responses and (occasionally) instructional articles, talk to walkins.
+:* Work with volunteer intern coordinator to recruit an ample amount of volunteer interns to ensure that Tech Support is adequately covered,
-* Participate with the distro group - Develop and plan Freekbox software profile in accordance with the goals of the Freekbox project. Research and test software in current and proposed FreekBox profiles.
+:* Create and maintain training procedures for new volunteer interns, especially regarding tracking system for support (RT)
-* Maintain tracking system for support - Educate people who need to know on proper procedures for using this. Protect the private information of those being supported. Maintain and oversee appropriate lines of communication between supporters, clients, the Free Geek community, and the world of Free Software.
+:* Maintain a schedule that is easily accessible to the rest of the organization
-* Develop support policy in line with FREE GEEK philosophy and capabilities. Be aware of FREE GEEK programs.
+* Maintain documentation for Tech Support, especially on the Free Geek wiki
-* Document, document, document! Some near future projects might be: script for Tier 1 support, FreekBox FAQ...
+* Do tech support alongside and/or in absence of volunteer interns, e.g. answer the phones, assist walk-ins, maintain correspondence with Tech Support recipients, track correspondence and work via RT, etc.
-* Communicate with Freekbox owners and help with their education (preventative tech support)
+* Participate with the Distro group to develop and plan a software profile for Free Geek computers. Research and test software in current and proposed profiles.
+* Work to protect the private information of those being supported. Maintain and oversee appropriate lines of communication between volunteer interns, clients, and the Free Geek community.
-===Other group responsibilities===
+* Solidify support policy/policies in line with Free Geek philosophy and capabilities. Be aware of Free Geek programs.
+* Work with Education committee to improve educational opportunities for recipients of Free Geek computers, including but not limited to classes, Build program curriculum, etc.
 * Work with volunteer supervisors and core volunteers, assisting them with problem solving as it relates to your area.
 ===In addition===