Sul Ross State University
A Member of the Texas State University System

Student Lab Assistant
Policies & Procedures Handbook

Last Revised: October 28, 2010

Introduction

You are required to read and understand the material presented in this document. If you have any questions after reviewing the policies and duties stated here, direct your questions to your Lab Coordinator. A copy of this document will be placed in the Lab Assistant Area between ACR 104 and 106and in the Lab Assistant Area in the 2nd floor Library Lab. In addition, all student employees will sign a copy of this handbook which will be placed in their employee file.

Student employees of Office of Information Technology (OIT) Instructional Services serve as user specialists to assist students and faculty with application support and to maintain the computer hardware and software in the ACR labs.

This handbook is designed to guide you through the process of being successful in your role as a user specialist. Policies and procedures for daily operation of the lab are included in this manual. You will be working with students and faculty and will be expected to behave in a professional manner at all times. You will assist users with software and hardware questions. You must learn the basics of all the software available in the labs (especially Microsoft Word, Excel, E-mail, and browsers such as Mozilla Firefox and Internet Explorer) and be responsible for helping all individuals in running ALL the various programs.

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General Information

Opening the Lab
Make sure door to ACR105 is unlocked for public access (call the Help Desk or UDPS if no key is available), power up all the computers in the labs, and load paper into the printers. Clean up any paper or other litter around the labs. Verify that all computers boot up normally and work on any that do not.

Maintaining the Lab
The lab must be kept clean and neat. Make sure that all litter is picked up and that all the chairs are nice and straight. On computers not being used, make certain that the computer is ready for the next user to login. Periodically check to make sure that all printers have an adequate supply of paper. Replace Toner as needed. When nonworking hardware or software is found, follow the trouble shooting guidelines.

Operating Hours
The ACR lab will be open the following hours:

Monday-Thursday: 8:00 a.m. to 10:00 p.m.
Friday: 8:00 a.m. to 9:00 p.m.
Saturday: 10:00 a.m. to 9:00 p.m.
Sunday: 12:00 noon to 10:00 p.m.

The Library lab is open during regular library hours.

Login/Logout Procedure
Login: Each student's user name and password is the same as their Sul Ross email login and password. Students may check their user name and password by calling our Central Helpdesk Toll free: (888)691-5071. Or if you are on campus in Alpine or RGC from extension 8765.

Children in the Lab
It is the responsibility of parents or caretakers to keep children quiet and unobtrusive. Should a child or children become unruly, the Lab Assistants should ask the user with the child to subdue the child or leave with the child. If the child remains problematic and the handler does not listen to your requests, call the University Department of Public Safety for assistance.

Closing the Lab
Computer users in the ACR labs will be requested to leave 15 minutes prior to the closing times listed above, to allow the working Lab Assistants time to shut the lab down, and be out by closing time. The Computer Lab Assistants will give advance warning before closing by announcing the upcoming closing and suggesting that files should be saved and printouts be completed by fifteen minutes before closing time. During the last fifteen minutes before closing, log off the computers and clean up any paper or other litter around the labs.

Game Policy
Playing computer games in the lab during work time is absolutely NOT permitted.

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Work Schedule

Each semester, you are to sign up for or will sometimes be assigned specific hours to work in the lab. Once these hours are in place, it is usually difficult to make any major changes. Therefore, when specifying your availability, make sure you take into account your class schedule, study times, eating times, scheduled outside activities, and any other factors that might be important, such as your ability to get up in the morning.

No one will be allowed to work more than twenty (20) hours during regular academic weeks.

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Attendance

You are expected to work your assigned hours and to arrive for work on time. Repeated absences or late arrivals will not be tolerated and disciplinary action will be taken as outlined in this document.

If a situation beyond your control, such as an illness, a flat tire, or an emergency, prevents you from working, call Aurelia Azuaje, the Lab Coordinator, at 837-8672, as soon as possible and inform her of the situation. If you are responsible for opening a lab in the morning, it is absolutely essential that you call your Lab Coordinator and inform her of the problem. Failure to do so will be cause for disciplinary action.

In the case of a special activity you know of in advance, make an effort to find another lab assistant to work for you. If you can not find one, send e-mail to the Lab Coordinator at aazu530@sulross.edu stating the date and lab hours that will need to be covered. The Lab Coordinator will make an effort to find a substitute for you. Remember, ultimately only you are responsible for your assigned hours.

Any exchange of hours must be approved by the Lab Coordinator.

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Timesheets

You will receive your paycheck based on your timesheet, which you fill out each month. Take care to fill out time sheets properly so that your pay will be correct. When filling out your time sheet, adhere to the following guidelines:

1. Each employee will have an original (white) copy of his/her timesheet that remains in the employee's file, and another (blue) copy that is turned into the payroll office.
2. Fill out your timesheet in ink, sign it, date it, and include your social security number.
3. If you make an error, cross out the incorrect information, put in the correct information, and then initial the change.
4. Update the timesheet each time you report to work in the labs.
5. If you swapped hours with someone, put down only the hours that you actually worked during the current pay period.
6. Total the hours for each week of the pay period.
7. Turn your completed timesheet into the Lab Coordinator at the end of the month.

Blue timesheets will be turned in to Payroll by OIT and you will be paid by the 10th of each month following the end of the pay period. Paychecks may be picked up at the Cashier's office.

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Continuing Employment

It is in the best interest of OIT to offer employment until graduation to those lab assistants doing a good job. If you are doing a good job for us, we want you back next semester, and we will do everything we can to make a position available for you.

Each semester, your performance will be evaluated by your Lab Coordinator. This evaluation will aid in making decisions regarding continuing employment.

If the Lab Coordinator notices problems in your job performance or attendance record, you will be consulted and given the opportunity to take corrective measures. This will be done according to the disciplinary procedure in this manual.

In many universities across the country, students who have served as lab assistants in their school's computer labs have been able to secure permanent, well-paying positions with various employers. At OIT, we are interested not only in serving our end users but also in helping to prepare our student employees to succeed in their job searches after graduation.

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Regular Responsibilities

General ResponsibilitiesStudent lab assistants have a wide variety of duties and responsibilities, as detailed later in this document. Generally, if you are doing what is expected, you will be kept busy during most of your work period. Please take care to:

• Arrive promptly at your assigned time to work. If for any reason you will be late or absent you must contact the Lab Coordinator at 837-8672.
• Be courteous and professional at all times, assisting users with hardware or software problems with a pleasant, positive attitude.
• Not use headphones during work time. Please be courteous to individuals studying and doing homework assignments in the lab.
• Only lab employees behind the counter in the Lab Assistants' area.
• Always be aware of scheduled classes in either lab. Lab schedules are posted on the bulletin boards in ACR 105. If there is time between scheduled classes when students use the Lab, the students should receive a 15-minute notice so that they have ample opportunity to move to the other Lab.
• Clearly explain solutions to users in step by step procedures at the speed and knowledge level of the user.
• Report problems that you are unable to resolve to the lab supervisor.

If you are working and have fulfilled all immediate duties, doing any of the following activities will indicate a positive attitude toward your work:

• Ask your lab coordinator or staff supervisor if any special tasks need to be done.
• Improve your ability to function as a lab assistant by learning new software or software that is available on the lab computers. All lab assistants are responsible for having a working knowledge of the hardware, software, and periperhals available in each lab. Doing homework at the lab desk is permitted only if this material is learned and all other duties have been completed.
• Think of ways that our services might be improved or expanded and communicate these to your supervisor.

Daily Duties and Procedures
Opening

ACR 106:

1. Open doors.
2. Take computers out of standby mode.
3. Turn on all printers.
4. Check that network cables and other cables are plugged in.
5. Make sure paper is in printers.
6. Make sure ample supply of paper is available in lab assistant area.
7. Make sure work area is clean.

ACR 104/203:

1. Open doors.
2. Take computers out of standby mode.
3. Check that network cables and other cables are plugged in.
4. Make sure paper is in printers.
5. Turn on LCD/Data projector and PC/laptop at teaching workstation.
6. Report anything unusual to the Lab Coordinator immediately.

Closing

ACR 106:

1. Thirty minutes prior to close, announce that lab will be closing in one-half hour and encourage users to finish up work/print jobs.
2. Fifteen minutes prior to close, announce that lab will be closing in fifteen minutes. Users need to leave at this time, and you can begin turning off computers.
3. Push in chairs at workstations.
4. Pick up any trash around workstations and Lab Assistant areas.
5. Make sure all doors (server room, closet, and lab doors are closed and locked upon leaving. UPD will be here each night to secure the lab as well as the building.)

ACR 104/203:

1. Make sure data projectors are turned off
2. Push in chairs at workstations
3. Pick up any trash around workstations and near printers
4. Leave printers on - they will go into Powersave mode

General Duties

1. Every hour, make a walk-through of ACR 104 and 106 looking to see if users need assistance or if there are any noticeable computer problems.
2. Every hour, walk up to ACR 203 and check to see that equipment is functioning properly. (Turn off data projector after last class has left for the evening.)
3. Separate print jobs for users and make sure printers are working correctly.
4. Keep ample supply of paper in printers in Lab Assistant's area and upstairs in ACR 203.
5. Complete errands as directed by Lab Coordinator.
6. Assist users with various tasks/applications such as:
   
   • Using Microsoft Office Products (Word, Excel, Powerpoint)
   • Data Backups on Z: directory or on their own disks, CDs
   • Scanning
   • Printing
   • Accessing and Using SRSU email
   • Accessing and Using Blackboard
   • Accessing and Using Banner Self-Service
   • Accessing and basic use of web browsers
7. Count the number of lab users every hour, record this data and give it to the Lab Coordinator daily.
8. Every Friday - Check printer toner cartridges on hand and advise Lab Coordinator if new cartridges will need to be ordered (The Lab Assistants' area should ALWAYS have at least one backup of each kind of cartridge needed in the printers located in ACR 203 and in the Lab Assistants' area.)
9. Anytime you encounter a problem with a computer or a printer, attempt to troubleshoot the problem. If you cannot fix it, post a clear sign on the machine stating the problem and the date, and report the problem to the Lab Coordinator.

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Computer Usage

The following is a list of rules governing computer usage in the ACR Computer Lab. None of the rules are meant to be complicated or restrictive. They are, however, meant to clarify how the lab can be used.

Violation of these policies will be dealt with in the same manner as violations of other University policies and may result in disciplinary review. In such a review, the full range of disciplinary sanctions is available including the loss of computing privileges, dismissal from the University, and legal action. Violations of some of the policies below may constitute a criminal offense.

Authorized Users
Current Sul Ross students, faculty, and staff may use the Computer Lab during the scheduled lab hours.

Abuse and Misuse
Intentional abuse or misuse of the computer facilities so as to cause damage, program disturbances, or harassment to other persons is not allowed. Computer equipment and accounts are to be used only for the purpose for which they are assigned and are not to be used for commercial purposes or illegal activities. Material that may offend others, such as pornographic material will not be permitted or tolerated.

Copyright Policy
Sul Ross State University adopted an Intellectual Property Rights Policy in December 2002. That policy can be found at /pages/3326.asp and should be reviewed by all student lab assistants.

Most of the software in the computer labs is copyrighted. Therefore, copying software is not permitted. Users may not duplicate any copyrighted software brought into the Computer Lab. If a backup copy is needed, the Lab Assistants will assist in the procedure.

In terms of copyright, there are four broad classifications of software: Commercial, Shareware, Freeware, and Public Domain. The restrictions and limitations regarding each are different.

Commercial
Commercial software represents the majority of software purchased from software publishers, commercial computer stores, etc. When you buy software, you are actually acquiring a license to use it, not own it. You acquire the license from the company that owns the copyright. The conditions and restrictions of the license agreement vary from program to program and should be read carefully. In general, commercial software licenses stipulate: (1) the software is covered by copyright, (2) although one archival copy of the software can be made, the backup copy cannot be used except when the original package fails or is destroyed, (3) modifications to the software are not allowed, (4) de-compiling of the program code is not allowed without the permission of the copyright holder, and (5) development of new works built upon the package is not allowed without the permission of the copyright holder.

Shareware
Shareware software is covered by copyright, as well. When you acquire software under a shareware arrangement, you are actually acquiring a license to use it, not own it. You acquire the license from the individual or company that owns the copyright. The conditions and restrictions of the license agreement vary from program to program and should be read carefully. The copyright holders for Shareware allow purchasers to make and distribute copies of the software, but demand that if, after testing the software, you adopt it for use, you must pay for it. In general, shareware software licenses stipulate that (1) the software is covered by copyright, (2) although one archival copy of the software can be made, the backup copy cannot be used except when the original package fails or is destroyed, (3) modifications to the software are not allowed, (4) de-compiling of the program code is not allowed without the permission of the copyright holder, and (5) development of new works built upon the package is not allowed without the permission of the copyright holder. Selling software as Shareware is a marketing decision, it does not change the legal requirements with respect to copyright. That means that you can make a single archival copy, but you are obliged to pay for all copies adopted for use.

Freeware
Freeware also is covered by copyright and subject to the conditions defined by the holder of the copyright. The conditions for Freeware are in direct opposition to normal copyright restrictions. In general, Freeware software licenses stipulate that (1) the software is covered by copyright, (2) copies of the software can be made for both archival and distribution purposes but that distribution cannot be for profit, (3) modifications to the software is allowed and encouraged, (4) de-compiling of the program code is allowed without the explicit permission of the copyright holder, and (5) development of new works built upon the package is allowed and encouraged with the condition that derivative works must also be designated as Freeware. That means that you cannot take Freeware, modify or extend it, and then sell it as Commercial or Shareware software.

Public Domain
Public domain software comes into being when the original copyright holder explicitly relinquishes all rights to the software. Since under current copyright law, all intellectual works are protected as soon as they are committed to a medium, for something to be Public Domain it must be clearly marked as such. Before March 1, 1989, it was assumed that intellectual works were NOT covered by copyright unless the copyright symbol and declaration appeared on the work. With the U.S. adherence to the Berne Convention this presumption has been reversed. Now all work assume copyright protection unless the Public Domain notification is stated This means that for Public Domain software, (1) copyright laws have been relinquished, (2) software copies can be made for both archival and distribution purposes with no restrictions as to distribution, (3) modifications to the software are allowed, (4) de-compiling of the program code is allowed, and (5) development of new works built upon the package is allowed without conditions on the distribution or use of the derivative work.

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Training

Due to the constantly changing computer industry, advances in technology are always moving ahead of what any computer lab can offer. Nonetheless, the Office of Information Technology at SRSU is committed to offering the most advanced technologies possible to its users. Due to this fact, the various software packages and the hardware available in the microcomputer labs are regularly undergoing revisions, upgrades, and replacement. This requires continual retraining of lab personnel.

Training allows lab assistants to provide better service to the users of the lab. All new lab assistants should expect to receive training from the Lab Coordinator or senior lab assistant during the first few weeks of employment. In addition, lab assistants, both new and returning, are encouraged to attend instructional technology workshops offered by OIT Instructional Services.

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Consulting Policies

General InformationThe Office of Information Technology (OIT) is charged with the responsibility of assisting users in making use of computing resources on campus. It is important to stress that this does not mean the IT staff actually perform the computing activity for the user. Nor are you expected to teach someone how to use an entire program from start to finish. As a lab assistant, you should strive to help users become more knowledgeable, and less dependent on you.

Most problems will concern how to use an application or how to print. When working with a user, don't simply execute the necessary commands to accomplish the user's goals. Instead, talk them through the commands, allowing them to do the keyboarding.

REMEMBER: Always ask permission to do anything that will affect their file or disk and always save a copy of the file before making any changes.

Due to the variety of activities users are involved with, you will most likely be asked some questions that you are not able to answer. If the problem is beyond your immediate expertise, refer the user to appropriate print or online materials or to the Lab Coordinator, if available. Do not hesitate to tell the user you cannot answer a question. It is much better to say that you don't know than to mislead a user.

When consulting, most problems are handled quickly by actually going to the user's machine for a look. However, avoid going through pages of text at the user's station to help fix a problem. Instead, tell the user to get a current listing of all pertinent files and bring the listings to you at the Lab Assistant's desk for further consultation.

Assisting Students Doing Coursework

Students doing course work on the computer often view the lab assistant as a teaching assistant for their particular course. As a lab assistant, you might be called upon to help clarify some concepts presented in class, but teaching is the instructor's responsibility, not yours. The following guidelines should help clarify your role as an assistant to students doing course work.

1. Limit the time you spend consulting with a student to about 5-10 minutes. This is usually a sufficient amount of time for you to understand the problem the student has, and for you to suggest appropriate action for the student to take.
2. Do not feel you must completely solve a student's problem. Instead, you should attempt to lead the student to solving their own problem. This might involve responding to their question with a question, suggesting debugging methods, or referring the student to their class notes, course textbook, or the appropriate software manual.
3. Refer a student needing a lot of help to their instructor. A student needing constant help lacks an understanding of concepts presented in class, and should consult with their instructor. Also be aware that a student not attending classes might want you to teach them what they have missed, or a student starting their assignment too late might want you to bail them out. You must learn to recognize and properly handle these situations.
4. Do not introduce students to concepts not yet covered in class. Although an easier way of doing something might be obvious to you, the intent of an assignment can easily be negated by a lab assistant introducing new concepts before the instructor does so in class. Don't be afraid to ask the user if they have covered a topic in class you wish to show them.
5. You might be asked to clarify what an instructor wants the student to do in an assignment, due to insufficient or incorrect instructions on an assignment sheet. Unless you are absolutely sure of things and can quickly provide clarification, it is best to refer students back to their instructor.

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Disciplinary Procedure

Step 1: Verbal Warning

Given for initial violation of employee policy as stated in the Lab Assistant Manual. The Lab Coordinator will consult with the student employee concerning his/her conduct and/or violation and will issue a verbal warning. A written explanation will be placed in the student employee's personnel file.

Step 2: Written Warning

Given for any subsequent violations. The Lab Coordinator will meet with the student employee and discuss the problem. After this consultation the Lab Coordinator will meet with the Instructional Services team leader and a written warning will be issued to the student employee. Copies of this warning will be distributed to the employee, the Lab Coordinator, and placed in the employee's personnel file.

Step 3: Probation and Dismissal

Any further problems with an employee who has received both of the above warnings will be cause for dismissal of the employee from employment with the Office of Information Technology (i.e. termination)

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Unauthorized Software

The installation of unauthorized software on the Lab Assistant computers and/or any lab machines is not permitted under any circumstances. Unauthorized software is defined as any software that has not been approved by the Lab Coordinator. The lab PC?s have been set up in the most efficient and effective way to allow maximum use and availability of lab and network resources. Installation of such software on lab PC?s may have an adverse effect on the normal operation of the lab machines. These adverse effects are not limited to: increased login times, slower or less efficient machine operation and may cause other operating difficulties that may not be immediately apparent.

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2nd Floor Library Lab:

1. Push in chairs at workstations.
2. Pick up any trash around workstations and near printers.
3. Leave printers on - they will go into Powersave mode.

2nd Floor Library Lab:

1. Take computers out of standby mode.
2. Check that network cables and other cables are plugged in.
3. Make sure paper is in printers.
4. Make sure ample supply of paper is available in lab assistant area.
5. Make sure work area is clean.
6. Report anything unusual to the Lab Coordinator immediately.