Help Desk Lead Lab Operator

I was originally hired to write detailed help documents and convert them to HTML for the Helpdesk Website.
-http://helpdesk.cs.tamu.edu

This task eventually turned into working on a total makeover of the website that was in place at the time.
Other tasks involved in working at the helpdesk include a working knowledge of UNIX commands, phone etiquette, people skills, and knowledge of the software and hardware being used by students in the labs. Lab Operators also have the responsibility of overseeing projector and TV equipment reservations for classes or seminars. We work on a task system where anyone in the department can add a task and it is our responsibility to figure out the answer or pass the task up the chain of command to someone who can as quickly as possible.

In November 2002, I was promoted to Lead Lab Operator. This added some extra responsibilites:
- Now I was responsible for making sure the other Lab Operators were getting their job done smoothly and correctly
- I was in charge of hiring, scheduling, and ordering supplies
- I also oversaw the task system and delegated responsibilities to those I knew could get the job done most efficiently.

A new project given to me in February 2003, was to rewrite the Lab Operator Manual. The last revision was in 2000 and the Help Desk had had many changes in responsibility since then. I and one of my coworkers wrote Policies, Procedures, Rules, and compiled Documents about Lab Operator responsibilities. Then we put these documents into a manual that is currently (2003) being used for training.