Answers inline below. If you have further questions, please let me know. Rich On Thu, Nov 10, 2016 at 12:21 PM Matthew McFall <[log in to unmask]> wrote: > I am new to the group and relatively new to my current position. We have > a Technology Support Center that includes our support desk for all faculty, > staff, and students. We only assist with university owned technology, no > personal devices. I currently have one fulltime Support Coordinator in the > TSC with a rotation of student workers. The TSC takes support > calls/walk-ups and open ticket requests via phone, email, or walk-up. We > use Dell KACE for support ticketing. I am sure this is generally how > everyone is structured. > > > > In reading through a thread that posted the other day, I noticed many of > you appear to have a more heavily student ran/staffed support desk with > oversight by a fulltime employee. I am slowly working my way toward a more > student ran TSC here also. I am wanting the student employees to have > ownership of the support desk and have oversight by the fulltime employee. > I have a couple of questions that I would like to ask the group. Please > feel free to respond offline if you prefer. > > > > Do you allow the students to be unsupervised? Meaning, if your > coordinator has to step out, go to lunch, or they are out sick; do you > allow the students to be in the TSC without that employee there? > Yes. We have early morning and night and weekend hours where there is no FT employee at all. > > > How do you recruit students for the positions? Since you need someone > with some technical knowledge, do you reach out to your CS or Engineering > schools to get workers? > We post on the Student Financial Services Job boards and word of mouth from existing student employees. > > > How do you handle access to sensitive information with student employees > (ie Banner information, account passwords, etc)? > Students employees do not have access to this. Grad Assistants can reset user passwords. > > > I have other questions, but these seem like a good starting point. I look > forward to your responses. Thank you. > > > > Matthew S. McFall > > Director of Technology Support Center > > Jacksonville State University > > Office: 256-782-5664 <(256)%20782-5664> > > > > [image: image001.gif] > > > ********** Participation and subscription information for this EDUCAUSE > Constituent Group discussion list can be found at > http://www.educause.edu/groups/. > > -- ----------------------- *Richard A. Musal, M.A., M.S., P.D.* *Associate Director of Client Services & Operations, ITS* Riverdale, NY 10471 Phone: 718-862-7933 [log in to unmask] <[log in to unmask]> www.manhattan.edu <http://itsblog.manhattan.edu/> <http://manhattan.edu/its> *-Have a question? * Check our Knowledge Base <https://manhattan.teamdynamix.com/TDClient/KB/Default> Check on your tickets here <https://manhattan.teamdynamix.com/TDClient/Requests/TicketRequests/>. Have you transitioned to Drive yet? Learn more here <http://itsblog.manhattan.edu/p/google-drive-one-place-to-create.html> or ask ITS. Click here <https://manhattan.teamdynamix.com/TDClient/KB/Default?CategoryID=1022> for instructions on how to transition. ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.