I've love to see what you've got. I'm always looking for better ways to
train my students.

Dan

On Thu, Nov 10, 2016 at 4:19 PM, Gaynor, Suzanne <[log in to unmask]>
wrote:

> We've done "boot camp" for a couple of years now, just before start of
> school. The first year I was very ambitious with teambuilding activities,
> sections on networking, communication skills and other topics that they
> quickly forgot because it didn't apply to their daily tickets. This year we
> focused on very specific tasks they need to do, and of course customer
> service skills, and I think that was more successful. I'm happy to share my
> training outlines if anyone would like them. I'd love to see what others
> are doing.
>
> Suzanne
>
> Suzanne Gaynor
> Director, Technology Resource Center
> Hartwick College
> [log in to unmask]
> 607-431-4670
>
> On Thu, Nov 10, 2016 at 4:05 PM, Rachel Weaver <[log in to unmask]>
> wrote:
>
>> I realize that I'm hijacking this thread a little by asking, but I'm
>> wondering how those of you with successful technical training programs do
>> it? So far, hands-on experience and mentoring has been our most successful
>> method, but it's challenging with a staff of over 50 student workers. Are
>> there any resources you'd be willing to share? Thank you!
>>
>> Rachel Weaver
>> Client Services Manager
>> Information Technology Services
>> Macalester College
>> [log in to unmask] <[log in to unmask]>
>>
>>
>> On Thu, Nov 10, 2016 at 3:05 PM, Rachel Weaver <[log in to unmask]>
>> wrote:
>>
>>> I realize that I'm hijacking this thread a little by asking, but I'm
>>> wondering how those of you with successful technical training programs do
>>> it? So far, hands-on experience and mentoring has been our most successful
>>> method, but it's challenging with a staff of over 50 student workers. Are
>>> there any resources you'd be willing to share?
>>>
>>> Rachel Weaver
>>> Client Services Manager
>>> Information Technology Services
>>> Macalester College
>>> [log in to unmask]
>>> 651-696-6507
>>>
>>> On Thu, Nov 10, 2016 at 3:01 PM, Andrea Tanner <[log in to unmask]>
>>> wrote:
>>>
>>>> Hi Matthew,
>>>>
>>>>
>>>>
>>>> Here are some answers to your questions about our Help Desk staffing.
>>>> We service students, faculty, and staff via phones, walk-up and in person
>>>> visits.  We are the “face” for IT at Eastern Michigan U so we do everything
>>>> from password resets, lab customer service, network jack diagnosis,
>>>> hardware repairs, software troubleshooting, and everything in between.
>>>>
>>>>
>>>>
>>>> I have 4 fulltime staff and about 22 student employees (it varies).  We
>>>> have a tiered student system called passports.  These are skills based.
>>>> Students make their way through the passports to gain skills in this
>>>> order.  If a student does not want to progress through the passports we are
>>>> okay with that.  We get that a lot with our non-computer-related major
>>>> students.
>>>>
>>>>
>>>>
>>>> -Entry Level Phone (password resets and activations)
>>>>
>>>> -Advanced Phone (software installs, items solved over desktop remote
>>>> control so a field tech can help show them what to do)
>>>>
>>>> -Entry Level Field Technician (imaging, hardware troubleshooting,
>>>> network line tests, wireless troubleshooting, software installs, easy
>>>> software problem solving)
>>>>
>>>> -Advanced Technician (troubleshooting active directory problems,
>>>> advanced hardware issues, advanced software issues)
>>>>
>>>> -Senior Technician (by invitation only.  This is our top tier student
>>>> that basically function a level below our fulltime staff in terms of skill
>>>> sets.  They are highly skilled, functioning, and trusted.  They often
>>>> perform small projects and assist with keeping the team functioning and
>>>> efficient.)
>>>>
>>>>
>>>>
>>>> At every level we work with the student to obtain their career goals.
>>>> If they want experience in a particular area we try to ensure they get
>>>> that.  We find that this extra attention helps them stay motivated and
>>>> enthused.  One time I had a new field tech that did not have enough money
>>>> for gas and was calling in. I told him he could work from home, combing
>>>> through our wiki that day so that he could make a list of all the documents
>>>> that were out of date (something we needed to do anyway).  He got to read a
>>>> lot of our documentation and get familiar with what we support in his new
>>>> role, and I got a task done that no one likes to do.  ;)  Normally students
>>>> don’t work from home but this little attention really does build loyalty
>>>> and communication.
>>>>
>>>>
>>>>
>>>> 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?
>>>>
>>>>
>>>>
>>>> We do allow our students to be unsupervised. I prefer to have at least
>>>> one of my fulltime staff available at all times (two of them work ten hour
>>>> days so we can accomplish this) to assist with problem users or advanced
>>>> questions.  Usually we have one senior tech available who can handle the
>>>> questions and problems if I or one of the fulltime staff is not available.
>>>>
>>>>
>>>>
>>>> We have never had a problem with equipment theft or missing material in
>>>> the office.  If we get a tech that is not pulling his weight, our senior
>>>> techs let us know about it.  Usually we are aware but sometimes one slips
>>>> by us.  They take their responsibility seriously to keep the team running
>>>> smoothly.
>>>>
>>>>
>>>>
>>>> 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?
>>>>
>>>>
>>>>
>>>> Our student recruitment is mainly word of mouth and occasional posting
>>>> on the internal campus job board for students.  We actually hire students
>>>> based more on customer service skills and technical potential than we do
>>>> for actual technical knowledge.  If we are in need of a really good
>>>> hardware tech, for example, we might send out special flyers or reach out
>>>> to our computer based majors and ask professors for recommendations.  We
>>>> have found that with support and our passports system we can teach any
>>>> student how to reset a password or take apart a computer and replace a bad
>>>> motherboard.  We can’t teach a highly technical student how to have good
>>>> customer service as easily, though, if they already do not have those
>>>> skills.  If I am helping a student while we are recruiting and I notice
>>>> he/she has the right mindset and attitude I might ask him or her if he is
>>>> looking for a campus job.  It works out pretty well!  Our students love
>>>> working here so they tell their classmates and friends.
>>>>
>>>>
>>>>
>>>> Our senior student techs often help us hire other students.  It doesn’t
>>>> always work out that way with timing but we find that they get good job
>>>> experience being on the other side of an interview.  Often, they are a LOT
>>>> harder on interviewees than we are!
>>>>
>>>>
>>>>
>>>> One thing we really like to “brag” about is that we have converted and
>>>> launched a lot of education majors, history majors, english majors, and
>>>> psych majors into very successful IT careers alongside our information
>>>> assurance and computer science students.  J
>>>>
>>>>
>>>>
>>>> How do you handle access to sensitive information with student
>>>> employees (ie Banner information, account passwords, etc)?
>>>>
>>>>
>>>>
>>>> Our entry level phone password student employees are granted Banner
>>>> access (ID verification) and ability to reset passwords.  The sys admins
>>>> watch logs of those systems & let us know if there is any suspicious logons
>>>> or activity.  We caught one student about 10 years ago who was viewing &
>>>> laughing at account challenge question passwords with his friends on a
>>>> Sunday night.   He was let go the next week.
>>>>
>>>>
>>>>
>>>> It really does take a steady level of oversight, though.
>>>>
>>>>
>>>>
>>>> Please let me know if you have any follow up questions!  Take care,
>>>>
>>>>
>>>>
>>>> Andrea Tanner
>>>>
>>>> Director, User Services
>>>>
>>>> Eastern Michigan University
>>>>
>>>> [log in to unmask]
>>>>
>>>>
>>>>
>>>> *From:* The EDUCAUSE IT Support Services Constituent Group Listserv
>>>> [mailto:[log in to unmask]] *On Behalf Of *Matthew
>>>> McFall
>>>> *Sent:* Thursday, November 10, 2016 12:11 PM
>>>> *To:* [log in to unmask]
>>>> *Subject:* [ITSUPPORTSERVICES] Student ran/staffed support desk
>>>>
>>>>
>>>>
>>>> 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?
>>>>
>>>>
>>>>
>>>> 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?
>>>>
>>>>
>>>>
>>>> How do you handle access to sensitive information with student
>>>> employees (ie Banner information, account passwords, etc)?
>>>>
>>>>
>>>>
>>>> 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
>>>>
>>>>
>>>>
>>>> [image: http://www.jsu.edu/gem_images/jsu_it_footer.gif]
>>>>
>>>>
>>>>
>>>> ********** Participation and subscription information for this EDUCAUSE
>>>> Constituent Group discussion list can be found at
>>>> http://www.educause.edu/groups/.
>>>> ********** Participation and subscription information for this EDUCAUSE
>>>> Constituent Group discussion list can be found at
>>>> http://www.educause.edu/groups/.
>>>>
>>>>
>>>
>> ********** Participation and subscription information for this EDUCAUSE
>> Constituent Group discussion list can be found at
>> http://www.educause.edu/groups/.
>>
>>
> ********** Participation and subscription information for this EDUCAUSE
> Constituent Group discussion list can be found at http://www.educause.edu/
> groups/.
>
>


-- 

------------------------------
[image: The College of New Jersey] <http://tcnj.pages.tcnj.edu/>
Dan Adler
Help Desk Analyst
Information Technology Help Desk <http://helpdesk.tcnj.edu>
609-771-2660
[log in to unmask]

**********
Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.