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Wednesday, October 4 • 10:30am - 11:30am
Fostering Independence: Project Work For Student Techs

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Helpdesk student training and management at Carleton has focused largely on providing specific training to develop competency in customer support and Carleton's technical infrastructure so that our student techs (CarlTechs) are prepared to answer calls and support clients. However there is always “bigger-picture” project work that can be done beyond basic ticketing and phone support. In recent years, leveraging student hours to help complete larger-scale projects at the helpdesk has become a useful tool for increasing CarlTechs’ competence and engagement in all aspects of helpdesk work. This paper outlines the structures used at Carleton to support our student technicians in this work and how those structures developed, using a few past projects as examples.

Google Drive Project Resources: http://bit.ly/CarletonStuProjects

Session Chair
avatar for Kathy Fletcher

Kathy Fletcher

IT Application Specialist, West Virginia University
36+ yrs experience in Information Technology. Specialties: Qualtrics, eXplorance Blue, iClicker, Adobe Acrobat, Office 365

Speakers
avatar for Kendra Strode

Kendra Strode

Technology Support Specialist, Carleton College
Training helpdesk students at a small undergraduate college.



Wednesday October 4, 2017 10:30am - 11:30am PDT
Seattle 1 1415 5th Ave, Seattle WA 98101