2008-2009 LR&TS Annual Report - Learning Resources Services ...

Learning Resources & Technology Services – Annual Report FY09
College and Departmental Technology Support
Learning Resources & Technology Services has technicians
located in many of the academic colleges, and other
areas on campus. These technicians provide fast, closeat-hand
computing and technical help for faculty and
staff in classrooms and offices. They also partner with the
discipline-specific (non-LR&TS) technicians at SCSU.
Summary of FY09 accomplishments
This year, the college and departmental technicians collaborated
on common support issues and tasks, as well as
worked to improve service for users. Monthly college and
departmental technician meetings, as well as semi-annual
campus technology meetings, helped establish common
procedures and practices, and allowed for communication
of updates and upcoming changes to IT infrastructure.
Determine areas of need for training and make learning opportunities
available to technicians.
• Consulted with the technicians both collectively and
individually to determine areas of need for training.
• Purchased licensing from Atomic Learning to
provide software-based online training modules for
technicians.
• Communicated training opportunities widely and
encouraged attendance whenever possible, via
e-mails to listservs and announcements in meetings.
• Encouraged technicians to share information with
others upon returning from training sessions.
FY09 Goals
Improve communication to faculty and staff in order to inform
them of their designated technician and the technology resources
and services that are available to them. Determine problem areas
where technology support is not widely known and focus on communicating
to those users.
• Developed an increased Web presence, including
online help ticket submission forms, to route notice
of technical problems to the appropriate technician.
• Increased training for HelpDesk student workers
to educate them on the proper way to escalate and
support various types of users.
• Worked with the Technology Support Services
manager and the LR&TS communication specialist
to communicate campus-wide issues in a consistent
and appropriate manner.
Build a strong team environment within the Technology Support
Services (TSS) team.
• Held monthly TSS staff meetings, and college and
departmental technician meetings, to foster collaboration
and communication across areas.
• Utilized the TSS staff listserv and SCSU-Tech
listserv to communicate outages, upcoming changes
and other important information.
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