The story of Jane Neussup continues...

Maintenance and Support

Stopping first at the help desk, John asks Deb the tech what the problem is.

Deb answers, "Well, John, the server has a network interface problem. I'm bringing the network up again, but I checked our logs and found that this is the fourth time this problem has occurred this month. Since we're paying so much for maintenance on that server, we've contacted the vendor to request a replacement under our service contract."

Then she adds, "By the way, John, Dr. Neussup's secretary is anxious to see you. She's struggling with a survey on hardware and software use in our district."

John says, "I've already seen her and answered her questions. Now I've got to go and see the high school Science Department folks."

[To be continued...]

"Four Ways to Ensure Quality Tech Support in Schools,"
by Richard M. Beattie

As school technology systems get more complex, schools must further professionalize their technical support departments. No longer can schools rely on members of their academic departments who have an interest in technology to perform major system upgrades, maintenance, and troubleshooting. Anecdotal evidence shows a rising level of burnout on the part of those educators who have added the informal title of "computer expert" to their list of responsibilities within schools.

Unfortunately, schools have a long way to go. As a point of comparison, large companies strive to have at least one professional computer support person for every 50 computers (laptops or PCs) in use. Few, if any, schools enjoy a ratio this low. With the many other demands for hiring in most school systems, it's no surprise that administrators cannot focus on improving tech support departments-especially if this would come at the expense of hiring teachers to provide additional educational options or reduce class sizes.

Nevertheless, for technology to reach its potential in K-12 education, technology experts-not just technophiles-must be intimately involved in using a school's precious technology dollars to match the school's mission and serve its unique student body.

Achieving these goals starts with a firm commitment to quality in technical staff. This can be achieved in four ways, according to the author:

1. Administrators should recognize that technology experts must be able to focus on their roles full time.
2. These individuals must have an understanding of the educational process, as well as computer technology.
3. Schools and districts must budget realistically not only to purchase technology, but also to maintain and upgrade it on a regular basis so that it can be used by students and teachers.
4. Tech staff must be committed to making themselves key members of the school's planning process, not just crisis managers who keep the machines running.

Reprinted with permission from Electronic School, Copyright © 2001. All Rights Reserved.

"Tech Support Rule-of-Thumb"

Keep in mind that the corporate standard is to have one support personnel for every 50 laptops or PCs. In schools that distribute computers to every student, that means 400 students and faculty members would require a technology staff of eight-hardly the norm.

Resources

Beattie, R.M. (Sept. 2000). "The Truth About Tech Support," Electronic School.
See http://www.electronic-school.com/2000/09/0900f3.html

"Critical Issue: Promoting Technology Use in Schools," Pathways to School Improvement, North Central Regional Educational Laboratory.
See http://www.ncrel.org/sdrs/areas/issues/methods/technlgy/ te200.htm

Fitzgerald, S. (2001). "Five Measures of a Tech-Savvy School District," abstracted from "Taking the `Total Cost of Ownership' Concept to the Classroom." MultiMedia Schools.
See http://www.eschoolnews.org/news/showStory.cfm? ArticleID=2791

Merit Network and Western Michigan University. "Michigan Technology Staffing Guidelines." This is an ongoing project; the web site provides documentation on roles and responsibilities for support staff, and includes staffing level estimates.
See http://techguide.merit.edu/

Murray, B. (2001). "Tech Support: More for Less." Technology & Learning Magazine.
See http://www.techlearning.com/db_area/archives/TL/200111 /whatworks.html

Robinson, T. (1999). "eSN Special Report: Serving up Support," eSchool News.
See http://www.eschoolnews.org/news/showStory.cfm? ArticleID=556

Shaw, T. (2001). "How to set realistic tech-support staffing goals," eSchool News.
See http://www.eschoolnews.org/news/showStory.cfm?ArticleID=2108

"The Ultimate Preventative Maintenance Checklist." (1999). TechRepublic (downloadable file; users will be asked to register for free membership).
See http://www.techrepublic.com/download_item.jhtml?id=dw03119990818jed01.htm