Ongoing Support for Student Technology Support
Ongoing Support for Student Technology Support
Submitted by: Rosi Kloberdanz, ITS
Date: September 27, 2006
Award number: 0509
Account number: 18556
Report period: Final Report
Ongoing support by the Technology Fee Advisory Committee has allowed ITS to continue providing vital IT services for NDSU students. In past years, these services were offered in four different areas in ITS: Technology Learning Center, Clusters, Classroom Technology, and the Service Center.
Last year, ITS submitted one combined Technology Fee proposal instead of separate proposals. That proposal envisioned the next level for student IT services:
1. Consolidating student-supported service areas to eliminate redundancy and duplication and to move towards a one-stop-shop (a technology resource and learning center) for an integrated Client Services unit.
2. Implementing a Student Technology Services (STS) program -- managed and staffed by students -- that will encompass the entire ITS student work force. Desired outcomes are a productive, efficient, and a better-trained student workforce that will provide improved service to the campus.
During the previous year, ITS took important steps towards making this vision a reality.
The current proposal requests funding for enhancing and expanding services via a new one-stop-shop in IACC 150, thereby providing more learning opportunities for all clients.
The funding request includes the cost to provide equipment, hardware refresh, maintenance, software, materials, supplies, and staff and student salaries to continue IT services in support of the teaching and learning missions of the university. The funding requested in this proposal also includes ongoing maintenance and support for the eight new instrumented classrooms that were funded by the Technology Fee Advisory Committee in Spring 2004.
• Student Technology Services program officially launched in Fall 2005 • Student employees were recruited, interviewed, hired, and trained • STS student managers participated in summer freshman orientation events • Held fall retreat for all ITS student employees • Developed and launched STS professional development program for ITS student employees • Developed and distributed STS employee handbook.
• Created personnel files for all ITS student employees • Developed and implemented performance evaluation procedure for all ITS student employees • Performance evaluations completed for all ITS student employees
• All hardware and software for the 27 supported Clusters, 52 instrumented Classrooms, Help Desk, TLC (including multimedia equipment) and the refresh of 35 Multimedia cart computers was purchased and installed by beginning of Fall semester.
• Software testing and computer images were deployed successfully before the fall semester. The finalized image for Music was delayed due to technical issues, but was deployed successfully within the first few days of Fall start.
• With the implementation of ZENworks, ITS now has the ability to deploy patches, updates and new software installs without the overhead, or time required, for re-imaging of all the clusters.
• Software requests for fall and spring semester accepted and deployed. A software installation policy was drafted and implemented for Fall 2006 semester. This policy requires license validation for class-specific software to be installed in the clusters.
• ZIP drives will no longer be present in clusters after July of 2006. Floppy Drives will no longer be present in clusters after July 2008. New technologies USB, CD R/W, DVD R/W will/are replacing this old media.
• Cluster reservation policy was created and approved by CITPG and sent to faculty and staff. This redirects most Cluster reservations through the Registrar in order to standardize the procedures.
Help Desk Equipment Usage:
• Digital still cameras: 18 cameras available • Digital still camera reservations: 3,123 (54,532 hours) • Digital video cameras: 10 cameras available • Digital video camera reservations: 1,895 (38,107 hours) • Laptop computers: 13 computers available • Laptop computer reservations: 2,387 (47,961 hours) • Total Help Desk staffed hours:
-- Downtown: 2,545
-- Library/Fine Arts: 2,990
-- IACC: 11,640
Technology Learning Center and the Sponge Program:
• Completed plan for remodeling IACC 150C, new location for TLC • Completed plan for merging multimedia area and TLC • TLC lab moved to IACC 150C, merged with multimedia area, previously located in the Service Center • Set up lab; purchased and installed equipment and software • Hired and trained TLC learning assistants • Scheduled lab hours each semester
--Open Monday-Friday 9:00 a.m. – 9:00 p.m (7:00 p.m. in the summer)
--Saturday 1:00 – 5:00 p.m.
--Sunday 2:00 – 10:00 p.m.
• Reviewed and updated Sponge online learning resource each semester • Accepted Sponge training requests from instructors and scheduled training each semester • Provided classroom training for instructors’ classes as requested through the Sponge program each semester • Through the Sponge program, TLC staff members assisted instructors who assigned technology-related projects, such as Web sites, electronic portfolios, music videos, Excel spreadsheets, and videos.
• Individual follow-up support for class projects was available at the TLC.
Student Learning Services:
TLC and Sponge
• TLC walk-in student contacts: ~3,700 ( This number, however, does not accurately reflect TLC lab usage, since many students work on their own in the multimedia area) • TLC contact hours: ~2750 hours • Sponge Classes: 128 (as requested by instructors) • Sponge class contacts: ~2,300 • Sponge class contact hours: ~3,600
• Total number of short classes: 104 (Individual classes were increased to 2 hours each in Spring 2006) • Total hours of training: 179 hours • Number of contacts: 716 • Student short classes contact hours: 1211 contact hours