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TechSETS

TechSETS. Statewide Education Technology Services. California’s Innovative K-12 Technical Support Partner. April - 2007. The TechSETS Team. Bill Simpson, Project Director Patty MacIntyre, Project Specialist.

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TechSETS

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  1. TechSETS Statewide Education Technology Services California’s Innovative K-12 Technical Support Partner April - 2007

  2. The TechSETS Team • Bill Simpson, Project Director • Patty MacIntyre, Project Specialist Moderator: Marianne Pack, CoSN Board Member,CTAP 6 Director, Stanislaus County Office of Education

  3. California SETS Projects • CLRN • EdTechProfile • TechSETS • TICAL &

  4. Website Organization

  5. Who Can Use TechSETS? • IT Managers and Staff • Education Technology Managers and Staff • HR Managers and Staff • School Site Technical Staff • School Site Technology Coordinators • Teachers • Students

  6. TechQUESTIONS • What is it? • A web place to get technical issues/questions addressed and answered • Why use it? • Get answers to tough technical questions quickly • Get ‘unstuck’ quickly – can save much time • Functionally extends your own staff • 24 hour on-line support • A way to track many similar type problems

  7. Tools • MyTechDesk • TechRESOURCES • TechTIPS • TechJOBS

  8. FREE A Web Based Workorder Management System for California Schools

  9. Purpose MyTechDesk is aneasy, web-basedworkorder managementsystem Designed to help support teams manage their work orders more efficiently Easy to use in rich features and flexible Detailed tracking and reporting of service requests

  10. System provides the ability to: • Track service requests from start to completion • Define your own categories, groups and locations • Create Portals for support staff • Audit trail of responses • Generate customized reports • View quick statistics on completed tickets • Track time spent on each incident • Allow end-users to become requestors • Notify end-users • Train users with online multimedia tutorials

  11. Benefits to Ticket Requestors • A simple way to submit requests for technical support • End users can directly input their service requests • Convenient place to add, manage and follow-up on service requests

  12. Benefits to Support Staff • Provides tools to manage work orders • Work orders are received via phone, e-mail and direct input into the system • Focus on problem resolution and not data entry • Promotes better organization and prioritization of time and work load • Maintains history of work orders • Escalates work orders to appropriate staff • Provides a solid tool to monitor, evaluate and continually improve the support operation

  13. Benefits to School Districts • Determine workload on support staff • Manage and distribute work orders for appropriate staff • Document work order history • Report progress and amount of work completed • Detailed reporting of progress • Collection of data for Total Cost of Ownership calculation

  14. Training • My SkillSource • TechPROFILES • Skills Matrix • TechMEDIA

  15. My SkillSource • Self-paced tutorials with assessments • Online Instructor-led classes • Digital Reference Books • Online Certifications • Virtual Labs

  16. A wide array of courses for: • Front Office Staff • Classroom Teachers • Administrators • Ed. Tech & IT Staff

  17. My SkillSource: Cost Effective Online Training & Reference

  18. My SkillSource: Cost Effective Online Training & Reference

  19. Online Reference Manuals (Full Text,Searchable)

  20. The Human Resources Sideof Technology TechPROFILES Skills Matrix TechJOBS

  21. Skills Matrix • Services arranged by category • Broken into related tasks and skills • Training and other resources aligned to tasks and skills

  22. TechJOBS • Job Description Builder: • Build a job description based on the TechSETS skills matrix • Job Description Bank: • A collection of job descriptions from school districts across the state • Job Listing Directories • A link to EDJOIN, Dice.com, Monster.com

  23. TechTIPS • What is it? • A simple way to share tips and tricks • Completely user submitted • Captures and shares innovative work done by school technical support professionals • Why use it? • Inspires ideas • Saves time • Eliminates ‘re-inventing the wheel’

  24. TechSTORIES • What is it? • A collection of promising practices • Successful models or implementation strategies • Stories of success (or failure) from the field • What works – what does not work • Opportunity to contribute!! Lessons Learned

  25. TechRESOURCES • Located under the “Tools” tab • Collection of “best-of-the-best” web resources related to ed tech support • Submitted by TechSETS members • Search by key word, category or technical level

  26. StudentTech • Benefits of Student Programs • Suggestions on Program Development • Descriptions of exemplary programs • Links to resources • Sample Curriculum Links • Partnerships • Student Generated Resources

  27. Customizable Support • RSS Feeds • Calendar • eNewsletter (email to members w/links) • Discussion Forums

  28. The TechSETS Team • Bill Simpson, Project Director • Patty MacIntyre, Project Specialist www.techsets.org Info@techsets.org

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