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Creating a Training Program for Departmental IT Support Staff

This training program outlines the evolution of IT support at University of Delaware, involving Campus Information Technology Associates (CITAs). Starting in the early 1990s with centralized servers transitioning to distributed computing, the program promotes self-sufficiency and knowledge among CITAs in various modules. While facing challenges like funding limitations and scheduling, the initiative aims to enhance IT-CITA partnerships and overall departmental support.

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Creating a Training Program for Departmental IT Support Staff

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  1. Creating a Training Program for Departmental IT Support Staff Kate Webster Karen Kral

  2. University of Delaware • Land-grant, sea-grant, space-grant and urban-grant institution • 21,000 students • 3,400 faculty and staff

  3. Early 1990s • Centralized servers → distributed computing • More faculty use of technology • Departmental investment • Need for customized support within departments

  4. Campus InformationTechnology Associates • Employed by department • Work with IT unit • Currently 54 CITAs at UD

  5. IT’s Involvement with CITAs • Define the job • Help recruit for the position • Provide orientation to IT at UD • Inform CITAs about current IT issues • Assess training needs

  6. The New Millennium • Support: discipline-specific → operational • University IT standards • Informal interaction between CITAs and IT staff • Need to clarify IT/CITA partnership

  7. Spring 2001 • Announced Career Ladder for CITAs • Announced Training Program • More precise job descriptions • Defined IT/CITA relationship To help CITAs become as self-sufficient and knowledgeable of IT as possible

  8. Getting Started – June 2001 What technical or organizational information? • CITA survey What topics do you need to learn more about? For which topics would you benefit by taking a training course? • IT staff brainstorming For which topics would you benefit by studying from a book? What would help you be more effective in your job?

  9. Training Team • User Services and Help Center staff • Diverse group • Plan and implement a training program within that fiscal year

  10. Areas of Interest • Orientation • Technical

  11. Three Modules • Module 1: Orientation information • Module 2: Self-service training materials • Module 3: Formal training options • On the web • Includes standards information • Manuals • Online training • Customized, on campus, instructor-led • Off campus

  12. Module 1: Orientation • Updated and reorganized IT web pages • IT Professionals Orientation • IT Overview • Getting Started for CITAs • Help & Resources • Policies • IT Standards • IT Professional Development http://www.udel.edu/cita

  13. WebCT Takin’ it to the CITAs • Direct CITAs to essential information • Review for reinforcement • Restrict some resources to CITAs • Provide “perks” upon completion of Orientation module

  14. Technical Skills Training • Skills assessment • No required training • Topics from brainstorming and survey • Variety of learning styles

  15. Module 2: Self-Service Materials • Manuals • Online training • User Education resources • Online manuals from SANS • $200 allotment • VTC • Oracle

  16. Module 3: Formal Training • On campus – IT paid • Off campus – IT and department shared cost • Windows 2000 • SANS Security– included IT staff

  17. Results

  18. Problems/Concerns • Minor usability issues • Non-participating CITAs • those who need training • those who are already skilled • Limitations of department funding • Scheduling

  19. Added Benefits • Improved IT-CITA and CITA-CITA interaction • Organized IT web pages for everyone • Better communication within IT • Increased morale among CITAs

  20. The Future • Budget tightened • Narrowing focus for topics • More CITA input on topics • Scheduling • Training doesn’t solve all problems

  21. www.udel.edu Conclusion Successful project with many benefits Thank you!

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