Enhancing campus IT services and student employee development through student technology services

Information technology funding seldom keeps pace with increasing demands for campus IT services. As a result, many IT departments are depending on qualified student employees to help them provide services. Information Technology Services (ITS) at North Dakota State University employs nearly 100 students in various workgroups who assist staff in providing core campus technology services. In 2004, ITS staff members recognized an opportunity to increase efficiency, save money, and raise the quality of services by implementing a Student Technology Services (STS) program. The STS program was formed to integrate all technology services provided by students into a single, consistently managed program. The program is managed by two student managers and a half-time staff coordinator. Goals of the STS program include: building a more unified student workforce; providing professional development opportunities for student employees; enhancing communication between ITS administration, workgroups, and student employees; developing more equitable and consistent hiring practices; empowering students and helping them to prepare for future careers; and providing a higher level of IT services for the NDSU campus. The STS program facilitates a coordinated approach to recruiting, hiring, orienting, training, and evaluating student employees. In this paper, we will provide an overview of the STS program at NDSU, share our accomplishments thus far, and discuss challenges as well as some positive outcomes of implementing the program.