Article

IT professional development and helpdesk support on a shoestring budget or renewable resources

Authors:

Cindy Dooling,

Richard BertrandAuthors Info & Claims

SIGUCCS '07: Proceedings of the 35th annual ACM SIGUCCS fall conference

Pages 60 - 64

https://doi.org/10.1145/1294046.1294061

Published: 07 October 2007 Publication History

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Abstract

Ever tried to find innovative ways of providing professional development opportunities to your support staff with little or no additional budget for the activities? Ever tried to implement a new technology, like a portal, with no additional budget for support staff? Pima Community College developed two different plans to address the needs of the institution and offer training opportunities to IT technicians and specialists.

The Tech Swap program is completely voluntary and provides entry level IT staff with cross training throughout the district. Each technician would spend a day at one of the host campuses to assist in projects, deployments, and troubleshooting. It allows the technician to get to know colleagues, learn how technology is managed at other locations, and in general, learn more about the college.

Pima implemented a portal system in the fall of 2006. We had no idea how many phone calls or email messages we would receive from distressed students or employees. We did know that we would need to provide evening and weekend coverage beyond the normal business hours for the first few weeks of the semester. Once again, there was no budget to expand helpdesk support. Instead volunteer participants of IT technicians and computer lab managers worked evening and weekend shifts alongside district IT helpdesk staff to provide service.

This presentation will demonstrate how we offered training opportunities to staff and support for a new technology at minimum cost to the institution.

References

[1]

American Federation of State, County, and Municipal Employees, AFSCME, http://www.afscme.org/

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[2]

Pima Community College Step Progression Plan for Non-Exempt Staff, http://www.pima.edu/employee/classcomp/stepplans/index.shtml

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Index Terms

IT professional development and helpdesk support on a shoestring budget or renewable resources
1. Social and professional topics
  1. Professional topics
    1. Management of computing and information systems
      1. Project and people management
        Computer and information systems training
        Project management techniques
        Project staffing

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Published In

SIGUCCS '07: Proceedings of the 35th annual ACM SIGUCCS fall conference

October 2007

390 pages

ISBN:9781595936349

DOI:10.1145/1294046

General Chairs:
Jayne Ashworth
University of Virginia
,
Lynnell Lacy
University of Illinois
,
Program Chairs:
Lisa Brown
University of Rochester
,
Carol Rhodes
Indiana University

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

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Published: 07 October 2007

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SIGUCCS Fall07: ACM SIGUCCS Fall Conference

October 7 - 10, 2007

Florida, Orlando, USA

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Overall Acceptance Rate 192 of 261 submissions, 74%

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Recommendations

Growing our own: partnering with the city school district

The successes of centralization "merger of support services"

Software management

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