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

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. Our Goals for Today Familiarize everyone with TechSETS resources and tools as a customizable set of resources for individualized support Discuss who uses TechSETS and Why Participant questions/feedback

5. Website Organization

6. 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

7. 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

8. Tools MyTechDesk TechRESOURCES TechTIPS TechJOBS

9. www.techsets.org/mytechdesk A Web Based Workorder Management System for California Schools

10. www.techsets.org/mytechdesk Purpose MyTechDesk is an easy, web-based workorder management system 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

11. www.techsets.org/mytechdesk 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

12. www.techsets.org/mytechdesk 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

13. www.techsets.org/mytechdesk 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

14. www.techsets.org/mytechdesk 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

15. Training My SkillSource TechPROFILES Skills Matrix TechMEDIA

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

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

18. My SkillSource: Cost Effective Online Training & Reference

20. Online Reference Manuals (Full Text,Searchable)

21. The Human Resources Side of Technology TechPROFILES Skills Matrix TechJOBS

22. TechPROFILES School Computer Technician School Network Technician School Technology Director/Manager Web Developer

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

24. 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

25. 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’

26. TechTIPS Who should use it? Technicians, teachers, support staff

27. 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

28. 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

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

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

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