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

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

California SETS Projects CLRN EdTechProfile TechSETS TICAL &

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

Website Organization

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

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

Tools MyTechDesk TechRESOURCES TechTIPS TechJOBS

A Web Based Workorder Management System for California Schools

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

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

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

Benefits to Support Staff Provides tools to manage work orders Work orders are received via phone, 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

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

Training My SkillSource TechPROFILES Skills Matrix TechMEDIA

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

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

My SkillSource: Cost Effective Online Training & Reference

Online Reference Manuals (Full Text,Searchable)

The Human Resources Side of Technology TechPROFILES Skills Matrix TechJOBS

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

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

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

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’

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

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

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

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

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

The TechSETS Team Bill Simpson, Project Director Patty MacIntyre, Project Specialist