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TechSETS
Statewide Education Technology Services
April - 2007April - 2007
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
CLRNEdTechProfileTechSETSTICAL
&
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
www.techsets.org/mytechdesk
FREEFREEFREEFREEA Web Based Workorder Management System for
California Schools
www.techsets.org/mytechdesk
Purpose
MyTechDesk is aneasy, web-basedworkorder managementsystem
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
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
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
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
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
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
My SkillSource: Cost Effective Online Training & Reference
Online Reference Manuals (Full Text,Searchable)
The Human Resources Sideof Technology
TechPROFILES
Skills Matrix
TechJOBS
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’
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 (email to members w/links)
Discussion Forums
The TechSETS Team
Bill Simpson, Project Director
Patty MacIntyre, Project Specialist
www.techsets.org
