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

Info@techsets.org