On Mar 11, 2010, at 1:07 PM, William Stites wrote:
> What hours do you have your school tech/network support staff come
> in and leave? We are seeing a growing need for people to be in
> earlier and stay later. How are you handling the issue?
>
> We've looked at staggering the hours of the staff as one options,
> but it doesn't always put the right people in the building(s).
Our tech support (vs. end user application support) personnel work the
hours of 8:00 AM to 4:00 PM each day.
You touch upon an important and complex issue in your comment of
staggering hours not really addressing the issue as it doesn't
guarantee the right person will be present for whatever need might
arise outside of normal operating hours. Our users can quite easily
fall into thinking of each IT staffer under the old descriptor of
renaissance man, knowing all aspects of a school's technical plant to
the extent they can whenever called upon successfully answer and
resolve any issue or problem that may present itself. The reality of
the IT plants found currently in our schools is one of complexity that
renders the concept of IT staffer as renaissance man null and void.
Cultivating a support system that doesn't deal with the limitations of
getting each problem in front of the staffer trained to handle them
leads to frustration for both the support person and the end user.
HTH,
Mark
Mark Nelson
Director of Information Technology
Thayer Academy
745 Washington Street
Braintree, MA. 02184
voice: 781-664-2264
fax: 781-380-0515
email: mnelson@thayer.org http://www.thayer.org
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