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The Scarlet & Black

The Scarlet & Black

Technology Consultants restructured

By Laura Dripps

If studying in one of the many computer labs on campus wasn’t lonely enough already, it just got a little lonelier following the implementation of a new Technology Consultant (TC) policy.

Though the number of TC’s is comparable to that of last semester, TC’s will spend less time staffing some labs (not including high traffic labs such as Burling 1st and the Stats Lab in Noyce) and will instead focus on rotating through each computer lab to check for maintenance and theft issues, such as missing keyboards or empty printers.

“We took [TC’s] out of the labs, because they weren’t really doing anything in there, they were just sitting there,” said Karen McRitchie, manager of the Technology Consultants Program. We’re trying to figure out better ways to put the resources where they’re needed … I’m hoping that these other ways will make someone go, ‘Oh, I can get some help.’”

Holden Bale ’12, who has worked extensively both with ITS and as a TC, thinks that the new system will lead to better service.

“The up time for printers in dorms was way higher when we started instituting these [rotating] shifts and we just added a bunch more of them. There should be even more regular maintenance of labs, while having fewer people in them.”

Assuming students are aware of new options for contacting the helpdesk, technological help should be easier to obtain than before.

“It’s the same level of accessibility, if you know how to reach out to” said Bale. “… More importantly the quality of service should be better because the labs around campus should be better stocked, period.”

Students experiencing technological difficulties this semester can connect with the Information Technology Services Help Desk in new ways. In addition to visiting the Help Desk in the forum or dialing x4400 from a campus phone, students with computer trouble can call (641)-269-4400 off campus, text (641)-990-6487, or visit to meebo chat with a consultant or submit an online ticket to the helpdesk. Help Desk hours have also been expanded from last semester to 9 a.m. to 9 p.m. Monday through Thursday, 9 p.m. to 6 p.m. Friday, and 12 p.m. to 9 p.m. on Sunday.

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