NDLI: So many labs: so little time

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Automating windows security: building a security CD

Looking outwards: extending services to departmental labs

"All in one" is the way to go...building a XP professional hardware independent image

Automation is a breeze with AutoIt

Conversing with customers

Oh no!: they want me to support students' computers...?

CARPE DIEM: seizing the day and reaping the benefit of student involvement in tools development

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The department apprentice program: providing support on a decentralized campus

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Customer-facing communication

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Automation & delegation to reduce lab management workload

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Building an IT help desk: from zero to hero

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Training: tackling the task of reeling them in

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A new collaborative software package: TeamSpace at Stanford University

Detecting intruders on a campus network: might the threat be coming from within?

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Going from 0 to 60 in 20 years: transitioning a help desk into a multi-function support center

Using thin client technology to reduce complexity and cost

Imaging, security, configuration, and maintenance for the masses

Developing an e-learning System which enhances students' academic motivation

Stemming the tide: laptop support without a mandate

Mapping the changing technological landscape: The university of Washington's 2005 faculty and student surveys on educational technology

Creative action teams: innovative opportunities for team work

A case study: implementing novell identity management at Drew University

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Manning the boat with a diverse (non-traditional) crew

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Creating a culture of technical caution: addressing the issues of security, privacy protection and the ethical use of technology

Universal imaging: revolutionizing desktop support

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Security in the residential network

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TECH spyware raid: the PEA matrix

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LaTeX: when word fails you

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Open your eyes...speak your mind...help desk communicating

New customers, new challenges, new structure: realigning support to survive massive growth

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Online and instructor-led technical training: a charge-back model that works!

Providing technology orientation for new faculty and staff

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Implementation of IPv6 functions for a network user authentication system opengate

Tying benchmarks and metrics to evaluations and organizational performance: the role of facilitating activities

QUICK scheduler a time-saving tool for scheduling class sections

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Internal and external communication and collaboration: building a strong help desk environment

Classroom technology: assisting faculty in finding weapons of mass instruction

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Desktop management: reeling in the great white whale

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You can never be too thin: skinny-client technology

Content for one: developing a personal content management system

LabDisplay: bringing computer lab management into the new millennium

Designing a new employee orientation (NEO) system

If you build it, they will come: implementing a distributed desktop support program that works

Revision control practices applied to computer configurations

Doing more with less: departmental labs support

Computer lab management: serving our customers through communication

Volunteerism: a new idea for filling university information technology needs

IT open house: what it can do for your organization

We've come a long way, baby!: but where women and technology are concerned, have we really?

Baiting the hook: catching and keeping quality student employees through professional development and non-numeric incentives

Synergy in action: when information systems and library services collaborate to create successful client-centered computing labs

The I.T. circuit certificate: training for the future

Rensselaer's mobile computing program a whale of an idea!

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Providing students 24/7 virtual access and hands-on training using vmware GSX server

NUBB: a network usage-based billing system

Reeling in new ideas for training student support consultants

Learning organization principles & project management

ResNet management: Wayne State University's experience supporting cisco clean access agent

Using a database-driven website to track sensitive data use

Projectors, laptops, and remotes, oh my!: taming the lions and tigers and bears of classroom technology-the UWF model

Advanced technologies studios

Digital video clips covering computer ethics in higher education

I.T.'s not your parents' library: no box required

So many labs: so little time

Content Provider	ACM Digital Library
Author	Lucas, Terri Arteaga, Christine
Abstract	This paper is intended for academic desktop support groups who have a large or growing number of computer labs and limited staffing resources in which to maintain them.Information Technology (IT) support groups are aware that in order to meet the needs of faculty and students who use the university's computer labs, it is imperative to provide up-to-date equipment and software. As the number of supported computer labs and multimedia rooms grow, the quality of the support may suffer due to the lack of staff needed to properly maintain the equipment. Needed patches, updates and virus definitions can be neglected due to lack of time and resources. Printer, scanner and projector maintenance can also suffer. The Desktop Technical Services department at Webster University had growing concerns that our high standards for quality might not be met as the number of labs continued to grow.In this paper we will describe many of the challenges faced as the desktop support needs of the labs exceeded available resources. We will present examples of obstacles common to other desktop support groups in an academic setting, and will describe the ideas and revised procedures that were put into action. We will outline which changes were deemed as successes and which were not.We will also provide tips, resources and modifications to help others who face the same challenges and obstacles involved with maintaining multiple labs.
Starting Page	192
Ending Page	196
Page Count	5
File Format	PDF
ISBN	1595932003
DOI	10.1145/1099435.1099478
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2005-11-06
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Faculty Multimedia Labs User Students Support Student employees Computer
Content Type	Text
Resource Type	Article

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