From the Beltway: Tech Support That Works

Four inexpensive tech-support options for your schools

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School leaders like yourselves have begun to realize that it's not enough to merely make more computers available in classrooms. Many of you have been focusing on professional development to ensure that teachers know how to use instructional technology tools.

But as your trained teachers begin using instructional software on Internet-connected computers, there comes a point where something goes wrong. A program won't load correctly. Files are deleted accidentally. Someone forgets the password to the online subscription service. A computer won't boot up. That's when you call in for technical support.

Technical support is the most often-overlooked component of successful technology implementation. If you want teachers to regularly use technology as part of their instructional practices, then you need to provide adequate technical support. Otherwise, teachers might lose trust in the technology, be afraid to rely on it for a lesson, or give up in frustration and return to traditional resources.

 

A Mix of Solutions
Ultimately, schools should employ a variety of methods to provide instructional and technical support to teachers and students. The right mix of solutions will depend upon the technology available, the specific needs of teachers and students, and the staff available at the school or district. Funds from many grant programs, including those in the No Child Left Behind Act, can often be used to cover the costs of technical support.

Help Is at Hand
There are several strategies your school or district can use to provide the support that teachers and students need with technology. Here are four options for technical support and training that may help your district's needs.

• Students
Some schools or districts, such as schools in Ashland, Wisconsin, provide interested students with technical training in networking and computer configuration and repair (See The Tech-Support Kids.) These students are then allowed to help answer basic questions or to solve minor glitches for teachers and students in their schools. In this win-win scenario, students can receive certificates for their technical abilities and services, while schools gain a resource that can provide quick support for minor problems that otherwise would take the time of a higher-paid technical staff person.

• Online
The Internet can also be a tremendous source of technical support. Many companies offer a frequently-asked-questions page, updated software patches, and even discussion boards on their web sites. With discussion boards, users support each other by exchanging ideas, asking questions, and offering fixes for problems.

• Outsource
The solution for many school districts has been to outsource some of the technical support responsibilities to companies who specialize in these services. These companies often provide support on-site, over the telephone, and even over the network by remotely logging on to a computer system. In many instances, schools can negotiate pricing based on the number of incidents, the type of support provided, and the success rate for resolving issues.

• Product Support
You also may want to consider technical support options offered by providers. Do vendors offer an 800 number or on-site support? What is their average response time? How many issues are resolved on the first call? How long will the vendor provide support for the product?

It is not enough to simply give teachers more technology and professional development. We must ensure that they have the daily support needed to feel comfortable in making technology a regular part of their instructional lessons.

John Bailey is director of the Office of Educational Technology for the U.S. Department of Education.

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