During the fall 2011 semester, Information Services found that Kent State students in Kent Campus residence halls often had questions about their computers or other technology devices and needed personal help. IS was faced with the task of creating a new support team on campus to assist students late at night.
Options
The students could access 24/7 phone or online technology help, but many students needing help were freshmen and sophomores, perhaps new to campus life who were intimidated by trying to resolve their problem over the phone or with an online support request.
Solution
Enter Tech at Night. In the fall of 2011 the Division of Information Services implemented a new service specifically to help students living in Kent Campus residence halls who have after hours technology problems.
Tech at Night consists of student technicians who actually live in the residence halls, and who are ready to assist other students for personal, hands-on assistance, within the student’s lounge areas, typically from 9 p.m. – midnight.
“We have online and phone help available after hours for students now,” said Christopher Hallahan, Lead IT User Support Analyst for Information Services. “But many students, especially freshmen and sophomores who might be new to our network, prefer a more personal touch and the extra convenience of an on-site visit.”
About 40 students were initially hired for the team. The student tech workers were residents of the halls they were assigned to cover. IS provided training for the students each semester.
Results
Tech at Night members introduced themselves and the IS service at residence hall council meetings and other gatherings, through posters, Facebook and other places where students seek information. Team members worked 10 to 15 hours a week, helping students connect to the wireless network, set up mobile devices and resolve basic computer issues at no charge.
During its first two semesters of business, Tech at Night assisted and answered questions from over 500 residence hall students. Tech at Night continues to support students during the 2012 semester, with 20 students stationed in nine residence hall locations.
Students should visit Tech at Night to view the schedules and locations of the student tech workers in their residence hall area.
Outside of the Tech at Night availability, technology service & repair is still available through The Tech Spot in Tri-Towers most days until 8 p.m. Support is also available 24/7 by calling 330-672-HELP or .