Skip to main content
Add as a preferred source on Google

Putting Students First with Technology

  • 11/01/13

The world has grown increasingly reliant upon mobile technologies in recent years, and academia is no exception. Faculty want to be able to check email from their smartphones, administrators want the ability to access university systems when working remotely, and students expect to bring their laptops or tablet devices of preference into the classroom. To address all of these areas and continue Boise State University’s “students first” commitment, it was necessary that we re-engineer our help desk to better support today’s academic environment.

Boise State implemented a remote support solution in 2002 to provide hands on support at the point of contact with support to managed PCs on our network. The technology had several limitations, including complexity for the support personnel and that it was solely for the Windows platform. Since approximately 30 percent of our students are now relying upon Mac devices, this was a significant drawback.

Additionally, this legacy support tool didn’t enable us to assist individuals working off-campus, preventing us from fully serving our distance learning students and faculty when they travelled to conferences or were conducting research in the field.

We began looking for a remote support solution that could provide multiplatform support and ultimately selected Bomgar. We’ve seen a number of improvements. Instead of being limited to supporting only certain university-sanctioned applications and devices, we’re now confident in our ability to assist any end-user, regardless of what device or operating system he or she is using. In addition to meeting our BYOD support needs, the solution allows us to assist faculty, students and staff even when they’re not connected to the university’s network.

In addition to furthering our “students first” mission, our enhanced support environment has significantly improved our experience as help desk representatives. Not only has it eliminated the frustration of not being able to help a user due to device limitations, it also makes us much more efficient.

BOMGAR
WWW.BOMGAR.COM

This article originally appeared in the College Planning & Management November 2013 issue of Spaces4Learning.

Featured

  • Houston K–12 District Opens New Elementary School

    The Lamar Consolidated Independent School District (Lamar CISD) recently announced the completion of a new elementary school in a western suburb of Houston, Texas, according to a news release. Haygood Elementary School measures in at 110,000 square feet, has the capacity for 854 students, and is the first of three new schools scheduled to be built in the Cross Creek West community.

  • California School District Completes Elementary School Modernization

    The San Diego Unified School District in San Diego, Calif., recently held a ribbon-cutting for a whole-site modernization of Pacific Beach Elementary School, according to local news. The school first opened with one building in 1930 and added six more between 1938 and 1957.

  • Pitzer College

    Designing for Change in Higher Ed Learning Environments

    Higher education will continue to evolve, and learning environments must evolve with it. By prioritizing adaptable infrastructure, thoughtful reuse, strong energy performance, and wellness-centered design, campuses can create spaces that support learning today while remaining flexible for the future.

  • North Texas School District Completes Third New Elementary School

    The Denton Independent School District in Dallas, Texas, recently finished construction on its third prototype design elementary school, Reeves Elementary, according to a news release.