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

  • KI Launches K–12 Classroom Furniture Giveaway

    Contract furniture company KI recently announced the launch of its fourth-annual Classroom Furniture Giveaway, which awards $50,000 each to four K–12 educators across the U.S., according to a news release. The goal is to address decreasing student engagement and increasing teacher burnout numbers by updating learning spaces to accommodate modern needs.

  • North Carolina District Completes New Elementary School

    The Wake County Public School System (WCPSS) in Holly Springs, N.C., recently announced that construction on a new elementary school has finished, according to a news release. Rex Road Elementary School measures in at 133,000 square feet and is the fifteenth school that general contractor Balfour Beatty has completed for the district.

  • Geometric abstract school illustration

    How Design Shapes Learning and Success

    Can the color of a wall, the curve of a chair, or the hum of fluorescent lights really affect how a student learns? More schools are beginning to think so.

  • DLR Group Appoints New K–12 Education Practice Leader

    Integrated design firm DLR Group recently announced that it has named its new global K–12 Education leader, Senior Principal Carmen Wyckoff, AIA, LEED AP, according to a news release. Her teams have members in all 36 of the firm’s offices in the U.S., Puerto Rico, the U.S. Virgin Islands, Europe, and Asia.

Digital Edition