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

  • Illinois District Boosts Security at High-School Stadium

    Richmond-Burton Community High School in Richmond, Ill., recently announced that it has completed the redesigned entrance to its high school stadium with a new focus on school security and community engagement, according to a news release. The district partnered with Wold Architects and Engineers on the project as part of District #157’s year-long facilities master plan.

  • 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.

  • From Approval to Opening: Inside Travis Unified School District’s Fast Tracked Campus Expansion

    The Travis Unified School District (TUSD) in northern California includes several elementary and high schools serving over 5,400 students. In 2024, the TUSD Board approved the addition of sixth grade to the Golden West Middle School campus for the 2025–26 school year, setting in motion an accelerated effort to bring new facilities online in less than a year.

  • NWEA Report Recommends K–12 Natural Disaster Recovery Strategies

    The Northwest Evaluation Association (NWEA), a K–12 assessment and research organization, recently announced the release of a new playbook for schools and communities recovering from extreme weather events, according to a news release.