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

  • Indiana Wesleyan University Schedules Grand Opening for New Welcome Center

    Indiana Wesleyan University recently announced that it will soon open a new Welcome Center on its campus in Marion, Ind., according to a news release. The facility will serve as the home base for prospective students and their families to learn more about the university and student life there. A ribbon-cutting ceremony is scheduled for February 19.

  • University of Arizona Approves New Residence Hall

    The Arizona Board of Regents recently approved plans for a new residence hall at the University of Arizona in Tucson, Ariz., according to a news release. The new facility is scheduled to open in fall 2028 and have the capacity for more than 1,200 students, enforcing a new university expectation that all first-year students live on campus.

  • Stanford Completes Construction on Graduate School of Education Facility

    Stanford University in Stanford, Calif., recently announced the end of construction on a new home for its Graduate School of Education, according to a news release. The university partnered with McCarthy Building Companies on the 160,000-square-foot project, which involved two major renovations and one new construction effort.

  • California K–12 District Completes Elementary School Campus Replacement

    The West Contra Costa Unified School District (WCCUSD) in Richmond, Calif., recently announced the completion of a replacement campus for Lake Elementary School, according to a news release. The school has capacity for 470 students between Transitional Kindergarten (TK) and sixth grade.