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

  • Designing for Every Mind

    Learning environments have the power to shape not just what students know, but who they become. When a school is designed with genuine empathy—for the full range of ways students think, sense, and engage with the world—it becomes more than a building. It becomes a catalyst for growth, confidence, and belonging. That is the animating idea behind neurodiverse design, and it is one that is transforming how more architects and designers are thinking about school design.

  • Nashville Elementary School Receives LEED Gold Certification

    Goodlettsville Elementary School, part of Metro Nashville Public Schools in Nashville, Tenn., recently achieved LEED Gold Certification from the U.S. Green Building Council (USGBC), according to a news release. The 81,750-square-foot school opened in 2023 and was designed by Goodwyn Mills Cawood (GMC).

  • Big Horn Academy

    Big Horn Academy

    Established in 1999, the Education Design Showcase is a vehicle for showing off innovative — yet practical — solutions in planning, design, architecture, and construction. Big Horn Academy has been recognized with an EDS 2026 Project of Distinction award in the category of New Construction.

  • California High School Opens New Classroom Building for 7th-, 8th-Graders

    Santa Rosa City Schools in Santa Rosa, Calif., recently announced the completion of a new classroom building for Piner High School. As the campus transitions to a Junior/Senior High School, the facility will play home to the school’s new population of seventh- and eighth-grade students.