TechSETS – Your “Always On” Tech Support Center

By Ric Barline

As we move towards the greater integration of technology into education, the need for trained technical support staff increases. But with the severe reductions in funding for education during the last few years, funding for technical support staff has become scarce. One result is that school and district staff who are less qualified in the field of technology are being placed into roles that were once held by qualified professionals.

TechSETS is one way the state is bridging this gap by providing an "always on” portal to all of the essential resources needed to support the integration of instructional and administrative technology in California schools.

Since its inception, TechSETS has grown in membership. Currently, it has just under 5,000 registered users. The TechSETS goal is to attract membership representing most if not all of the estimated 15,000 - 20,000 district and site-level support personnel in California.

TechSETS was created with the following four goals:

To identify technology skills needed, along with appropriate professional development.

To collaborate with stakeholders to identify cost-effective sources of training.

To provide technical resources and support through an online interactive help desk.

To provide assistance for planning and installing technology infrastructures.

Since its beginning TechSETS has continuously expanded its vision and developed additional resources and services. TechSETS now hosts more than 20 distinct resources, as described below.

MyTechDesk -

TechSETS provides a free ticket management system, MyTechDesk, for district and site technicians to track and manage requests for technical support. End-users report problems online and technicians can track responses and problem resolution for everyone in the system. Using a tracking system helps maximize resources by allowing you to document the volume of services required, spot problem areas early, “right-size” your support staff based on need, and target your training efforts. Sign up online for a demo of this excellent tool. All K-12 schools and districts in California, regardless of size, have access to MyTechDesk Standard version at no cost. This is a significant upgrade from the previous “Lite” version.

MyTechSETS -

MyTechSETS is a personal portal for technical staff leveraging a variety of resources from TechSETS. MyTechSETS is customizable and pulls together several useful tools for the mobile support professionals. These tools include:

Online storage space

Web-based favorites/bookmarks

Contact management

Content management

Training:

Within the Training Area, you'll find access to the Skills Matrix, Training, and our Provider center.

Skills Matrix

TechSETS has developed a comprehensive matrix of skills needed to support technology services in California schools. In the Skills Matrix, services are arranged by category and then broken into the related Tasks and Skills needed to support the service.

Tech PROFILES

TechPROFILES provide a picture of what the worker does in terms of duties, tasks, knowledge, skills, and traits, and the tools the worker uses. Available Profiles include: School Computer Technician, School Network Technician, and School Technology Director/Manager.

MySkillSource Training

TechSETS has negotiated with MySkillSource to bring California technologists on-line training, instructor-led classes, and professional development at steeply discounted prices. Training resources range from desktop applications to technical courses on server and network management. My SkillSource offers Online Certification Exams powered by Brainbench, the leading online skills testing and certification authority. 

Support:

Within the Support Area, you'll find access to the TechQUESTIONS, TechGUIDE, and TechSTORIES.

TechQUESTIONS

TechQUESTIONS is an online community addressing your technical challenges. It allows members to search through archived resolutions or post new questions. Questions are directed to the TechSETS helpdesk staffed by technical professionals across the state.

TechGUIDE

The TechGUIDE (TIDG) complements the California Department of Education’s Education Technology Planning Guide and the K-12 Network Technology Planning Guide. TechGUIDE’s purpose is to provide K-12 technology leaders with a comprehensive resource for developing their technology infrastructure.

TechSTORIES

TechSTORIES is a collection of promising practices in technical support, successful models or implementation strategies, and stories of success (or failure) from the field.

Tools:

Within the Tools Area, you'll find access to TechJOBS, TechRESOURCES, and TechTIPS.

TechJOBS

TechJOBS is an area designed to help find or recruit technical staff. This area includes two related resources, the Job Description Builder and the Job Description Bank. The Job Description Builder will build a custom job description based on the TechSETS Skills Matrix. The Job Description Bank is a collection of job descriptions from school districts across the state.

TechRESOURCES

TechRESOURCES are intended to comprise a "best-of-the-best" collection of resources available online to help support those responsible for making the technology work in schools. Resources include a variety of private and commercial sites offering documentation, support, tools, and other useful information.

TechTIPS

Designed to be a simple way to share tips and tricks, TechTIPS are completely user submitted and intended to capture the innovative and creative work done by school technical support professionals every day.

Members Area

The Members area provides access to your personal profile, plus a Directory to allow searches and printing of the membership directory. With the Directory tool, you may query the TechSETS membership database to find members who can help you.

Coming Up at TechSETS

The “TECH” Program

TechSETS is actively looking for additional top notch TECH program members from around the state.  These members will be asked to provide support in one or more of the following areas:

Monitor the TechQUESTIONS and respond providing answers in their area of expertise

Write articles on critical issues, emerging trends, and successful practices that will be posted on the site and/or included in an electronic newsletter that will be sent to subscribing members

Contribute to new sections of the site in areas of expertise

Provide presentations to regional conferences

Provide training on TechSETS to liaisons from each of the CTAP regions

Participate in live and/or recorded webcasts to be added to the site,

Serve as “critical friends” providing feedback and critique of the TechSETS website and services

If you are interested in joining the TechSETS team, please contact the Project Manager, Bill Simpson at bsimpson@sdcoe.net or call 858-292-3608.

TechCLIPS

TechSETS will be bringing video resources to TechSETS with TechClips – files and links to resources with short videos on technical issues.

TechQUESTIONS

TechQUESTIONS is being revitalized. A rededicated effort has been made to address every Tech question and to address incoming questions in a timely fashion. Questions are perused daily to make sure that none “slip through the cracks”. This process is currently underway. New forums are planned to meet evolving areas of interest to TechSETS users. Check the forums for new developments throughout the spring.

Redesign of the site

The web site is currently being revised to make it easier to navigate and find what you need. Additionally, plans include segmenting resources for users based on job responsibilities (technology support, administrators, and teachers) and to providing options for receiving information from TechSETS on topics of interest to you.

New California Initiatives

TechSETS will be providing updated information on CDE statewide initiatives such as

Enhancing Education Through Technology (EETT)

E-Rate and California Telecommunications Fund (CTF)

The K-12 Ed Tech Voucher Program (the Microsoft Settlement)

Technical requirements of Electronic Learning Assessment Resources (ELARS)

Conclusion

If you are responsible for planning, installing or maintaining technology in California schools, you need to know about TechSETS. The first project of its kind to focus primarily on all personnel who provide technical support from the district to the classroom level, TechSETS offers you over 20 distinct resources in one portal, and you should find all of the essential resources you will need to support the integration of instructional and administrative technology into your school or district. For more information on TechSETS visit http://www.techsets.org and sign up to become a member. Start enjoying the free benefits of TechSETS today!