The College of Business’ information services staff wants to make one thing perfectly clear: Asking the helpdesk for assistance means never having to say you’re sorry.
“That’s what we’re here for,” said Doug Weir, operating systems and network analyst. “You’re not bothering us.”
Weir and six colleagues, including four student workers, took an hour during spring break to talk about keeping Austin Hall’s hardware and software functioning at peak performance.
Weir, Alan Sprague (engineer/systems administrator), Kirk Wydner (operating systems and network analyst) and Kyle Ribacchi (information technology consultant) all have specific areas they focus on – virtual desktop infrastructures, server site management, end-user computing, etc.
“But we all can cover for each other,” Sprague said.
The College of Business’ tech arsenal includes about 300 PCs and roughly five dozen servers, one of which is home to more than 1.3 million files.
The college’s move to Austin Hall meant relocating to possibly the most technologically integrated building on campus, Sprague said. Consider, for just one example, the electronic key card and reservation system that coordinates use of the project rooms; or for another, the rooftop and interior sensors that control the intensity of office lighting.
“There’s not a single space in Austin that doesn’t have some IT component,” he said.
The information services staff generally includes about 20 students who put in varying amounts of time. The students help close out helpdesk “tickets” – requests for tech support, of which there are typically around three dozen open – and do whatever else is needed to keep the college digitally functioning.
“They get invested in the college and what we do,” said Sprague, who along with his colleagues is proud and pleased to be able to help the student crew learn, grow and become job ready.
The main skill set stressed to the students working the helpdesk is customer service.
“It’s about getting the person on track, solving their problems,” said Paul Van Wagoner.
Fellow student worker Robbie Toombs pointed out that the No. 1 helpdesk priority is any ticket involving an instructional need “so students can actually get the full benefit of the classes they’re paying to take.”
Weir said student workers leave OSU with the skills to be junior-level system administrators at major corporations. Sprague said most receive multiple job offers.
“It’s a very giving and upbeat environment,” Mike Stuckart said.
Added Albert Le: “I’ve gained lots of knowledge I don’t think I could get anywhere else.”
