SIGUCCS 2016

In this paper, we will discuss the formation and continuing evolution of Steinhardt Technology Services’ AV Support Team. This unit was created to accommodate the rising number of request for support within Steinhardt’s learning spaces over the last several years. Steinhardt Technology Services regards any classroom, conference room, lab, or flex space in which technology is being leveraged to achieve a university goal (be it administrative or instruction based) as a learning space. The AV Team was formed in April of 2015 and we will be using its brief history to delve into the successes and challenges of spearheading a new technology-based service within higher education.

We will be covering the changes that have occurred in the last year. We will discuss the expansion of the team from a single full-time staff member to the addition of two student workers. We will outline the resulting changes that occurred - from community demand to improvements to internal operating procedures. This discussion will include the approach taken in training, indoctrinating and communicating with the student workers as well as how their efforts and feedback has helped shape these processes and the future of the team. We will point to analytics pulled from our ticketing system to show the growth of the team’s ticket volume as well as the diversification of the team’s services from troubleshooting to event support, training and tech based recommendations in course design.