Departmental Apprentices offer Hands-On Computer Support

Spencer Smith
spencera@oregon.uoregon.edu

Computer support is a growing need at the University of Oregon. To help meet this need, the Computing Center's Microcomputer Services group provides phone support at 346-4412 and walk-in support at the Help Desk in Grayson 151.

But often this is not enough. Faculty, staff, and students frequently have problems that a phone call can't solve, so three years ago we created a departmental apprentice program that trains students to provide personal, hands-on support to individual departments.

The apprentice program focuses on desktop operating systems (e.g., Windows and MacOS), networking, and day-to-day operations. Student apprentices can help solve problems with email, network connectivity, operating systems, and other ongoing dilemmas that may require a more personal touch. The students also make recommendations on hardware and software for departments.

However, departmental apprentices are not meant to be system administrators or programmers, and they support only the faculty, staff, and students in their assigned area. Within those restrictions, they handle most all problems that come their way. It's this direct support and personal hands-on attention that makes the departmental apprentice program so useful.

In the three years of its existence, the program has already enjoyed a great deal of success. In addition to providing a much-needed service, the program prepares apprentices for real-world support positions.

Departments who host these students provide a desk and a phone so they can field calls and make appointments with the staff in need. Apprentices are currently serving Friendly Hall, PLC, Esslinger Hall and the surrounding area, the Moss Street buildings, and Geology and adjacent departments. They are paid through an Ed Tech allotment, so participating departments are not charged for their time.

Departments wishing to be considered for the student apprentice program may contact Spencer Smith (spencera@oregon.uoregon.edu; 346-1752). Students interested in becoming apprentices are encouraged to come to 151 Grayson Hall and fill out an application. A reasonably high level of knowledge in networking, Windows, MacOS, or related areas is required.