Raymond Pfaff
ABSTRACT
This paper will discuss the formation and continuing evolution of Steinhardt Technology Services? Audio Visual (AV) Support Service. This service was created in response to New York University's technology enhanced education initiative. The Steinhardt School of Culture, Education and Human Development leveraged this initiative in order to grow their Technology Services catalog by offering AV support. This decision was influenced by a large increase of support requests for Steinhardt's learning spaces. Steinhardt Learning Spaces are physical spaces on campus with installed technology that are used by faculty, staff, and researchers. The AV Support Service was formed in April of 2015 and this paper will delve into the successes and challenges of spearheading a new technology-based service within higher education and the various changes that have occurred in the last year (2015-2016). The expansion of the service from a single full-time staff member to the addition of two part-time workers will be addressed, and subsequent changes to internal operating procedures will also be outlined. Analytics pulled from our ticketing system will help to illustrate the growth of the service as well as the diversification of requests including troubleshooting, event support, training, and technology instructional recommendations. We will also discuss what changes need to take place going forward and how the service will need to grow in order to accommodate the increased demand for AV support.
- Web Site: http://steinhardt.nyu.edu/about/at_a_glance July 22, 2016Google Scholar
- Web Site: https://steinhardt.zendesk.com July 22, 2016Google Scholar
- Web Site: http://steinhardt.nyu.edu/technology/learning_spaces September 14, 2016Google Scholar
- Web Site: https://steinhardt.zendesk.com/hc/en-us/articles/214255143 September 14, 2016Google Scholar
Index Terms
- The Road to Building AV Support in Higher Ed
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