Winnie Ling Luper
ABSTRACT
Serving a university community of over 49,000 students and over 20,000 faculty and staff is an ever evolving challenge. The Rutgers University Office of Information Technology in New Brunswick has a unique Help Desk and Computer Lab staff. The Help Desk and Computer Labs are run primarily by 300 student workers, along with 20 full-time staff. This arrangement presents a unique dilemma on how to train both student and full-time employees. Our training programming is based on the belief that we all can learn something from each other. This benefits our organization because it allows full-time staff to be current with technology and empowers our student staff to take on leadership roles. This approach allows our operation to evolve at the same pace as technology and campus changes. Training occurs in a variety ways including scaffolding, classes, and the use of repositories. Current needs for training are evaluated regularly through committee, staff and customer feedback, and the evaluation of technological trends. Classes and modules are based on common issues that our students may encounter while on the job. However, we also offer training in popular hobbies like building a computer, 3D printing, and App design. The autonomy and creativity given to our employees for training benefits us immensely. Students have developed apps to streamline work processes as well as enable the organization to take on new challenges such as a new staff portal and expanding our digital signage footprint.
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Index Terms
- Investing in Your Training Portfolio: Diversifying Training Methods
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