Tech Department Core Services
There was a time when technology departments were just seen as technical support, district compliance (also known as “control”) and managers of information. It was the office filled with “geeks” who knew very little about teaching and preferred to speak in bits and bytes. It was often treated as a separate entity responsible for making sure equipment was working properly and protecting the data in the network. While the work of support, installation and maintenance are still a vital component of tech department services, it can no longer live alone in our 21st century learning environment.
“Tech support must combine with professional development, technology vision and strategic technology planning for successful integration.”
I believe there are three core services the technology department has to provide in order for successful technology integration in K12 schools/districts. And all three are equally important and can no longer be left without the other two. The three core services are Support Services, Professional Development, and Strategic Planning, Research, & Documentation.
The objective of support services is to maintain and install infrastructure equipment in the classrooms. Tech support is a thankless job often, and it requires a certain fortitude to be successful with mounting odds. I have seen some outrageous numbers of computer to technician ratios. Nevertheless, support services is a critical component to building trust in technology. No matter how talented a teacher is with technology integration, without working equipment, it could prove difficult. Timely and efficient support services goes a long way with school buy-in of technology. It is important as well to develop a tech support culture of empowerment and not control.
“Successful technology departments are not troubleshooting day-to-day tech support tickets, but rather empowering users and providing structured professional development.”
Putting technology in the classroom without proper professional development = money squandered. You can invest in tons of equipment, but without proper training and structured professional development, much of the equipment can sit there acquiring dust. Professional development is the key driver in any technology integration as it creates the culture needed for technology adoption. As a side note, the more technology proficient our K12 users are, the less tech support tickets are submitted.
“Implementing changes in technology requires thorough planning and strategy when dealing with such a diverse user base.”
Strategic Planning, Research and Documentation
With the rapid changes that occur in technology, the tech department has to be actively planning and researching what is available for K12 schools. There needs to be a continued focus in emerging technologies and a culture of life-long learning. In just the past few years, developments in technology have “changed” the game in how technology can be infused in the classroom. Without strategic planning with academic departments, the tech department can be left with programs to support that don’t align with technology vision. It is more and more critical that the tech department collaborate with other departments and develop plans that are aligned across all stakeholders.