This is an update on our support of classrooms in conjunction with LSA ISS. A team of LSA IT and LSA ISS staff recently completed an in-depth analysis of our support of classrooms, what has worked well, and where there are opportunities for improvement. While many aspects of support were working well, two main areas for enhancing our classroom support were identified: providing more depth to tier 3 Mac infrastructure support and providing a focal point/shop with additional staff within the Computer Support Group (CSG) for working through on-going classroom support needs. In response to addressing these needs, the following staffing changes are in process:
- We will soon be hiring a new systems administrator (intermediate) on the infrastructure team. While there will be some degree of cross-training across infrastructure team responsibilities, the primary responsibilities of this role will be providing tier 3 Mac infrastructure support.
- We are creating a new space — Angell Hall G240 — which now houses CSG staff working primarily on classroom support. This space will be the physical focal point of classroom support activities in LSA IT. Tully Svekric will continue working on classroom needs and will be housed in this space, along with John Cross and Brad Sharp. Brad will be the lead for this CSG shop similar to the roles filled by Dennis Blay, Sheri Thornton, and Karen Wilson in the other three CSG shops. While classrooms will be the primary focus for this new shop, there will also be a degree of cross-training and work with other areas of CSG.
- Balancing the transitions out of the Advocacy and Research Support (ARS), Adam Lane will be moving to ARS and we are working through the new hire process for an additional person in ARS.
- Finally, related although perhaps tangentially, account management responsibilities will be transitioning from Gloria Love in CSG to the new Customer Experience Team managed by Lisa Callihan. This will increase account services for LSA by having an entire team able to provide these services, and will balance workload transitions in CSG by dedicating Gloria's full time to desktop support. The exact timeline of this transition is still to be determined, based on hiring for the current open positions on this team. More info to come.
Feel free to contact your manager or me with any questions.