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ABSTRACT

At universities and colleges with decentralized IT support, small departments rarely have local staff to solve technology problems. Large departments at these institutions often provide their own IT staff. This system often creates an uneven computing environment by placing smaller departments at a technological disadvantage.The University of Oregon's Microcomputer Services group has created the Department Apprentice Program to provide in-person support for small departments. The program helps to provide a base level of computer support required by these departments to operate effectively. The program employs students to provide this support, creating real-world training and growth opportunities for student staff.This paper explores the structure of the Department Apprentice Program, describes its rules and limitations and discusses the challenges of operating such a program.

INDEX TERMS

Primary Classification:
  K. Computing Milieux
  K.6 MANAGEMENT OF COMPUTING AND INFORMATION SYSTEMS
      K.6.1 Project and People Management
          Subjects: Staffing

General Terms:
Human Factors, Management

Keywords:
customer service, staffing, technical support