Why are Institutes Turning to Student-Run Help Desks?

Several institutes have developed IT support programs that allow students to obtain hands-on experience with technology while also extending their assistance to the classroom, staff, and students.

Fremont, CA: Several school districts have developed IT support programs that allow students to get hands-on experience with technology while also extending their assistance to the classroom, faculty, and students. While students get valuable real-world experience, districts can count on additional assistance. In K–12 school systems, IT personnel often have to overwork, and staffing help desks with student workers have shown to be an increasingly effective way to deal with an inflow of help requests brought on by the expansion of educational technology. Schools use computer-savvy students as a resource for these programs, freeing up IT staff time for other tasks.

Schools are turning to student-run help desks because Student tech helpers get real-world skills in exchange, including experience coordinating many tasks and delivering customer support, as well as repairing and diagnosing gear and software. Students create passwords, install software, solve Wi-Fi or login issues, provide technical help for websites, and learn how to use instructional tools. All of this work helps to prepare children for life after school while also aiding the educational community as a whole. It fosters the professional growth and development of students and enhances teaching and learning support.

IT help desks are managed by students, where trained students answer queries from instructors and others in their school communities about technology. Such programs, which are usually run by school technology specialists and offered as an option to middle and high school students, give kids hands-on experience in an area they might want to pursue as a career. Prior to the pandemic, these help desks needed students, and IT teams to collaborate face to face. But, as instructors point out, that model has changed: with remote learning thrown in and student assistance at home, they've had to come up with new ways to put them to work.

For student-run help desks, schools have embraced best practices, such as awarding credits or grades for involvement. Furthermore, some schools allow students to share their knowledge with the general public.