Supporting Students and Technology at Stanford University

Abstract

The Office of the Vice provost of Teaching and Learning (VPTL) at Stanford University serves as a model of student technology services by supporting all matriculated students. 98% of our undergraduate and graduate students live on campus, which presents unique challenges and opportunities. We are set apart from other schools by having limited full-time management, while employing upwards of 150 student staff who support 16,000+ students. Our program uses a tiered student support system comprise of Technology Desk Consultants, Residential Computer Consultants, Operations Tech, and Peer Technology Specialists. The Tech Desk Consultants provides first tier support, triaging incoming needs. They also loan specialty technology and maintain resources that facilitate students’ academic goals. In the undergraduate residential spaces, Residential Computer Consultants live amongst their peers and assist with technical support. The main hours of documented support occur between 7-10 pm. They also provide first tier support for in-resident computer clusters/labs. Operations Techs provide tier two and three support for Stanford owned equipment and residential learning spaces. We maintain 86 computer clusters and 55 learning spaces with audio-visual technology. Peer Technology Specialist handle tier two support and teach educational workshops to all students. Our system provides a path of student growth within each job, as well as the chance to move to enhance their skill set by moving to a different technical job. Student leaders are given management specific training, and are expected to fulfill a supervisory position that includes interviewing, hiring, training, and reviewing their peers. Come to our panel to learn more about our unique program and learn techniques to build your student staff program!