At Montclair State University, Assistant Director for
Academic Technology John O’Brien explains that the help desk is based on The
Distributed Technology Support Model that was born out of Educause. When a call
comes in, the responding technician will first assess the problem using
Crestron’s RoomView. If they can’t solve the issue remotely, they will attempt
to resolve it on site. If that’s not possible, they will send a ticket to the
university’s central IT department, which then routes it to AV Services. And,
finally, if AV Services has no luck making the fix, they will call the local AV
dealer––with which the university has a service contract––so that repairs or
hot swaps can be made within 48 hours.
Casey Foulds, higher education relationship manager at
control systems manufacturer AMX, says that the separation between AV and IT at
university help desks is less and less. “Most universities are now creating
consulting teams to help get all tech support on the same page since more and
more AV equipment becomes network-centric,” he stated, adding that good working
relations between AV and network support is imperative.
“This can be
accomplished by inviting members of the network team to AV discussion meetings
and sharing documentation with IT networking personnel on how these
network-centric AV pieces operate on the network,” Foulds said.
Carolyn Heinze is a regular contributor to AV TECHNOLOGY magazine. Read more of her higher ed tech coverage in the September edition of AV TECHNOLOGY.