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Fostering Independence: Project Work for Student Technicians

Helpdesk student training and management at Carleton has focused largely on providing topical training to develop competency in customer support and Carleton's technical infrastructure so that our student techs (CarlTechs) are prepared to answer calls and support clients. However, there is always "bigger-picture'' project work that can be done beyond basic ticketing and phone support. In recent years, leveraging student hours to help complete larger-scale projects at the helpdesk has become a useful tool for increasing CarlTechs' competence and engagement in all aspects of helpdesk work. This paper outlines the structures used at Carleton to support our student technicians in this work and how those structures developed, using a few past projects as examples.