Each year, the OIT Help Desk and Computer Lab staff in New Brunswick assist first-year students during move-in days, otherwise known as the pop-up Help Desk, by connecting their technology devices and answering any tech questions to help them settle into the fall semester. This year, OIT staff will be on all New Brunswick campuses (just look for the bright green shirts!) to provide move-in support on Tuesday, August 27, and Wednesday, August 28, between 12 p.m. and 6 p.m. at each location listed below:
Tuesday, August 27
Busch: B.E.S.T Hall Courtyard
College Avenue: Honors College Lounge
Cook/Douglass: Outside of Lippincott Hall
Livingston: Outside of Tillett Hall
Wednesday, August 28
Busch: Outside of Allen Hall
College Avenue: Outside of Tinsley Hall
Cook/Douglass: Outside of Perry and Nicholas Hall
Livingston: Outside of Tillett Hall
You’ve seen how quickly and efficiently OIT staff offers technical support, but have you ever wondered what goes on behind the scenes while the Help Desk and Computer Labs prepare for the fall semester? We spoke with Marissa Guerrero, a full-time supervisor, to get the inside scoop.
When do the Help Desk and Computer Labs start preparing for the Fall semester?
We usually begin our preparations in July. This includes gathering a list of topics that our consultants feel are the most asked Help Desk questions or items we foresee being asked more frequently this year. Then, we make sure that staff are well equipped to provide solutions to these questions or concerns and that we have knowledge base articles and other resources to point students to.
What are the most important steps while preparing for students to return to campus?
It’s very important that we don’t miss a beat once the semester begins. We survey our consultants and supervisors who worked over the summer to gather a better understanding of questions that came up frequently so that we can streamline our training. This helps us design “cheat sheets” of common resources and links to provide information on common issues. We also do dry runs and modules on Canvas before our in-person training to ensure staff and supervisors are prepared for the influx of requests.
What does fall semester training entail for the OIT Help Desk and Computer Labs?
Staff gather in person for about three hours in August, and we discuss important knowledge-base articles and any topics we think will be relevant to students. Then, we all participate in an interactive check-in, sort of like a quiz, to ensure that everyone is on the same page and ready to offer the best support. After each add/drop period ends in the fall semester, we set up mentor teams to review our work. We ask ourselves, what did we struggle with? What questions did we get that we didn’t expect? So that we can improve for next year.
What are the most common questions staff get during move-in days?
The most common questions we get are how to reset your NetID password, how to connect to RUWireless Secure, register your consoles, smart TVs, and other smart devices to RUWireless (Rutgers’ Wi-Fi network), and where certain buildings or computer labs are located.
What’s your biggest tip for move-in day?
Don’t hesitate to walk up and ask us questions! We do our best to really make sure we get everyone settled in, and we are always thinking about how we can make it the most positive experience for Rutgers staff and students.
If you miss the pop-up Help Desk during move-in days, you can always visit your local computer lab or visit/call the OIT Help Desk to make sure your tech is ready for the new school year.
Tags: back to school, help and support, New Brunswick, OIT Help Desk