Desktop Support & More

I read the pages for this week's discussion blog, and I kept thinking to myself that I would really concentrate on gaining a new perspective and understanding for our own IT department. Well, at least that was my intention! I read the sections that dealt with ergonomics, licensing of software, help-desk setup and procedures, etc. and couldn't help comparing what I read in the text to what I have been experiencing at my job. Instead of gaining a more understanding perspective for our IT shop, I couldn't help but feel even more frustrated and impatient with how our IT department handles our requests and problems.

The most important information I came away with was a deeper understanding of what goes into a successful IT operation, including the level of detail of tracking and bidding for equipment and software. I knew that IT had to track all of the hardware and software for each individual user, but was surprised to find out how detailed and necessary this tracking is for the end-users. If IT does not keep accurate records of licensing agreements and upgrades, software may cease to operate. Another important aspect of correct tracking procedures helps IT to keep a consistent and advantageous replacement schedule, to keep from spending too much too soon, or too much later on because equipment wasn't replaced in a timely manner.

The proper licensing of software is crucial for end users to be able to do their jobs with the appropriate tools, as well as allow them to work away from the district or office building setting that they normally use. Proper licensing is also important to keep all of the IT clients, whether they be students or teachers or administrators, working at their best capacities. It's also comforting to know that there are products available to help you monitor and maintain both equipment and license agreements to help you keep track of the applications you already have, as well as what you may need to purchase in the future.

I personally know what security threats can happen from getting a virus on your computer, since my pc was compromised recently by getting a nasty worm virus, and then being a part of spreading it to some of my colleagues. What I didn't realize was the security threats that are also prevalent from ad ware and spy ware and other internet websites. It's crucial to be able to recognize security threats that may be coming from many sources, other than what comes through your everyday email messages.

As I started out hoping that I would gain a better understanding of what our IT department has to deal with, I have only become more frustrated with their incompetence and inaccurate information. I won't bore anyone with the many examples I have accumulated of the incompetence, but the latest was their inability to answer a simple question of whether our office holds network or individual licenses for a particular software package we use every day. I have made several calls our help desk, along with several emails, that have proved fruitless. Not really knowing where to go from here, it has put our purchase of upgraded software on 'hold' for the office, at least for right now. Frustration seems to be the key word for now. If I get better results, I'll have to let you know.