Open letter to those providing tech support in educational settings

Dear Technical Support Professional,

Today I helped a faculty member I work with setup her iPads to use in her classroom. She had technical support in her college come help her set them up but they ran into problems and couldn’t come back for two weeks. This is a problem.

While I fully understand the constraints that tech support professionals operate under, especially having been one myself in a school district, it is completely unacceptable to allow faculty to struggle with a technology problem for two weeks, when in reality a day is too long.

There appears to be a misperception in the hierarchy within the organization. You see, faculty, teachers, and students, are near the top of the hierarchy, with support staff such as technical support, near the bottom. However, it appears that we have inverted this hierarchy and now support staff, in particularly technical support, believe they are able to dictate when problems will be addressed, when equipment will be setup, and which policies will be in place. I’m writing to say, enough is enough. It’s time to find your place.

Plain and simple, technical support professionals don’t get to make the rules, they don’t get to dictate policy. They get to support the people in the organization that need help with technology. Sure there will be give and take, especially as budgets continue to shrink. But you work for the faculty, teachers, and students. You are there to make their lives easier. You are there to make their teaching better. You are there to make it possible for their students to learn better. You don’t make unrealistic demands that effect teaching and learning. You aren’t qualified to make such decisions. You are there to make things possible.

I respect the knowledge, work, and commitment to your profession. I have been there. I have been technical support. I know what it’s like. It’s tough and stressful and unappreciated. You are the person people come to when they are unhappy and rarely are you thanked for your contributions. I’m not writing to be a pain. I’m writing because even though you are frustrated, stressed, unappreciated, and any number of other adjetives, you have a role. A crucial role. A role that is perhaps one of the most important in the school. Your role is to support faculty, teachers, and students in whatever they want to do in the teaching and learning process regardless of how outrageous it may sound. Innovation is outrageous by design and we need to embrace that if we are going to make a difference.

I want to thank you for all that you do and encourage you to help make things happen. We need you.

Respectfully,

Daniel Mourlam

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