WSU Technology Knowledge Base:DLC STARS Welcome Guide
Welcome to the e-Warrior Digital Learning Center Team
Thanks for joining the DLC STARS (Student Technology and Resource Specialists) Team! I am sure you will enjoy your job and be a great addition to our team.
Table of Contents
[ Welcome to the e-Warrior Digital Learning Center Team 1]
[ WHO ARE WE? 2]
[ GUIDELINES 2]
[ Hours 2]
[ Attendance 2]
[ Dress Code 2]
[ Timesheets 3]
[ TYPES OF TRAINING THAT WE DO 3]
[ Laptop Distribution and Exchange Sessions 3]
[ General Workshops 3]
[ 1:1 Help 3]
[ Custom Training w/Faculty 4]
[ The WSU Technology Knowledge Base – soon to be learn.winona.edu 4]
[ IMPORTANT LINKS 5]
[ WHAT IS ON THE DLC WORKSITE? 5]
[ HOW DO YOU GET STARTED? 6]
[ THINGS CHAR NEEDS TO START WITH … 6]
[ Your Responsibilities 6]
==
WHO ARE WE?==
- The DLC STARS Team is a group of students dedicated to helping all WSU students feel comfortable engaging in the technologies available through the e-Warrior: Digital Life & Learning Program at Winona State University.
- Students each have their own areas of expertise but are cross trained to help each other.
- We are a part of Teaching, Learning & Technology. The rest of our department is located over in Maxwell. We are located in Somsen because we work with student training.
GUIDELINES
Hours
- DLC STARS generally work around 15 – 20 hours during the school year. In the summer you can have up to 40 depending upon work load.
- DLC STARS need to plan on working during breaks. If you need time off let me know.
Attendance
- Be on time for your shift.
- If you will be late, are sick, or cannot come in for some reason please contact your supervisor (Char Gorak) as soon as you know.
- 507-457-2520 (work)
- 507-452-1004 (home)
- 507-450-3938 (cell)
- cgorak@winona.edu
- If you will be late, are sick, or cannot come in for some reason please contact your supervisor (Char Gorak) as soon as you know.
- If you cannot make a scheduled workshop or training session it is up to you to make sure one of the other STARS can cover for you. If this is not possible please be sure your supervisor knows.
- If you want time off – that’s easy – just ask! If there is nothing important going on at the time it will be no problem.
Dress Code
You are a representative of IT, TLT, DLC and TLC. It is very important that you set a good example for Winona State.
- Dress Shorts – These can be worn but they should not be the short, short ones. Your shorts should come to right above your knee.
- Jeans or Capris – These are okay to wear as long as they are clean and fit appropriately.
- ''''Dress Pants – These are always okay to wear as long as they are clean and fit appropriately.
- Tube Tops, Spaghetti String Tops, Low Cut Tops, Tight Tops – These are totally inappropriate.
- T-Shirts, Casual Summer/Winter Shirts, Sweatshirts – these are okay to wear as long as they are clean and fit appropriately.
- Cap or Hats – If you are in contact with customers, you are to not wear a cap or hat. If you need to wear one to go from one building to another during bad weather this is permissible, but we ask that you remove it upon working with customers.
Timesheets
- I would prefer that these are filled out daily.
- Make sure you submit them when due otherwise you may not get a paycheck for that time period.
TYPES OF TRAINING THAT WE DO
Laptop Distribution and Exchange Sessions
- DLC STARS lead all laptop distribution and exchange sessions. These sessions are generally held during the first weeks of the semesters and in the summer time.
- Because of summer distributions DLC STARS will work 40 hours during most of the summer.
- You should be at least 15 – 30 minutes early for these sessions, all setup and ready to go when students arrive.
General Workshops
- We offer many different flavors of technology in one-hour hands-on workshops that are offered at different times on different days to accommodate students’ schedules.
- The courses are created and delivered by the STARS.
- New workshops offered each month during the Fall/Spring semesters.
- You should be at least 15 – 30 minutes early for these sessions, all setup and ready to go when students arrive.
1:1 Help
- Walk-in (if DLC is available). Front Desk will call back to our area to ask for assistance.
- If the Front Desk has not created the ITSM call it is your responsibility to do so. Please take a notepad with you when you meet with students to get their names and warrior ID’s in case you need to create the call.
- Go out to the Front Desk, greet the student and take them into Somsen 207e. If there is a meeting going on in there you will need to bring them back to our area or go into the small conference room by our area.
- After your meeting you need to go into ITSM, update the call with meeting information and then close out the call.
- 1:1 Appointments
- Appointment requests are entered into ITSM (our contact management software).
- We have a dedicated desktop for ITSM.
- The requests will be assigned to you by your supervisor.
- It is your job to contact the student (either email or telephone) to set a date and time to meet.
- Contact the student every 2 days if they are not responding. Do this 6 times. If after the 6th time you have not heard from the student show your supervisor the call. The call will then be referred on or else or closed depending on what it is for.
- Be sure to keep track of all correspondence (each time you contact the student should be recorded in a new event).
- All correspondence must be recorded in the ITSM call.
- Front Desk will notify you when your appointment is here. Go out to the Front Desk, greet the student and take them into Somsen 207e. If there is a meeting going on in there you will need to bring them back to our area or go into the small conference room by our area.
- After your meeting you need to go into ITSM, update the call with meeting information and then close out the call.
- Make sure the “call category” is “one on one” before you close the call.
- Appointment requests are entered into ITSM (our contact management software).
Custom Training w/Faculty
- Stars are available to go into the classroom to present technology presentations to students as requested by the instructor. This depends upon STARS availability.
- Anytime
- Can schedule workshops outside of classroom time, depending upon STARS availability.
- We are trying to replace going into the classroom with online training in our wiki.
The WSU Technology Knowledge Base – soon to be learn.winona.edu
- This is our WIKI and it contains all of our help documentation. It is our responsibility to keep this up to date.
- We use MediaWiki for this.
- We will be updating this wiki to learn.winona.edu (a new server).
- Training Materials
- Use software such as Softchalk LessonBuilder (powerful web lesson editor), Camtasia Studio (screen recording software) and Screenflow (screen recording software for Mac) to create engaging help materials.
- These can be put on the WIKI or sent separately to students/professors.
IMPORTANT LINKS
- WSU Knowledgebase Wiki
- learn.winona.edu (soon to be our new wiki)
- DLC Web Site
- Teaching, Learning & Technology Web Site
- DLC Worksite
- DLC Workshop Lookup
- Student Timesheets
- DLC on Twitter
- WSU Social Media Web Page
- Winona State IT Facebook Page
WHAT IS ON THE DLC WORKSITE?
We use the DLC Worksite to stay in touch with each other and to share documents and information. Our site is a tab off of the TLT Worksite. You should check this site every day for any new information/announcements that may be posted there.
- DLC STAR Schedule
- Announcements
- Shared Documents
- Custom Training Calendar
- Assigned DLC Projects
- DLC Time Off Calendar
- Contact Information
- Much more ……….. go and take a look.
HOW DO YOU GET STARTED?
The best way for you to get started in your new role as a DLC STAR is to spend time with the other STARS. Watch, learn and ask questions. Also, make sure you have an ITSM account and rights to web and work sites. Le Char know if you need rights to something.
THINGS CHAR NEEDS TO START WITH …
- Your Request For Hours form
- Your contact information
- Cell phone number specifically
- Your preferred platform (Mac or PC)
- STARS have preferred platforms but are expected to be able to help students on both platforms if needed.
- A listing of your “specialty areas”
- What you are good at and can help others with
Your Responsibilities
- You need to check ITSM every day at the start of your shift and a couple times during it. Any laptop distributions, exchanges or VMWare workshops will be listed here. Also this is where all of your 1:1 calls will be found. It is y our responsibility to know when these workshops and 1:1 sessions are and to be ready for them. Char will help as much as possible.
- Keep yourself busy. If you do not have a workshop or are not working on a specific project you should be learning something new. All DLC STARS have Lynda Online Training accounts. Use your spare time to learn something new that you can use to help other WSU students.
- Get your 1:1 calls done as soon as possible.
- Be sure to be at least 15 minutes early for any workshops that you will be presenting (unless you are coming from class and this is not possible.)