With budget cuts looming and needed technical repairs increasing, Bethlehem High School’s Tech Services Department had an idea. Why not establish a student help desk similar to ones already in place at many colleges and universities?
“Students are digital natives, having grown up with much of the technology that exists today,” said Chief Technology Officer Sal DeAngelo. “We have chosen to tap their innate comfort with technology to create a program where they can build skills and earn credits, while providing tech support to fellow students, teachers and other so-called digital immigrants.”
The program is now in its second year and has already been deemed a success. Overseen by the school’s two network and system engineers.
more than 45 students applied this year to be a part of the team.
“Since this is all about getting students prepared for the real, working world, they go through an interview process,” said Navaar Johnson, one of the district’s engineers who helps oversee the internship.
The students were asked simple, but important questions about why they applied for the job, what their skill-set was and were told what was expected of them. A total of 15 students were hired this year, with three more expected to be brought on next semester.
“Now in its second year, the student help desk has been a win-win for the district and for the students who staff it,” said DeAngelo.
Sixteen students were hired last year.
The students go through a two-day training session before school starts for the year to learn about the types of repairs they will be doing and a lesson in having good customer service skills. They are also taught how to use the digital ticket system teachers and staff use to submit reports for items that need repairs.
Students learn a multitude of tasks, from changing printer cartridges and changing projector light bulbs to fixing cellular phones and upgrading software. Many of the students make new friends, and get to interact with other students and teachers from different grade levels.
“It’s really great experience for the future,” said Justin Brown, the district’s senior network and systems engineer. “This could eventually open them up to become a part of their college student help desk.”
The program is open to all students in 10th grade and higher. Students can participate more than once, but can only get internship credit for one year. They work during study halls or lunch, so as not to disrupt their typical schedule.
Brown said a volunteer speaker from IBM comes in to speak with the participating students at certain times of the year. The hope is for the program to become an IBM-certified internship so they can get funding from the tech company in the future to expand.
Johnson said that with the students taking over some of the department’s less-involved tasks at the high school, there is more time to focus on the other schools as technology use expands at the lower levels.
“Hopefully by putting these students in an environment like this early, they’ll have an advantage over their peers once they get to college,” said Brown.
Garry DeGonza, a sophomore participating in the program for the first time, said he wanted to do the internship last year but had to wait.
“I’ve been interested in tech and gadgets since I was little, so this has been interesting,” said DeGonza.
The 16-year-old said he liked going into classrooms to help teachers. He was also able to get more experience working with Mac computers because he grew up around PC’s.
“A lot of my friends ask me about it and seem like they want to apply next year,” said DeGonza.
The Student Help Desk is also involved in helping develop Office365, an internal e-mail service for high school students and staff to help them coordinate assignments or group projects.
Brenna Raffe, a member of the student help desk who also works for the school’s communications office, said the dynamic is almost the same as being on a sports team. The group works well together and could be seen as an alternate activity for those who don’t want to play a sport.
Brown and Johnson said their goal is to expand the program in the future. Next year, the student help desk might open its services up to the community and repair the personal devices of students and staff.
“This is a program constantly in development,” said Brown. “We learn something new everyday and next year if we were asked where we were, there might be a completely different answer.”