In a world of BYOD campuses, we are supporting an ever growing list of technology – currently our students support 18 different devices (not counting IoT), 9 different OS, 25+ software titles, and 20+ cloud and server based services. In order to adapt to the changing tech sphere, we had to adapt an approach to tech support and training. Most problems are not tech problems, but tech interaction problems – so we have to understand how people are using these devices. Tech support based on understanding patterns of behavior, tech interactions, and people – then knowing how and where to find answers, and how to apply general tech principles to various tech-related issues.
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