Help Desk Relieves Student Stress When Tech Becomes Tough
Posted: May 14, 2012
When Jamil Baghshi was in high school, his first computer stopped working shortly after he plugged it in. He tried a few repair tricks on his own, but eventually recruited help from a technical support line and discovered that he had simply loosened one of the wires. He was able to get it working and has loved computers ever since, pursuing multiple academic degrees in computer science.
Now, many years later, he works on the Student Help Desk at Mt. Hood Community College (MHCC), helping students with similar computer issues.
The Student Help Desk was formed in June 2011 when Jeff Ring, library director at MHCC, called on Heather Glogowski, newly hired technical services coordinator, and Diane Schmitt, public services manager, to fill a gap in the library’s student services.
Helping Students Succeed
“Before the Student Help Desk was formed, students didn’t have anywhere to get their technical questions answered,” said Glogowski. “We found a way to help students be successful, which is what we are here for – and also gives us the most satisfaction.”
Baghshi and another employee, Jaime Romero-Garcia, supervise work-study students to provide computer support for MHCC students. The desk fields an average of 140 questions a day for such things as printing, scanning, photocopying, software help and other basic computer issues. The staff focuses on educating the students they serve, instead of simply doing it for them.
“It’s like a puzzle,” Baghshi said about understanding computers, going on to describe one memorable situation with a student he helped. “It was her first time using a computer. She figured out how to turn it on. She figured out how to open up Microsoft Office. She just didn’t figure out how to type. She’s good now, though.”
“My favorite thing about working here is teaching a student something new and seeing them apply it and continue to improve,” said Romero-Garcia.
Students Find the Service Helpful
The Student Help Desk has received positive feedback from both employees and students in its short tenure. “The ultimate goal is to be the first point of contact for all MHCC students with questions about software or login issues,” said Glogowski.
One satisfied customer, Nicholas Heggenberger, class of ’13, likens the Student Help Desk to the library’s very own “Geek Squad,” similar to the service offered by a certain big box electronics store. “They are friendly and eager to assist with technical complications.”
MHCC students can access the Student Help Desk in the library on the Gresham Campus, Monday – Thursday, 8 a.m. – 9 p.m.; Friday, 8 a.m. – 5 p.m.; Saturday, 11 a.m. – 5 p.m.; and Sunday, 1 – 7 p.m. Students may also email email@example.com and a staff member will respond within 48 business hours.
By Jamilyn Mohr