Remote Support System Helps Students and Faculty

Founded in 1932, Boise State University has more than 22,000 undergraduate and graduate students. We aim to provide the best learning experience possible and prepare our students for success.

For the help desk, this means ensuring that students, faculty and staff have access to the tools and technologies they need. In addition, we must stay on top of these needs as technology changes.

The world increasingly relies on mobile technologies, and academia is no exception. Faculty members want to be able to check email from their smartphones; administrators want to access university systems when working remotely; and students expect to bring their laptop or tablet into the classroom.

To address all these areas and continue Boise State’s “students first” commitment, we had to reengineer our help desk to better support today’s academic environment.

In 2002, Boise State implemented a remote support solution to provide hands-on support at the point of contact for the managed PCs on our network. The technology had several limitations, including complexity for the support personnel, and it was solely for the Windows platform. Since approximately 30 percent of our students rely on Mac devices, that was a significant drawback. Read more.