Just 11 support staff are responsible for providing IT support and training services to 42 school districts within the Region 14 Education Service Center support area. So how can such a small team serve over 160 campus sites, 200 administrators, 4,000 teachers and 43,000 students dispersed over hundreds of square miles?
The team only has one network administrator to serve the service center and its staff, and as educational funding continues to decrease, most schools have few dedicated IT technicians on site. Technicians at the individual school level are typically teachers or aides who have been asked to wear an extra hat and often have little IT training.
Prior to Bomgar, the Region 14 support team had minimal remote control capabilities. Whether it was an urgent server incident or a routine email support issue, support staff usually had to drive to each client site for most issues.