The Academic Computing & Media Services (ACMS) Help Desk is students’ central source for technology assistance on campus. Chuck Rose is the Help Desk/ResNet Manager and oversees the support provided by the Help Desk.
“There is no typical day at the Help Desk,” Chuck said. The knowledgeable technicians at the ACMS Help Desk routinely answer questions about residence hall networking, email, and computer lab printing—and even that only begins to scratch the surface. They spring into action when service outages arise to resolve them quickly. Chuck described the two biggest issues handled by the Help Desk: “Almost every day we see something having to do with viruses [or] malware…and there’s usually always somebody that comes in to talk to us about wireless issues.”
The ACMS Help Desk can address so many different issues because of the cross training technicians receive. This gives them the breadth of knowledge required to serve the varied needs of students, faculty, and staff. These technicians are supported and reinforced by the Help Desk career staff. “I’ve surrounded myself with a staff that [is] amazing,” Chuck said, “and that’s what allows us to do good work at the Help Desk.”
Supporting students, faculty, and staff is the top priority for the ACMS Help Desk. To achieve this goal, Chuck and his staff are trying to create a culture that encourages technicians to do whatever it takes to help get issues resolved. Central to this effort is the servant leadership model, which Chuck explained is “different than your traditional top-down leadership and much more focused on the idea that leaders are there to support the people who report to them.” Technicians who self-identify as “leaders among leaders” get the opportunity to go through servant leadership training so they can be effective resources for their fellow technicians. One of the things that satisfies Chuck the most about his role at the ACMS Help Desk is getting to be part of the personal and professional development of the student and career staff.
Last year Chuck was elected as the Clerk of the national board of ResNet Inc. “I take the minutes during our monthly meetings but also get to provide direct input on our discussions,” he said in describing his duties. The board’s primary work is organizing ResNet Inc.’s annual student technology conference, which provides an opportunity for those involved in educational technology to share information and network with each other.
If you ever have a technology problem, Chuck and the ACMS Help Desk team are there to help. Contact them today!
ACMS Aces is a series of articles that highlights the dedicated employees of ACMS at UC San Diego. Keep checking back to find out more about the people behind the magic at ACMS!