Course: LCSO 201: Academic Technology Support Operations | LaneOnline

  • Welcome to Academic Technology Support Operations

    • Enroll yourself in this course:

      In the main course page under the title you can use the "Enroll me in this course" button.

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    • About this course: 

      Start here

      This course covers the knowledge and skills required provide end-user support in the Academic Technology Center (ATC).  This course will take about 120 hours to complete, including on-the-job training and assessments.

      In this course you will find Quizzes and Checklist certifications. Quizzes are a way to check your understanding of key ATC concepts. Checklist certifications are a way to demonstrate proficiency with our documentation. You can complete the quizzes on your own, but you will need to consult your supervisor in order to complete a checklist certification. A passing grade on all quizzes and checklist certifications, as well as a passing grade on the final, are necessary to complete this course.

      By completing this course, you will earn a Academic Technology Support Technician certificate and proceed to LCSO 301: Online Course Building Support

    • Improving this Course Forum

      As you go through this course, please note any broken or confusing materials, activities, or quiz questions here.

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  • Instructions: Clicking on the section name will show / hide the section.

  • 1
    • The Basics

      Learn the basics of working in the ATC and the need to knows for student workers. Some things covered in this section:

      1. Learn about the attendance policy and how to send absence notifications.
      2. How to process email and use the phone.
      3. Routing and escalation and how to use our project management platform.


    • ATC Basics (5 resources) Page
      Students must
      To do: Mark as done
    • Basics Quiz
      Students must
      Receive a grade
      Receive a passing grade
    • FERPA

      FERPA training is mandatory for all student workers. Upon successful completion of the course below, you will be given a FERPA certification.

    • FERPA Training URL
      Students must
      To do: Mark as done
    • LETS Intro

      Please review this section if you are a LETS (non-work study) student.

    • LETS Handbook URL
      Students must
      To do: Mark as done
    • LETS Quiz
      Students must
      Receive a grade
      Receive a passing grade
    Topic
    1
  • 2
    • Faculty FAQ Support Basics Page
      Students must
      To do: Mark as done
    • New Hire Greetings

      When new employees are hired at the school, a Google account is created for them. This generates a notification sent to the ATC containing information about the new hire and the hiring manager. We have a specific process of responding to these new hire notifications. 

      1. Follow the checklist carefully each time to complete task without any hiccups.
      2. Move emails to the New Accounts folder after sending.
      NOTE: As of 7/8/2024, this process is now automated. You should still know how to do this, but you will only be doing it in the event that it breaks!
    • Employee New Hire/New Account Greetings URL
      Students must
      To do: Mark as done
    • New Hire Greetings Quiz
      Students must
      Receive a grade
      Receive a passing grade
    • New Hire Checklist Certification Assignment
      Students must
      Receive a grade
    Topic
    2
  • 3

    • Triage, Email, and Basecamp

      Triage is processing customer requests based on urgency. This allows you to plan and process the most important requests first and complete them in that order.

      1. Use Triage Practices to complete email, basecamp tasks, and general requests both in-person and virtual in an efficient manner.
      2. Use Basecamp to keep track of new requests, urgency of requests, and progress of requests.

    • ATC Email, Basecamp, and Triage Procedures (6 resources) Page
      Students must
      To do: Mark as done
    • ATC Phones URL
      Students must
      To do: Mark as done
    • Triage Quiz
      Students must
      Receive a grade
      Receive a passing grade

    • Gmail Support

      Lane's primary email client is Gmail. You will often get questions on how to use different functions and how to use other Google workspace application in conjunction with Gmail.

    • How to Change Default Email Client (KB Article) URL
      Students must
      To do: Mark as done
    • Gmail Delegate (Proxy) Access URL
      Students must
      To do: Mark as done
    Topic
    3
  • 4

    • Moodle Basics

      The below pages are great resources for not only new faculty/staff, but also for new ATC student workers. Use them to familiarize yourself with basic technical processes.

    • Instructor Moodle Course FAQ (Help Article) URL
      Students must
      To do: Mark as done

    • Moodle Support

      These are some common requests ATC receives for Moodle support. This does not cover everything but it is a starting point for the info that will be later given in LCSO 301 and 302.

      1. Follow the checklist to complete an Import/Restore request.
      2. Learn about course archives, gradebook, and Moodledocs (a resource to rule them all for Moodle).

    • Tips for Success Page
      Students must
      To do: Mark as done
    • Import and Restore in Moodle (3 resources) Page
      Students must
      To do: Mark as done
    • Other Moodle Resources (Archives, Gradebook, MoodleDocs) Page
      Students must
      To do: Mark as done
    • Import or Restore Checklist Certification Assignment
      Students must
      Receive a grade
    • Moodle Support Quiz
      Students must
      Receive a grade
      Receive a passing grade

    • Question banks

      This topic is also covered in LCSO 301, but here's a basic run down of question banks and quizzes.

    • Moodle Question banks (3 resources) Page
      Students must
      To do: Mark as done
    • Aiken Conversion Checklist Certification Assignment
      Students must
      Receive a grade
    • Question Bank Quiz
      Students must
      Receive a grade
      Receive a passing grade
    Topic
    4
  • 5
    • The HelpJuice Knowledgebase (HJKB)

      HelpJuice is used to host and manage our knowledgebase articles. ATC student workers and staff are in charge of maintaining the ATCs section of the knowledgebase.

    • Knowledgebase (4 resources) Page
      Students must
      To do: Mark as done
    • KB Quiz
      Students must
      Receive a grade
      Receive a passing grade
    Topic
    5
  • 6

    • Equipment Checkout

      Instructors can come to the ATC for equipment checkout for things like dongles, various cables, iclickers, small cameras, tripods, and other items. Check out the equipment cabinet to see it all. In this section you will learn:

      1. How to use the equipment checkout site, myTurn.
      2. Chromebook processing and management.

    • ATC Checkout (1 resource) Page
      Students must
      To do: Mark as done
    • Equipment Checkout and Inventory Quiz
      Students must
      Receive a grade
      Receive a passing grade
    • Chromebook Imaging

      We frequently check out Chromebooks to faculty and staff. When they are returned, we need to make sure they are "imaged" and ready to go for the next customer.

    • Chromebook Imaging URL
      Students must
      To do: Mark as done
    Topic
    6
  • 7

    • Enhanced Classroom Support

      You should already know how to operate the AV equipment in Enhanced Classrooms.  In the ATC, we are often asked to assist faculty in classrooms with equipment operation. Be sure you are ready and know how to: 

      1. Troubleshoot for instructors in smart classrooms.
      2. Set up classrooms for presentations and workshops in ATC and other rooms.
    • Enhance Classroom Support (4 resources) Page
      Students must
      To do: Mark as done
    • Smart Classrooms Ops Quiz
      Students must
      Receive a grade
      Receive a passing grade

    • Scheduling in the ATC: 25 Live

      25 Live is the calendar application that is behind the Lane Events (on the LaneCC home page). You will use this tool to schedule ATC events and to reserve classroom CEN 219 for groups who wants to use it.  If you need to review how to open and search Lane Events and 25Live, see S2S 104.

      1. Get all the information from the requester before ending the first contact with them.

      2. The campus scheduler is Brent Ellison.

      3. Follow the checklist for mailing the weekly to complete the chore.

    • Scheduling 25Live Events and Mailing the weekly (3 resources) Page
      Students must
      To do: Mark as done
    • 25Live Quiz
      Students must
      Receive a grade
      Receive a passing grade
    Topic
    7
  • 8
    • ScreenPal

      ScreenPal is used to capture and record your computer screen as you record audio. Instructors use this application to create course introductions, Powerpoint videos, and online tutorials.  You must be prepared to show an instructor how to use ScreenPal with various applications.  Please do the following exercise:

      Record a video, with audio instructions, of yourself opening a web page and copying some text from the web page into a Google doc, then saving the Google doc as a PDF and deleting the file.

    • ScreePal (3 resources) Page
      Students must
      To do: Mark as done
    • Screencast Quiz
      Students must
      Receive a grade
      Receive a passing grade
    • Video Editing and Media Services

      We will have instructors that come in, in need of help with creating a video for their class. Mac and Windows both have default video editing software which can help accomplish simple video editing such as trimming content out. If an instructor wants more hands-on help for video creation or needs help with more advanced editing you can direct them to Media Services.

      1. Be able to give instructors and staff some of their options when trying to work with video files.
      2. Know about what services Media Services provides.
    • Video and Media Services Page
      Students must
      To do: Mark as done
    • Video Captioning

      Per accessibility standards, course videos must have closed captioning available. Instructors may request closed captioning from the ATC. We then direct them to fill out the Video Captioning Request Form. After they fill it out, we can begin to add captions to their videos.

    • Closed Captioning (2 resources) Page
      Students must
      To do: Mark as done

    • Video Hosting

      1. Hosting options (KB Article)
      2. Video captioning (KB Article)
      3. How use captions (KB Article)
    • Zoom 

      Zoom is a video conferencing tool. It's mostly used by faculty/staff to hold online conferences as well as virtual office hours. You must be familiar with the uses and features of Zoom, and be able to support instructors.

    • Zoom (3 resources) Page
      Students must
      To do: Mark as done
    • LCSO 202: Hyflex Classroom Student Support URL
      Students must
      To do: Mark as done
    • Zoom Quiz
      Students must
      Receive a grade
      Receive a passing grade
    Topic
    8
  • 9
    • ATC Performance Metrics & Tracking

      We record and track various QUALITY and VOLUME metrics to show how good our service is and how much service we provide.  If you are asked to update the records, you will follow the checklists located in the Quality and Volume Metrics Tracking folder.  

      This responsibility is usually assigned to one student worker as a long-term project. If you are interested in taking on the role, please speak with a supervisor.

    Topic
    9
  • 10

    You have reached the end of LCSO 201: ATC Support Operations. 

    You must:

    1) Pass all of the topic quizzes above.

    2) Achieve certification on all of the above checklists. 

    3) Pass the final exam (below) with a score of 90% or higher.

    In doing so, you will earn an Academic Technology Support Operations Technician certificate, which will be sent to your supervisors for their records.

    Topic
    10