Section: Incoming Requests | LCSO 201: Academic Technology Support Operations | LaneOnline

Main course page

  • 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.

    • Announcements Forum
Faculty FAQ Support
Moodle Support

Incoming Requests

  • Incoming Requests

    • 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
Faculty FAQ Support
Moodle Support