The Technology Assistance Connection(TAC) provides schools with live phone support for computer problems.
- Phone Support Desk for Teacher’s Technology Concerns
- Quick Response to Tier I Issues
- Releases Technology Staff to address Tier II and III issues
- Maximize instructional use of technology to increase student achievement
For information and if you are interested in subscribing, please call
877-892-1776
ABOUT TAC (TECHNOLOGY ASSISTANCE CONNECTION)
The subscriber calls into TAC with a computer problem and the call is answered by a qualified computer technician. The technician will ask for a description of the problem and walk the user through a series of activities to attempt to fix the issue. As a part of the TAC service an icon will be installed on the user’s desktop which he/she will be directed to click on. This will allow the tech to remotely access the computer and actually take over the computer to fix it.
A subscriber agency can expect to have 60% of all desktop/laptop issues resolved via phone. An average call lasts seven minutes. Any call not resolved by the technician is then forwarded via email to the on-site IT staff with a full description of the attempts to resolve the problem.
TAC allows the on-site IT staff to be able to manage servers, resolve hardware issues, and better deliver services to teachers and office staff by having the time to check compatibility of new software and resolve issues early. In short, the result is job enrichment.
The benefit to teachers and staff is reliability. In most cases within the current IT environment, a staff member must submit an email and wait for a response. Teachers are less willing to design a lesson plan using technology if they are not certain it will always work. For example, In the case of a teacher having previewed a video clip which sets the lesson tone and then being unable to show it come class time is too frequent. Teachers conclude that the computer is unreliable and do not comfortably plan lessons around its use.
Monies allocated for the TAC are contract dollars, not human resource dollars, so adding the TAC resource is like adding another full time tech for roughly 30% of the cost.
More Information about TAC
- The Technology Assistance Connection (TAC) supports the on-going integration of technology in Schools’ curriculum and classrooms.
- The TAC is the Schools’ virtual help desk. Users of TAC talk to a domestic, highly trained individual for computer support issues.
- If the issue is not resolved over the phone it is escalated to the local IT department. 60-80% of issues are resolved within 10 minutes.
- Local IT support tickets are reduced by 60-80%. Escalated tickets are vetted and qualified as needing local attention.
- More time available for local Techs to attend to Tier 2 and 3 tasks with less pressure. Job enrichment.
- Cost for TAC services and support is 1/4 to 1/3 that of a full-time tech position.
- Full Support Ticket reporting from real-time database. Routine formal reporting monthly or as agreed upon.
- Source for on-going Professional Development.
