Tier 1 Program

What is Tier 1?

The Tier 1 program is a blended internship/job shadowing opportunity for students in the Computer Support Services program.

This program allows students an opportunity to work in a real-life professional work environment with the benefit of support from other resources such as the teacher, the Technology Department, or other students as well as all the other traditional resources. This allows a person to experience a real-life environment but without concerns of making mistakes allowing the student to grow. The Tier 1 program is offered to all CSS students who would like to participate and is not a requirement of the course. Typical tasks the Tier 1 students will do are:

• • Simple computer problems

  • Special projects

  • Handle multimedia equipment

  • Shadow the Tech Department

How does Tier 1 work with the Technology Department?

When appropriate, based on the complexity of the issue, Help Desk tickets will be transferred from the Tech Department to Tier 1. In this case, you will see a Tier 1 student visit your classroom to respond to your issue. These students are under the supervision of both the Tech Department and the CSS program, and have the same expectations for customer service, behavior, professionalism, attire, and problem solving skills as the Tech Department staff. However, as this is a practical learning experience, please understand that Tier 1 may not be able to immediately resolve your ticket. Your patience and support when working with members of the program is greatly appreciated. When working with Tier 1, we kindly ask:

• • If a Tier 1 member is working on your teacher computer, please close anything with confidential or private information visible (Outlook, PowerSchool, etc.)

  • Do not be afraid to ask questions while Tier 1 is working. This is an opportunity for these students to learn by doing.

  • Please kindly show the Tier 1 student where the issue is located in your classroom (which computer, Chromebook, printer, etc.)—he/she may have never set foot in your classroom before.

  • If you have concerns about the professionalism or behavior of a Tier 1 student in your classroom, please notify the Tech Department (Kyle Bush) and the CSS program (Don Morrison). Failure to meet the expectations of the Tier 1 program will be addressed.

  • If Tier 1 is not able to resolve your ticket, they are expected to notify the Tech Department and escalate the ticket. Feel free to confirm this with the Tech Department if you choose.

Your support in providing hands-on learning experiences for members of this program is appreciated. If you have any questions about this program, please contact the Tech Department (Kyle Bush), CSS program (Don Morrison), and/or administration.