Date Approved

4-28-1998

Embargo Period

8-10-2016

Document Type

Thesis

Degree Name

M.A. in School Business Administration

Department

Educational Services and Leadership

College

College of Education

First Advisor

Capasso, Ronald

Subject(s)

Vineland Public Schools (Vineland, N.J.); Interns (Education); School administrators--Training of

Disciplines

Elementary and Middle and Secondary Education Administration

Abstract

The intent of this study was to show how the Vineland School District could increase its efficiency to meet staff requests to solve computer problems through the use of a help desk system. The intern distributed surveys to district employees before the help desk was implemented. After the help desk system is in place, post questionnaires will be distributed defining satisfaction levels in service and support and determining the effectiveness of a help desk.

There were two major research instruments used in the study for the Vineland School District, surveys and personal interviews. The purpose behind both of these instruments was to gather as accurately as possible, opinions about the benefits of developing a help desk from district employees.

It was found that the district was well overdue for change. Nearly everyone polled wanted to see more resources allocated for hardware and software support, and additional staff training. Frustration was evident at every level, and it was obvious the district needed a little guidance in meeting its technology objectives.

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