About the Program
SETC brings technology first responders to offices and classrooms throughout the university.
It’s very similar to first aid or CPR training—except it’s for hardware, software,
computers, audiovisual and instructional technology and more.
Through real-world campus scenarios and guided practice, student employee participants
will be trained and ready to better serve, contribute, and support their host offices—along
with their professors if technology problems come up in class. Students are already
skilled in technology due to everyday use, so the transition is easy.
Benefits to Departments
- Free technology first-responder training for participating student employees
- Fast fixes for simple issues by someone who is already working in your office
- On-site technology support for your events and conferences
- Gain backup support for your office “IT guru”
- More time for faculty and staff to focus on their work
- Quicker classroom technology support to keep teaching and learning moving
- Access to the most up-to-date technology info - graduates remain enrolled in the Blackboard
community for bulletins, service changes, and refresher training
- Through your participating student employees your office gets:
- Advance information about product and service changes
- Access to an OTS team member for guidance or escalation
Benefits to Student Employees
- Valuable career and personal growth opportunities
- Valuable professional development—marketable skills needed to get and keep the job
- Great experience to add to a resume and speak to in interviews
- Certificate of completion
- Ongoing standardized training and assessments (theory and practical)
About the Training
Initial and recurrent training with rigorous assessment through Blackboard and OTS
guided hands-on experience ensures students are up to the challenge. In the end, as
your technology first responder, they will know how to guide and help your office
on most things, but also when to defer to fulltime experts in their own department,
college or the Office of Technology Services.
Self-paced online and practical hands-on training will give the student the base they
need to understand and know what resources are available and how to troubleshoot common
technology in offices, conference rooms and classrooms.
- Online training consists of twelve, one hour, self-paced online Blackboard modules,
each including a short quiz, expected to be completed within three to four weeks without
interfering with their work in your office.
- Hands-on training in the field consists of six hours of practice with OTS support
professionals that covers real-world scenarios, and will end with another quiz.
- The OTS support professional will guide and track the student’s progress along the
way, keep their supervisor up-to-date and ensure the student understands and can apply
what they have learned.
- Once the student employee has proven they understand and can start to work on their
own, they’ll receive an official Certificate of Completion.
Recurrent and Refresher Training
Recurrent and refresher training will take place in the fall and spring terms. Training
will cover changes or new technologies, and ensure students are retaining what they
- Training may be in the form of a Blackboard module, hands-on training, an announcement,
online videos, service bulletins, webinars, or other channels. A quiz will follow.
- Time away from the office will be limited to 2-3 hours a year and supervisors will
be kept up to date.
Training topics include information and troubleshooting steps for the most widely
used technology on campus and all the resources and tools available to help the student
employee answer questions, guide, troubleshoot, and resolve some of the campus’ most
Outlines expectations, completion standards and will explain the part an enrolled
student employee will play in their office after successfully completing the training.
Major Knowledge Resources
Introduces key websites and resources available to students, faculty, and staff. These
- Faculty/Staff Help Center (FSHC)
- Student Computing Services (SCS)
- Classroom and Computer Lab Technologies (CCLT)
- OTS Training
- NetID Accounts
- Hardware and software
- Other OTS and TU websites
Provides an introduction to the basic functions of the system along with troubleshooting
techniques for the system and peripheral equipment. Some topics covered include:
- What's in a typical classroom
- The Virtual Tour
- Available self-help resources
- Support and escalating issues
Work Practices and Procedures
Work practices and procedures will bring enrolled student employees up to speed on
why, when, and how to deal with technology issues that are outside of their training.
Some of the topics covered include:
- The importance of ethics and confidentiality
- Contacting your OTS team captain
- Support and escalation protocols
- TechHelp, OTS' service request system
Accounts and Services
Details NetID management, troubleshooting and some tips for the overall use and security
of a NetID. Some topics covered include:
- Services associated with a NetID
- NetID self-help resources
- Setting strong passwords
- Syncing password changes across devices
- NetID lockouts
- Temporary Computer Administrator Rights (TCAR)
- Mobile device configuration and security
Services for Faculty, Staff, Students, and Guests
Familiarizes participants with the services offered and how to find and use them.
Some topics covered include:
- Mobile support
- Computer Trade-Up Program
- EduCycle Computer Reconditioning Program
- Hardware Upgrades
- Materiel Management Service Request (MMSR) form
Security, Malware and Data Exposure
Gives your participating student employee the tools needed to help protect your office,
themselves and the university in a digital world confronted with new and clever attacks
often. Some topics covered include:
- Common vulnerabilities
- Handling phishing and spam
- Data protection
- Storing and managing files securely
- Options for storing and sharing data
- File Delivery Service (FDS)
- Safety tips and prevention
Printing and Printing Services
Introduction to printing on campus, services available and basic troubleshooting.
Some topics covered include:
- Network versus local printers
- Adding a network printer using PrinterLogic
- Basic network port and printer troubleshooting
- Toner replacement
- Student printing with WEPA
Enterprise Management and Access
Provides an overview of the Towson network and some basic troubleshooting. Some topics
- Campus network overview
- Network management tools for Windows and Apple computers
- Virtual Workspace (VW)
- Remote desktop gateway
- Data backup and restores
Troubleshooting in the Office
Introduces hardware and software installations, as well as common troubleshooting
scenarios such as:
- Setting up a computer
- Network connections
- Common application problems
- VoIP office phones
- Peripheral Devices
- Escalation to OTS
Software and Major Systems
An overview of how computers are configured on the Towson network, the differences
between offices and learning spaces and provides the tools needed to get the services
that their office may need. Some topics include:
- What is included on each type of computer configuration
- Where to find available software at free or reduced costs
- How to install software
- Cloud services
- PeopleSoft and other online services
Wrap-Up and Review
A review of everything pointing out some key points that may be most widely encountered
and outlining the next steps in the process of becoming an SETC graduate.
Still need more info?
See the program FAQs for departments (PDF) and student employee participants (PDF).
What to expect in the future
Once the program is in full production with plenty of participants, we can focus on
developing new ways to meet your needs.
- Specialty training modules, e.g. Microsoft Office, Office 365, etc.
- An optional lite version of self-paced online training for those student employees,
interns, etc. who won’t be around for long.