Unit Description
Members of the Help Desk Team reconnect and re-establish norms for working. They review standard procedures that have already been developed for the team as well as how their work is documented in the knowledge base. Students may need time to review trouble ticket and appropriate safety procedures.
Weekly Map
Monday
Introduction to problem
Online Pre-assessment (available for student practice, as well)
Team meetings to develop project plan and goals
Tuesday
Review content resources with whole group
Small group and independent exploration of resources
Contribute to team project
Wednesday
Hands-on exploration with IT professionals
Team progress check with supervisor (using project plan)
Thursday
Hands-on exploration with IT professionals
Small group and independent exploration of resources
Contribute to team project
Friday
Team progress check with supervisor or sharing of progress with whole group
Online post-assessment
Monitor progress and adjust project plan as necessary