Henderson, Dave. (2005). 13 Tech Support Strategies. Retrieved June 2 from TechLearning website: http://www.techlearning.com/showArticle.php?articleID=60407754.

Summary
Technology support is always challenging, but can be especially so in the K-12 environment with an often too-low number of support personnel, too-low budget, and mishmash of hardware and software. Some techniques can help streamline and simplify tech support in this environment. Generally, attempting to standardize, centralize, and document is the key to creating more user-friendly, headache-free tech support.
Standardize

• Hardware--ideally, have only one or two computer brands on campus and deal with as few vendors as possible to cut down on the time it takes to troubleshoot.
• Word Processing--use one version of a single package to allow compatibility of files and minimize support issues.
• Naming--have a set way to name computers and printers to simplify remote network management.
• Cloning--use disk imaging software to copy a hard drive and apply its contents to other machines.

Centralize

• Tech Purchases--have one person who checks purchase orders for equipment and software to be sure everything will run properly and that software meets educational standards.
• Installation--when possible, purchase a site license or network version to avoid having to load the same software onto each individual computer.
• Software Storage--"load software installers, utilities, printer drivers, and software patches on one computer accessible by technitions from every computer in your district" (para 7) and store manuals in a central location.
• Security Updates--keep security and system patches up-to-date by updating centrally rather than having individual users update their own machines.
• Help Desk--use a web-based help desk to make it easy to submit or delete a ticket. One such system is Online Work Order Suite from OnlineTechTools.com.

Document

• Inventory--create a database of all equipment and software on campus.
• Network--create a network map that shows all switches, routers, and connections.
• Machines--document how all machines are set up and create a reference manual for each type of machine.

Response
I liked the simplicity of this article...but I also wondered if it really is so simple. The steps described sounded an awful lot like what's in place in my district, yet I often experience less-than-ideal resolution of my tech issues (like no one responding to my emails...ever...). So I suppose these are just the beginning. Some of the other entries on Shawn's wiki referenced the personal side of tech support...the fact that how people implement support also matters--not just how the support is set up. A district could have all of these things in place, but if they have tech support personnel that doesn't interact well with teachers, then it's still not going to work. However, that aside, these are still valid, basic reminders for districts or schools looking to streamline their tech support.