The dream of every university network systems department is to have technicians providing computer support centrally located where standardized training is available, where technician skills, dependability and trustworthiness can be evaluated, where technicians are known to the systems administrators. The WSU Computing Support Services has recently instituted a model where CSS pays for a boot camp and weekly training, and one helpdesk shift per week answering phones.
Individual departments pay for actual technical support hours.
Technicians hired solely by departments are invited to attend training but are not required to perform the helpdesk phone shift. Early results are quite positive.