Jerry McGarrity

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Too often the knowledge in the heads of individual support staff can become like a messy, poorly-equipped workshop. Each staff member has a few favorite tools close at hand in a drawer or back pocket and tends to use those few tools to fix a wide range of problems, even if there's a more suitable tool available. Disseminating best practices to all staff(More)
Student Help Desk consultants are an essential resource in most college IT departments. Hiring and training these students presents special challenges: consultants need a set of skills that is both wide and deep, and supervisors may be unsure which skills to hire for and which to train for, how to provide training, and how to measure competency. At Duquesne(More)
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