Connecting an entire school district to a brand new distance-learning program is quite a challenge. Coordinator of Technology for Salisbury Township School District Chris Smith talked with The Press about how the program got up and running so smoothly and talked about some of the behind-the-scenes aspects of assisting students with their devices.

Q: Who is responsible for technical support during distance learning?

A: Our technology department offers virtual office hours for both staff and students via Zoom Monday through Friday. In addition, we offer device repair services every Tuesday and Thursday at the administration building.

Q: What is the size of the team?

A: The technology department consists of five team members – the coordinator of technology and four building technicians. One building technician is assigned to each of our four school buildings.

Q: How can students access technical support?

A: Students can contact their assigned building technician at any time. Students and/or their families can also visit the student technology support hour 11 a.m. to noon Monday through Friday via Zoom.

Q: What are some of the most common issues users are reporting?

A: This really varies day by day. I’d say the most common issue early on was getting Zoom installed and set up on the student devices.

Q: What are some of the challenges of technical support for students not on premises?

A: I feel the most difficult challenge is troubleshooting devices we do not have the ability to physically touch to experience the issue. Overall, though, I will say we are blessed with the tools that we do have at our disposal. With Zoom, we are able to share screens so we can see what the end-user sees and with Jamf Pro, our device management system, we are able to push out software and device settings with minimal end user interaction. These systems have increased continuity of instruction.

Q: Can you tell us anything about the laptops supplied to students?

A: We have been a 1:1 district since 2011. Our secondary students in grades six through 12 have an option to take a MacBook Air laptop home with them from the start of the school year as they have since the beginning of our 1:1 program. Learners in kindergarten through fifth grade typically only use devices while in school. However, since every child has a device assigned to them, we were able to deploy devices beginning March 15. Students in kindergarten and first grade are provided iPads and MacBook Air laptops are provided to students in grades two through five. All devices are on a 4-year lease and are funded through the district’s general operating budget.

Q: Is any extra technology supplied for students who may have additional support needs at home?

A: During the rollout of our kindergarten through fifth grade devices, we did try to gauge the availability and need of at-home Internet access and found that more than 90 percent of our student body did already have access to the Internet in the home. To support families that did not have home Internet access, we provided information encouraging them to take advantage of discounted and free Internet options made available from Service Electric, RCN and Everyoneon.org.

Q: Is any information available yet on technology turn-in for the end of the school year?

A: Device turn-in and personal item pickup is scheduled for June 2-4. Parents should check their email for their appropriate scheduled day and time slot.