EdTech Values: What Great Tech Support Really Looks Like in Education
As the end of the school year inches closer, it’s an important time to reflect on the year and identify the things that went well and the things that need to be corrected before next year. I usually prefer to write about more technical topics, but this gets about as close as we can get to the IRL part of edtechIRL.
When talking about tech support, it’s easy to fall into the trap of “turn it off and on again” and “did you put in a ticket?” To have a truly successful support program, however, you have to look deeper. In K12, this means looking at why we’re here. In business or industry, the point of the organization is to make money, and the IT department should enable that mission in some way. In K12, the IT department’s mission is to enable and enhance teaching and learning. At the end of the day, for this to happen, teachers and support staff need to be on the same page, working together. It has to be a relationship that is about more than resolving tickets.
Based on 10 years of delivering K12 tech support, I’ve put together a list of values that help guide support in my district. Some of these are based on things that have worked well and we’ve stuck with them; others are the result of headaches that had to be resolved or that have resurfaced time and time again. These needs aren’t stagnant, and technology and people are always changing. To keep track, I maintain a Word document that is basically a living version of the list below. As we grow and learn and adapt, we refine our values and our vision.
Putting People First: The Heart of Support
The best support begins with people. We strive to:
Prioritize user needs, ensuring every concern is heard, understood, and represented.
Respond promptly and resolve efficiently, reducing downtime and frustration.
Keep the resolution process close to the end user, minimizing handoffs and confusion.
Follow standard operating procedures (SOPs) to ensure consistency and quality. If you don’t have a knowledge base with SOPs, there’s no better time to start building one than right now.
Take ownership, seeing problems through from start to finish.
Educate and empower users, offering clear explanations and promoting self-service where appropriate.
Advocate for technology systems and services, ensuring they remain aligned with district goals.
Anticipate needs and prevent problems, always striving for continuous improvement.
What We Believe: A Shared Commitment to Excellence
Support doesn’t exist in a vacuum. It’s a shared responsibility built on mutual respect and a common understanding of how technology should function in schools. Below is the lens through which I view K12 EdTech:
Technology is a tool, not a pedagogy. It should serve instruction, not drive it. When technology is used, it must be the right tool for the task. Regardless of how much your district has paid for technology, if it isn’t the right tool for the job, it shouldn’t be used.
Users play a key role by reporting issues through the proper channels. While the phrase “did you open a ticket?” usually makes users’ eyes twitch, it’s the best way to make sure a support request doesn’t get lost or forgotten along the way.
Collaboration creates better outcomes. Prompt, thoughtful responses help us provide faster and more satisfying support.
Procedures matter. Our protocols exist to ensure quality and consistency. When they’re not followed, effectiveness suffers.
Ownership drives excellence. Every team member maintains deep expertise in their domain, building trust and informed decision-making.
Educators lead instruction. Technical tools can support classroom management, but they don’t replace the teacher’s role in discipline and structure.
Consistency reduces complexity. Where possible, we avoid duplicating tools that do the same thing. A streamlined tech stack means fewer headaches for everyone.
Discipline is discipline. Misbehavior involving devices should be treated no differently than any other misbehavior. Consistent expectations are key.
Ultimately, great support is a partnership. When educators, support staff, and leaders are aligned around shared principles and open communication, students stand to benefit the most.