DDS - Technician Training Program

Last Updated: 08/10/2017

Overview

Dedicated Desktop Support (DDS) Technicians join the team with a minimum of two years technical support experience, a bachelor’s degree or additional experience, proven excellent technical ability, and excellent communication and customer service skills. The DDS training program focuses on building on this strong foundation with extensive technical and customer service training.

The DDS Training Boot Camp

Within the first few weeks of employment, DDS technicians participate in a training boot camp that focuses on the key procedures and tools needed for the OIT-way of providing computer management and support. The training includes an introduction to OIT, communication, and procedures as well as primary DDS tools and approaches including: ServiceNow, Customer service, shared files, knowledge base, VPNs, network access control, management tools including Active Directory, SCCM and Casper, file encryption with PGP, software licensing, privileged access policies and responsibilities, and computer deployment.

In conjunction with the DDS boot camp, technicians join their team where a DDS Team Lead will provide mentorship, additional team-specific training, and orientation. They also participate in OIT-wide training requirements including Business/Service Performance Excellence, Learning and upholding the IT Confidentiality Agreement, Information Security for IT Service Providers, and Discrimination and Harassment Training

The DDS Training "Wheel"

DDS has ongoing training programs to address the large number of topics required of DDS technicians. The training program involves a rotating list of topics that are addressed in depth, in sequence.

The DDS Training Wheel is for all DDS technicians, regardless of seniority and experience level. Topics include: Anatomy of a customer service call, remote assistance, inventory, OIT tools including Northstar, eduroam, Identity Finder, research computing and the petalibrary, working with other OIT departments for computer lifecycle management, security incidents and awareness, messaging and calendaring, identity, Campus telephone VOIP, in depth management requirements, the IP space at CU Boulder, web site tools for customers and more.