Genius Lab I and II
With more than 2,000 endpoints or network-attached devices at Ravenscroft, the help-desk team staffed by students enrolled in Genius Lab courses works hard to get up to speed with the many skills they need to get the job done.
“It takes four to six weeks of training to get students on board with increased access,” Michael said. “At first they’re just tagalongs with very guided movements. Eventually, they’re diagnosing problems and speaking with division heads.”
The program, modeled after the hugely popular Genius Bar in Apple stores, fosters the technical expertise needed for IT specialists, but, Michael noted, it’s often the skills commonly described as “soft” that prove invaluable. With each service call, students refine their email etiquette, customer service approach and communication techniques.
“One of the first skills we teach is how to bring someone’s guard down,” Michael said. “No one calls on us when they’re happy.”
The program also represents a paradigm shift: most students aren’t used to talking to teachers on a professional level, and many teachers aren’t used to their students being the experts.
“It’s an adjustment for us all,” Michael said with a laugh.
But the adjustments are paying off. As Sarah Loyola, director of educational technology, explained, “Faculty members have said what’s most impressive about Genius Lab students is their dedication to customer service. Chris believes in the importance of politeness and positivity and has put a big focus on teaching students how to interact with adults.
“[Upper School registrar] Debbie Pirotte recently commented on how professional Genius Lab students are,” she added. “You think they need your help, and it turns out they’re there to help you!”