ITA program sees growth

Now in its second year, the information technology advisor program, is making computer service in the residences faster, broader and more efficient, but a few bugs still need to be ironed out, students say. Through the program, which started in Van Pelt College House more than two years ago, students in campus residences can receive computer assistance from ITAs. Services range from installing ethernet cards to fixing operating system malfunctions. While only 3,200 students had access to ITAs last year, the program has been expanded this year to include all college houses, or about 5,300 students. The number of ITAs has increased from about 140 to more than 200. The number of students already hooked up to PennNet indicates the program's success, according to Amy Phillips, college house assistant director for residential computing support. As of last Tuesday, 80 percent of students in campus residences were connected to the Internet, Phillips said. At the same time last year, only 58 percent of students were connected. Several college house officials and computing managers, who oversee ITAs, also said the program is more organized this year. They noted that the program is now coordinated electronically via an Internet database. Phillips said students who need help with any computer problem can send in requests on the program's World Wide Web site 24 hours a day. Those who submit requests form a quasi-"line" by which ITAs can prioritize their service on a first-come, first-served basis. "Because the system of collecting information is more efficient, it's easier to help students," Phillips said. Last year, on the other hand, requests for ITA support were typically e-mailed to a house listserv. ITAs in the house would receive the e-mail messages, and "the first ITA to get the e-mail and actually have motivation to service the problem would respond," said Jesse Leung, a computing manager in Spruce Street House. Leung, an Engineering and Wharton senior, added that instead of waiting in long lines outside dormitories to sign up for online service, students this year signed up for their connection through the Web site. "You can see where you are in line," Leung said, pointing out an added feature of the site. Many of those involved with the program said the improvements will allow for faster response time to requests. But although the Web site says the ITAs will service most requests within 24 hours, Phillips said that during "fall crush" -- move-in time -- requests are too numerous to set such a time limit. And Leung said that early in the year, students have to wait on the electronic line for up to two days. But Kendrick Li, computing manager in King's Court/English House, said requests in KC/EH were actually serviced faster during move-in. Li, a College and Wharton junior, added that as of last week, 285 people in the house were connected to PennNet. Last year, it took until March for 298 people in the house to connect. Several students said the ITAs have provided a convenient service. Robert Smith, a Wharton freshman, said the ITAs have been accessible in Ware College House. But not everyone has had such success. Other students said they have experienced problems with their ITA requests. One freshman in a college house said he waited two days for help setting up his e-mail connection and only received assistance after going to an ITA's room. He added that his hallmates received service promptly after making a request. "When I asked one of the ITAs in their room what the hell was going on, he said, 'They're female,' " said the student, explaining that the house's head ITA sent an e-mail to the house's ITAs reprimanding them for giving preference to females. Phillips noted: "I had no idea that that was an issue." Although the freshman perceived such treatment to be a common occurrence in his house, some female students said they encountered difficulties. "It took a really long time for people to come, and they still weren't able to solve the problem," Engineering sophomore Amy Levine said. Levine added that after three days, she had to go get someone to try to fix her software since no one had answered the inquiry. Phillips noted, however, that "we're at a very busy time so some people waited longer than they had expected to wait." And while ITAs can handle most problems that arise, more complex hardware malfunctions are usually referred to computing support professionals. The University's Computing Resource Center has been instructed to refer students to their ITAs, who will then transfer any requests they cannot handle. Despite these early problems, most of those involved with the program said they believed service would be much improved after a full year of experience. Besides the centralization provided by the online database, program staff pointed to the improved training ITAs received in the week before move-in. Melanie Shames, computing manager for Harrison House, formerly High Rise South, said the training was more hands-on and better organized than last year's sessions, which consisted of large lectures. "The best way to learn is by doing," said Shames, an Engineering sophomore.