STUDENT LED REPAIR PROGRAM - STARTER GUIDE - You save. They Learn. Building new opportunities for students to engage in educational technology ...
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You save. They Learn.
Building new opportunities
for students to engage in
educational technology.
STUDENT LED
REPAIR
PROGRAM
STARTER GUIDE
2 fireflycomputers.com
CONTENTS
Introduction 2
Warranties & Insurance 3
Developing Your Program 4-5
Instructors 6
Choosing Students 7
Setting Up 8-9
Training 10
Running Your Program 11
Examples 12-15
Acknowledgments & Contacts 16-17
fireflycomputers.com
THANK YOU
SUE AND THE WESTONKA TECH INTERNS
FireFly would like to extend a very special thank you to Sue Simonson for all of her help and expertise. Sue pioneered
a student repair program for her district, and her Westonka Tech Interns have gained national recognition for
excellence. Thanks to Sue’s passion and eagerness to help other schools, we were able to pull together this and
other resources to help you get your program off the ground!
2 fireflycomputers.com
INTRODUCTION
One of the major challenges in education is continually There is no one-size-fit-all model for student repair
adapting and offering fresh, relevant, and exciting programs. Some large districts develop credited
opportunities to students. Schools know that when courses with many students to accommodate high
they fall behind in technology and teaching trends breakage rates on school devices. Others opt to have
students suffer. But keeping up with the latest tech a smaller volunteer operation with only a few student
brings its own challenges. The expenses associated “techs”. There are many factors that go into creating a
with purchasing new technology and maintaining program that fits the unique demands of your district,
the old continues to grow. Every year, districts waste so consider your options.
time and money in shipping and repair costs for their
expanding artillery of educational technology. That’s Our team at FireFly wanted to help you pioneer a
time and money that should go towards creating program for your own district. We pooled the best
valuable learning experiences for students. information we could find on jump starting Tech Team
programs into this resource to make it as easy and
If your school faces some of these challenges, it might painless as possible for you to take part in this trend-
be time to implement a Student Repair Program! Repair setting educational platform. With this starter guide,
programs (also known as “Tech Team” programs) offer you will learn the logistics, difficulties, and strategies
a two-fold solution: Participants get a one-of-a-kind associated with starting these programs.
experience that builds tangible and marketable skills,
and their school gets an in house tech squad. In these Hopefully, with the extra support, you will have the
programs, students learn the basics of Chromebook confidence to forge a program that changes the way
repair, tech support, and customer service while your students engage in educational technology!
performing professional grade repairs on their school’s
educational technology. What are you waiting for? Let’s get started!
fireflycomputers.com
WARRANTIES and INSURANCE
First, take a look at your district’s current technology coverage for any device (even if it wasn’t purchased
and warranties. Consider the type of warranty currently from us). With Smart Repairs, you are able to purchase
applied to your Chromebooks because it will affect the credits that can be applied to any device, for any repair.
kind of repairs your students will be able to perform.
It’s common for warranties to be voided as soon as Other ways that districts have financed Chromebook
self repairs are performed on a device so save your maintenance with Tech Team programs is by instituting
school the pain of paying for voided warranties by district/school-wide device insurance. Parents pay an
learning more about your current policy and adjusting insurance fee (typically $40-$60) at the beginning of the
if necessary. Most Chromebooks come with a one year year to cover any potential damage. Another option is
manufacturer’s warranty. This covers any hardware “pay per instance,” where parents are billed for specific
damage that may occur within the first year of use. repairs and parts each time a device is sent in for
However, they often don’t cover cosmetic or accidental maintenance. If none of these seem like a good option
damage, which may be a good place to start with your for your district, get creative! Do your research and find
student repair program. the coverage that best suits your school’s particular
needs.
For devices over a year old, you can get more creative
with your coverage options. If keeping your devices Whatever coverage option decide on, remember to
under warranty doesn’t make sense for your district establish a budget for Chromebook repairs based on
once your student repair program is in place, there your districts breakage rate and the average repair
are some other coverage options for funding device cost for Chromebooks (~$100). Include a budget for
maintenance. Having a backup plan for when your Chromebook parts and buffer stock of devices so no
devices suffer damage that cannot be fixed by your student is ever left without access to your school’s
student technicians is important. One option is FireFly educational technology.
Smart Repair which offers flexible and affordable
YOUR D
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4 fireflycomputers.com
DEVELOPING
YOUR PROGRAM
A good place to start when developing your course is
gaging student interest. One way to do this is by sending
students a Google Form questionnaire asking questions
like “On a scale of 1-10, how interested are you in learning
technical skills with real world applications?” or “How likely
are you to enroll in a program that teaches computer
repair skills?” Once you have students’ honest answers
you can estimate how many students to expect to enroll
in your program.
As mentioned before, no two programs are exactly alike
and you should strive to build one that fits the repair needs
of your district and the demand of your student body.
Think about all the factors that come into play in your
specific school/district that could influence the structure
of you program:
• Number of interested students
• Breakage rates (Is there enough demand for
repairs to justify a large program?)
• Space for new courses in course catalog
• Number of Chrombooks currently in use
• Typical wear on devices
- Do students bring devices home or are
devices kept at school?
- Are device equipped with protective
cases?
• Type of warranty/insurance applied to devices
There are endless possibilities when it comes to building
the program that is right for your school. Whether your
program will be big or small, meet daily or weekly, be
credited or volunteer, it’s important to start nailing down
some of the details before seeking program approval.
A great course description and a passion for engaging
students in a new and exciting way goes far when
convincing your district to get on board with your new
Tech Team program.
fireflycomputers.com
Use this worksheet as a launchpad for writing up your course description. Nail down some of
the details and start painting a picture of your program to use in the course approval process
PROGRAM OUTLINE WORKSHEET
Will this program be offered as volunteer experience, an academic course, or other?
Will we meet daily/weekly?
Will we cover devices from across the district or just the individual school?
Will the course be pass/fail or will students earn a letter/numeric grade?
How will it be listed in your course catalog?
Which department will the course fall under?
Will it be a leveled course?
Will there be any prerequisites?
Who can take the course?
How many credits will students earn?
How will students be assessed?
6 fireflycomputers.com
INSTRUCTORS
Hiring the right instructional staff to coach your as a course instructor. However, as more and more
students can make or break your program. Technology teachers of different content areas cross over into
is an exciting and useful subject for students to engage technology education, it’s not uncommon to see former
in so look for an instructor/s that will bring enthusiasm English, social studies, math or science teachers
and passion to your new course! leading a student technology team.
“Who is qualified to lead this program?” Well, a strong The important thing to focus on is a candidate’s ability to
candidate might be a teacher with a background in relay complex technical skills to students and energize
computer technology or programming, business their classroom. With the right resources and training
management, marketing or entrepreneurship. Someone just about anyone can be a tech instructor, but be sure
with hands-on experience repairing Chromebooks and to follow the licensure or certification requirements of
other educational devices would be incredibly valuable your state when hiring your new staff member.
Nothing boosts student engagement like an enthusiastic
instructor. Find someone who is passionate about
bringing exciting, meaningful instruction to your new
student repair program–it will pay off!
fireflycomputers.com
SELECTING STUDENTS
At the end of the day, the success of your program Strive to build a diverse team of students, both males
relies on the strength of your squad, so assemble your and females, with varying skill sets. The wider range
dream team thoughtfully. Spark interest in this exciting of skills and abilities, the better. Collaboration between
new course by developing promotional materials, different types of students will challenge your team
such as recruitment videos and posters. If possible, to be more innovative and creative throughout the
let parents know about your new program and the program.
real-world learning opportunities it will provide. Some
schools’ programs include student applications as part The ideal student for this program is not necessarily a
of their selection process. It might be worth considering technology wiz. However, prerequisite knowledge and
if you anticipate an abundance of students interest but experience with your school’s hardware and applications
might not be able to accommodate a large class (See can’t hurt. Due to the nature of the program, we do not
“Example Student Application” in back). recommend considering students with a history in
vandalizing or damaging school property.
The “PERFECT” Tech Team Candidate
• Students with a desire to help others and explore new technologies
• Risk takers who enjoy new challenges, and problem solving
• Creatives who enjoy writing, video production and public speaking
• Tech-enthusiasts with an interest in IT, networking, and computers
• Entrepreneurial or business-oriented students
8 fireflycomputers.comSETTING UP Example Floor Plan
After writing your plan, getting approved, and lining
up the perfect instructor, it is time to get down to the
nitty gritty. Stay organized and focused, you will be
able to create an experience for students that is both
rewarding and fun!
Physical Space
When selecting/building your space, choose a
centralized location with high visibility that will be easy
for students and teachers to visit throughout the day
to get their technology questions answered. Since
this is service focused program, prioritize accessibility
in your design. If your space options are limited at Tech Desk Materials Storage
your school, make it easy for students and staff to
find your tech squad wherever you are. Post signs Work Benches Interactive Panel
and make announcements about where to find your
repair shop. Establish hours of operation for your Tech Project Storage FireFly DIY Repair Kit
Desk or Repair Shop and prominently display them for
students and staff.
Design your new room around the customer
experience. Many schools choose to build a “Tech
Desk” where students and staff can interact with your
tech squad. At your service desk, “customers” can talk
STAY
with your tech geniuses about their technology issues
ORGANIZED
and drop off repair requests and devices. Having well
organized shelves to store ongoing repair projects
makes it easy for your tech team to stay organized,
and simplifies the customer service experience.
Where will the magic happen? Give your tech team
ample space for repairs and tunes ups by setting
up individual work stations equipped with tools and
supplies. Design for collaboration and comfort–
making areas where students can work together to
experiment and innovate. This repair area should offer
plenty of space and great organization so students
can process repairs effectively and efficiently.
Put thought into your physical space. Try to focus on
making a room where students can get the most your
program. Remember the key elements of a student tech
team–education, customer service, and tech repairs.
fireflycomputers.comWhat you need
Stocking your repair space with the right materials
SHOPPING LIST
sets your students up for success as tech geniuses
and ensures that repairs get done quickly and
professionally. Invest in computer repair tools like
Compressed Gas Duster
Phillips-head screwdrivers, picks, and spudgers.
Research what you need to get your repair program Electrical Tape
off the ground, or save yourself the hassle and look
to FireFly. We made your shopping easy with the
Monitor Wipes
FireFly DIY Repair Kit. Full of products hand selected Label Maker/Label Tape
by our repair experts, our kit gives you the tools, parts,
and training videos you need to run a professional-
Dry Erase Boards
grade operation. Created specifically for repairs on Storage Bins
Chromebooks and other educational technology, this
kit delivers everything for two students to complete Heat Guns
just about any repair. Picks
Most likely, you will run into repairs that require replacing Spudgers
parts, and having a good stash of parts on hand can
make a huge difference when you’re under pressure to
get repairs done fast. Stock up! FireFly has thousands
of Chromebook components and replacement
Research essential computer repair tools and equip student
parts for purchase on our easy, online portal. work stations with quality supplies. One of the goals of this
Get what you need at FireFlyRepairZone.com and be program is giving students real world skills so acclimate them
prepared for any broken device that comes your way! to working with professional equipment.
Get your own DIY Repair Kit at www.fireflycomputers.com/diy-repair-kit
10 fireflycomputers.comTRAINING
Before setting your students loose on district devices, There are thousands of free videos available on-line
they will need proper training. Some schools facilitate to help your students learn the basics of Chromebook
training boot camps for their new student tech teams repair, but if you want them to learn industry standard,
before the school year begins that cover Chromebook quality assured techniques, trust expert sources.
basics and common repairs training. Others choose
to run their training on a rolling basis, allowing newer One great option for multi-media training is FireFly’s
students to spend time learning technical repair skills Repair Videos. Made for students to learn the basics
in a classroom setting, while experienced “student of Chromebook repairs, our easily-accessible, on-line
experts” head the Tech Desk. Whatever training best platform offers step-by-step repair walk-throughs,
fits your program, be sure to give your new geniuses expert tips, advice, and cautions. Your students will
the opportunity to learn, experiment, and build their build a foundation of computer repair skills that will
new skills. help them get your new program started.
Training Videos
As an educator, you know the power of visual learning.
Repair videos are a great option when it comes to A quality experience for your students starts with great
training your new tech geniuses. Seeing repairs in action training. Make sure your tech team knows Chromebook
helps students gain a firmer grasp on computer basics basics, and repair best practices before you open for
and repair techniques–it’s like a virtual apprenticeship! operations to students and staff.
Photo courtesy of Conner Middle School,
Boone County Schools, KY © 2018 Jan Searing
fireflycomputers.comKEEP STUDENTS RUNNING
ENGAGED WITH
PROJECTS LIKE... YOUR PROGRAM
After training is completed, you may be wondering
Researching, and reviewing the how to run your program day-to-day. The good news
latest educational apps is that after a while the students will be able to take the
reins. They will be in control of dealing with customers,
Creating how-to tutorial videos taking repair request, fulfilling orders, and providing
tech support. Here is what the average daily operations
Delivering classroom training and and repair process looks like:
demonstrations
Hosting live Google broadcasts
1 Students bring broken devices to Tech Desk/
Repair Center. There, they will give a quick
diagnosis (ex. broken screen, won’t turn on,
etc.), fill out a support ticket (See Example Repair
Consulting with app developers Request Ticket), and receive a loaner device.
Presenting at local, state and
regional conferences 2 Tech team prepares for repairs. The team
will determine how each device is insured/
warrantied. Then, they will run full diagnostics
Moderating tech-based Twitter and order parts for the repair if necessary. Set up
chats guidelines in advance on which repairs your tech
team will perform and which will be outsourced
Maintaining blogs that showcase for professional maintenance. If need be, send
devices out to a trusted repair expert.
their work and progress
Gaining certifications they can use 3 Repairs are made by tech team. Requests
are divided between techs who will go through
towards careers in computer tech checklists (See Example Repair Checklist) and
fill out internal documents noting who repaired
which device and what parts were used. The
course instructor can provide support for
challenging repairs. Once the device is fixed, the
student “customer” is notified to return loaner
and collect the newly repaired device.
Plan for down time. You can expect days with no
repairs to be made. Push students’ beyond repairs by
providing opportunities to grow a number of skills on
top of their new tech abilities. Assign projects that build
competency in reading, writing, communication, public
speaking, and research centered around the subject of
technology.
12 fireflycomputers.comEXAMPLE DOCUMENTS
EXAMPLE SYLLABUS
Tech Genius
[YOUR SCHOOL NAME] Program
TECH GENIUS PROGRAM
Mrs. Phillips Course Syllabus Grades 10-12
Course Description: The FireFly Tech Genius Program (FTGP) is a hands-on study of technology integration,
problem solving, and Chromebook repair. Students will be required to assess problems and define the best
approach to addressing or solving the problem. In addition, FTGP students will work as part of a technology
service and are expected to act professionally as “technology experts” toward other students and staff.
Course Requirement:
1. Chromebook Support/Repair and Tech Desk assistance
a. FTGP students will learn how to repair the different Chromebook models used at FireFly
High 1:1 tech plan. Repairs include monitor replacement, key replacement and replacement
of internal parts.
b. FTGP students will learn how to troubleshoot student and teacher problems related to
Chromebook and other network/software issues.
c. FTGP students will learn advanced Google Apps topics including apps, extensions, drive,
calendar, mail, etc.
d. FTGP students will become proficient in Schoology and other FireFly High applications.
e. Abuse of these privileges or purposeful destruction or any district equipment will result in
a removal to the office and possibly of the class.
2. FTGP Choose Your Own Adventure Project
FTGP students will have the opportunity to pursue an individual project of their choice. Think of this
course component as a choose your own adventure project, where students get to choose an area
of interest (related to the subject of technology) and grow their skills and knowledge in the area of
their choice. Possible projects include (but are not limited to):
• Microsoft Office Specialist Certification*
• CompTIA A+ or Net+ Certifications*
• Computer programming using code.org
• Android & iOS App Development*
• Mobile School Apps (Virtual Planner, Grade, Lunch Menu, School Navigation Toll,
Computer Lab Scheduler, etc)
• Maintain a social media presence for FTGP
• Create a series of videos and tutorials to teach repair basics
If necessary, I will assist you in the development of your project to you started. You will complete
the FTGP Project Proposal From and get your project approved by your instructor. Work should not
begin on your project until approval is given.
*Some options require fees for certification. If your proposed project requires payment of any kind, payment
will be the responsibility of the individual student.
fireflycomputers.comEXAMPLE REPAIR REQUEST TICKET
Chromebook Support Request
Date:
Name:
Problem (Please be as specific as possible):
LCD Display (Screen) Keypad
Trackpad Other
Insurance? Yes No
Tech Intern Notes:
Signature:
STAY ORGANIZED AND EFFICIENT
Creating repair request tickets is a great way to simplify the customer
experience at your Tech Desk. Students and staff can fill out request
tickets which will be attached to their specific device to keep orders
organized for the tech staff.
14 fireflycomputers.comEXAMPLE REPAIR CHECKLIST
DIY Repair Checklist
You Name
Your Name
Device Type
School
Is This a Warranty Repair? Yes No
Student’s Name (computer owner)
Problem on Ticket
Troubleshooting steps
Parts Replaced
Did you test that the problem is fixed? Yes No
Is your magnetic board empty? Yes No
Did you clean the device? Yes No
Did you check for loose bottom screws? Yes No
Did you write on the ticket what you did? Yes No
Did you enter it into the computer system? Yes No
Did you throw bad parts and/or put back good parts? Yes No
Does the student have insurance? Yes No
Did you place the device in the correct spot to be returned to the student? Yes No
Amount of time the repair took:
fireflycomputers.comEXAMPLE STUDENT APPLICATION
ASSEMBLE YOUR DREAM TEAM
Make the process easy and accessible–like this example from
Westonka High School’s Tech Interns Program–by building your
application using Google Forms. Ask a variety of questions that cover
topics like previous tech experience, why they are interested in the
program, and how they deal with challenging problems.
16 fireflycomputers.comSTILL HAVE
QUESTIONS?
Connect with the Device Lifecycle Experts™ today!
The FireFly team is eager to work with you to make a student repair program part of your device lifecycle. We
know there’s a better way to support school technology and we work every day to create unique solutions for our
customers. Learn more about how FireFly can help you get your program off the ground and see for yourself why
we are the nation’s leader in 1-to-1 school technology!
VISIT US ONLINE CALL US TOLL FREE
Website | fireflycomputers.com
1-866-950-8868
Professional Repairs | fireflyrepairzone.com
Repair Parts | fireflyadvantage.com
fireflycomputers.comHere’s to the self-maintainers! The team at FireFly
wanted to make it as easy and painless as possible for
you to start a student led repair program of your own so
you can be fully self-sufficient with your Chromebook
fleet. Learn the logistics, difficulties, and strategies to
getting started in this guide!
Even more solutions to make you
look good at your job at
www.fireflycomputers.comYou can also read
