Why a TSR training program?
Miami University's technology environment is changing rapidly with the adoption of new technologies and the implementation of the new administrative information systems. To create and maintain a technology environment that successfully supports the work of students, staff, and faculty on the Miami campus, the University is in great need of skilled technical support staff.

Technical Support Representatives (TSRs) are essential in providing support to offices and departments on campus. Changes in the campus-wide technology support model asked for a methodology to develop more TSRs. Because job descriptions for technical staff showed great differences in how technical skills were defined, a Campus-Wide Strategic Technical Training Committee was formed to develop career paths and training for TSRs. Members of the committee came from all three Miami campuses.

Three levels of competency for TSRs
The Campus-Wide Strategic Technical Training Committee defined three different levels of technical support. The so-called TSR levels 1, 2, and 3 provide guidance for offices and departments on the level of their technical support providers. The levels also provide a path for equitable career development for classified and unclassified staff that can be implemented across units.

The three TSR levels form the basis for job descriptions that define the level of competency that is needed for current and future local support providers positions. With clear job descriptions and a curriculum to develop the required skills, staff will be able to advance in their careers and fill the new and existing technical jobs on campus.

The technical and soft skill curricula
A curriculum including both technical skills and soft skills was designed by a subgroup of the Campus-Wide committee with input from the TSR group. Individual TSRs can work through the course work and advance to the different levels of a career path. The need for soft skills in addition to technical skills became apparent when the subgroup examined the gaps in abilities to work in teams and to accept and deal with change. In the current TSR curricula, the soft skill requirements are the same for all three levels of TSRs. A description of the curricula for each TSR level can be found on this web site under "level 1," "level 2," and "level 3."

Technology Support Representatives (TSR) page at Miami University