Welcome Back, Allan Hancock College!

🎯 Settling Into Fall at Allan Hancock College
🍁 Momentum Builds, Support Continues

Now that the initial rush of the Fall term is behind us, we’re shifting gears from setup to sustain. From classroom tech hiccups to forgotten passwords, the ITS Help Desk is here to keep things running smoothly as everyone settles into their routines.

Thank you for your continued collaboration and adaptability. Whether you're troubleshooting in real time or planning ahead for future needs, we’re here to help—every step of the way.

Help Desk Hours and Location

Contact the ITS Help Desk at 1(805)922-6966 extension 3345 or at helpdesk@hancockcollege.edu
The ITS Help Desk is located in the library on the Santa Maria campus, next to the checkout counter.

In-Person Support Hours (effective September 12, 2025):

Monday – Thursday: 10:00 AM – 2:00 PM

Friday: Available by appointment

If emergency assistance is needed, please call the ITS Support Extension at 3345.

Please note that this change only affects the in-person Library Help Desk hours. Our phone and ticketing system support will continue to operate as usual, ensuring you have access to help whenever you need it. Phone support is available Monday through Thursday, 8:00 AM – 4:30 PM, and Friday, 8:00 AM – 4:00 PM PDT. During the summer, phone support will also be available from 11:00 AM – 12:00 PM during lunch.

Essential Articles and Ticket Requests

• Updating Personal Information for Password Resets at Allan Hancock College
• How to Connect to ALLAN_HANCOCK_COLLEGE On-Campus Wi-Fi
• Canvas Instructions (hancockcollege.edu)
• Request Form - Something Broke - Report ANY IT Problem (teamdynamix.com)
• Request Form - I Can't Sign In (teamdynamix.com)
• Request Form - Install Something (teamdynamix.com)

Updates from Technology Council and Committees

• Web Services Committee
  • Schedule: Meetings are held bi-monthly, usually on the 1st Thursday, from 9:30-11:00 am.
  • Update: Discussed previous years goals and began setting 2025-2026 goals. 
• Educational Technology Advisory Committee (EdTAC)
  • Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Tuesday, from 2:30-4:00 pm.
  • Update: Met and developed goals to deliver to Technology Council.
• Banner Committee
  • Schedule: Meetings are held monthly, usually on the 2nd Monday, from 9:00 - 10:30 am.
  • No Update
• Technology Council
  • Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 pm.
  • Update: Windows 10 reaches end of support in mid October. Progress is ongoing toward updating to Windows 11 to meet security standards.

Tech Literacy at AHC: What It Means Today—And Why Generations View It Differently 

In one line:

Technological literacy is the ability to use, manage, and understand technology to get things done—safely and efficiently. 

What’s a “Tech Person,” really? 

A tech person isn’t just someone who uses apps a lot. It’s someone who: 

• Solves problems (not just clicks buttons). 

• Explains clearly and reduces friction for others. 

• Adapts quickly as tools change. 

• Thinks about safety (privacy, phishing, permissions). 

• Bridges gaps between people and systems. 

Quick reality check: Heavy phone/social media use ≠ deep tech skill. True tech fluency shows up as transferable problem-solving and the ability to learn unfamiliar tools. 

 

Adoption & Usage at a Glance (Generational Snapshot) 

Generation	Typical Adoption/Usage	Common Strengths	Frequent Gaps	What They Expect from a “Tech Person”
Silent (’28–’45)	Only ~62% online; ~40% smartphone users	Practical, focused use	Confidence, new logins, MFA	Patience, clear steps, minimal jargon
Boomers (’46–’64)	~85% online; ~68% smartphone users	Purpose-driven, detail-focused	App sprawl, cloud/file sync	Written guides, step-by-step
Gen X (’65–’80)	~91% online; ~90% smartphone users	Troubleshooting mindset, hybrid skills	Adapting to rapid UI shifts	Clear “what changed & why”
Millennials (’81–’96)	Nearly universal internet & smartphone adoption	Fast adopters, self-learners	Legacy systems quirks	Templates, autonomy
Gen Z (’97–’12)	Nearly universal connectivity; mobile-first	Intuitive, quick discovery	Printers, file systems, enterprise apps	Micro-demos, quick video guides

Why Do These Differences Matter? 

• “You should already know this.” What’s obvious in one toolset (e.g., social apps) isn’t obvious in another (enterprise software). 

• Learning styles differ. Older cohorts often prefer documentation; younger users may learn by experimenting . 

• Confidence gaps. Only about two-thirds of Americans over 50 feel confident in their tech skills . 

Boons & Challenges for AHC 

Boons 

• Younger staff bring adaptability and app fluency . 

• Older staff bring systematic troubleshooting and process skills . 

• Together, these strengths balance speed and depth. 

Challenges 

• Misaligned expectations create “tech shame” . 

• Change fatigue and inconsistent tools erode trust . 

• Gaps in security practices can increase risk. 

Levels of Tech Literacy in an Organization 

• Level 1 — Essential (all staff): Email, portal logins, MFA, phishing awareness . 

• Level 2 — Working Proficiency: Shared drives, AV basics, secure file handling. 

• Level 3 — Power Users: Templates, dashboards, light troubleshooting. 

• Level 4 — Specialists (ITS): Advanced troubleshooting, system configuration. 

Most AHC staff only need Levels 1–2. Identify Level 3 champions per department to bridge gaps. 

What Each Generation Wants from a “Tech Person” 

• Silent/Boomers: “Make it dependable. Show me the steps.” 

• Gen X: “Tell me what changed and why.” 

• Millennials: “Point me at the template, I’ll self-serve.” 

• Gen Z: “Show me once in 60 seconds, then let me try.” 

✅ Key Takeaway: Tech literacy looks different across generations. By recognizing these differences, we can set realistic expectations, reduce frustration, and build a campus where everyone—no matter their starting point—can thrive. 

 

Sources 

1. Pew Research Center (2019). Tech Adoption by Generation 

2. AARP Foundation (2022). Older Adults and Digital Confidence 

3. HR industry survey (2023). Gen Z and Workplace Tech Expectations 

4. International Technology Education Association. Standards for Technological Literacy 

5. International Society for Technology in Education. ISTE Standards for Students 

6. UK Digital Savviness Survey (2019). Generational Comparisons 

 

August 2025 Ticket Summary

Here’s a brief overview of ITS activity:
Total Tickets (Whole Department)

• May: 439
• June: 420
• July: 537
• August: 713

Location-less Tickets

445 tickets had no location specified.

Lompoc Valley Campus (LVC) Tickets

34 tickets originated from the Lompoc Valley Campus.

Top 5 Forms Used at LVC:

1. Something Broke: 18
2. Install Something: 9
3. Audio/Visual Event Request: 4
4. Problem Form: 1
5. Classroom/Cart Maintenance Request: 1

5 Most Common Request Locations:

1. LVC 5: 11
2. LVC 2: 10
3. LVC 1: 9
4. LVC 3: 3
5. LVC 6: 1
    

Santa Maria Valley Campus (SM) Tickets

230 tickets originated from the Santa Maria Valley Campus.

Top 5 Forms Used at SM Campus:

1. Something Broke: 120
2. Install Something: 37
3. VOIP Telephone Request: 19
4. Problem Form: 13
5. Audio/Visual Event Request: 13

5 Most Common Request Locations:

1. Building A: 44
2. Building M: 27
3. Building F: 23
4. Building B: 17
5. Building S: 16

Notes

• High Number of Location-less Tickets (445 / 713): Over 62% of all tickets are missing specific location data. This could affect metrics, equipment planning, or technician dispatch prioritization. In instances where location is required for a response, service may be delayed. Encourage tickets that include who is having the issue, what location to respond to (building and room), and a description of the issue. 

• SM Campus Activity is much higher than LVC (230 vs. 34), which may correlate with campus population or program distribution.

• "Something Broke (iPaaS)" is consistently the most submitted form across both campuses and department-wide — default for general break/fix issues.