Ethnography Week #4

As we’ve continued to spend time working twice a week with the technicians at the help desk, we have increasingly gained acceptance into their world, as well as met many new people. We have not had the chance to participate in many calls to the help desk, as in our visiting time there have been very few calls. This has left us with ample time to observe the culture of those working at the help desk and become part of their world.

One of the more interesting dynamics that we have become aware of is that of the interaction between the varying age groups of employees. Those who are in positions of management or supervisor are often middle aged or even later aged individuals compared to the college aged technicians. All technicians are male and all supervisors except one are male. The interaction is interesting in that there are no visible conflicts despite clear differences in work ethic and style. Both parties are extremely clear about their beliefs and thoughts, even when they conflict directly with another. There is often a large amount of joking associated with the differences in goals and motivation in life at the differing ages.

We also had the chance to meet one of the main supervisors of the program which supports this particular help desk. This supervisor was female and african american. She seemed to play the role of a motherly, yet strict, figure within the organization. She had knowledge of every worker’s personal life and situations. She demonstrated concern for them and confidence in their abilities to grow as employees. At the same time, she had an air of strictness and authority about her. We have observed technicians often joking with her while still treating her with a great deal of respect. The dynamic between her and the technicians seems to walk a fine line of both friendship and respect.

The tech call we attended this week was related to a professor attempting to use a remote for advancing his slide show. The remote needed to be reset with a complicated procedure, that the professor could not have knowledge of. The technicians reported that the system was becoming older in age and needed to be replaced. He also told us that he is careful not to express any promise in upgrades coming to professors, even if they are already in motion. He stated that professors become very anxious and interested in obtaining the updates as soon as possible once they are mentioned.

We were hoping to observe some installations of new equipment and the dynamics associated with the group installing them. However, it appears that all new equipment will be installed over spring break or the summer. We may be able to achieve an observation during spring break, but this is unlikely.

We continue to focus on the life of the help desk technician and those that surround them.