One of my favorite parts of my role as a Helpdesk Supervisor in a university IT Department is finding creative ways to train our Student IT Support Technicians. This quarter, I took on a project that let me combine my passion for education and instructional design with a real-world challenge: designing a blended learning experience to build decision-making skills.
Goal: Help technicians confidently handle tricky support scenarios, make smart decisions, and communicate clearly, while keeping exceptional customer service front and center.
The project required creativity because I had to navigate limitations—time, available resources, and the need for a training model that’s scalable and reusable for future supervisors. Since our university runs on a Microsoft-based environment, I focused on tools that were effective, accessible, and free within our existing licenses. Balancing practicality and engagement made the project even more rewarding.
Why Decision-Making
Some of the toughest moments for student technicians aren’t about the technology—they’re about the situations they face. Should they try one more troubleshooting step, or escalate? Does the customer know what’s happening?
Decision points impact outcomes:
- Right choices: Faster ticket resolution, higher user satisfaction, confident technicians
- Wrong choices: Slower resolution, frustrated users, missed learning opportunities
This training addresses those challenges through realistic, interactive scenarios while being mindful of our team’s time supporting users. From day one, technicians practice decision-making in scenarios mirroring real work, building confidence and competence.
Blended Learning in Action
To make training both flexible and effective, I designed two complementary formats:
Asynchronous Module (Canvas)
- Self-paced module, included as Module 3 in the onboarding course
- Other modules were adjusted to scaffold learners toward the decision-making module (Module 3)
- Ideal for both preparation and reinforcement
Synchronous Workshop (Weekly Tech Meeting)
- 45-minute interactive session
- Group discussions, live polls, scenario-based exercises
- Lets students practice decisions in real time
This blended approach ensures both self-directed and collaborative learning, maximizing engagement while respecting time constraints.
Working Within the Microsoft Ecosystem
Since the university runs almost entirely on Microsoft tools, I prioritized sustainability, accessibility, and cost-efficiency. I built the decision-making simulation in Microsoft Forms:
- Used branching logic to create “choose your own path” scenarios
- Seamless on mobile and desktop
- Accessible to anyone with an SPU account
- Public duplicate created for sharing
Tools Used:
| Tool | Purpose |
|---|---|
| Microsoft Forms | Branching scenario simulation, polls, word clouds |
| Canvas LMS | Hosting asynchronous module |
| PowerPoint + Gamma AI | Synchronous workshop slides with interactive elements |
| ChatGPT | Refining scenario text and discussion prompts |
| Descript | Editing video walkthroughs |
| LOVO | AI-generated voiceover |
| Powtoon | Creating animated avatars for the decision-making scenario |
| Clipchamp | Additional video editing for module walkthroughs |
If I had more time and resources, I’d add some gamification with scoring and AI-powered feedback that could adapt in real time to each technician’s decisions. Even without those extras, this setup still offers a strong interactive experience that works well for both synchronous and asynchronous learning.
Active and Engaged Learning Through Collaboration
Scenario-Based Learning
Technicians navigate realistic scenarios, make decisions, see outcomes, and receive feedback, building problem-solving confidence.
Peer Collaboration
- Asynchronous: Discussion boards let new hires reflect individually, then respond to prior participants’ posts. I add my own responses so technicians can compare their thinking with a supervisor’s perspective.
- Synchronous: Tech meetings are discussion-focused with polls, word clouds, and breakout groups tied to simulations. Teams discuss, defend reasoning, and reflect collectively.
This approach blends independent learning with team-based collaboration, ensuring technicians strengthen both decision-making and communication skills.
Learning Outcomes
By completing this training, technicians can:
- Analyze and respond to common IT support scenarios
- Communicate decisions effectively with users and teammates
- Collaborate to solve complex problems
The Artifacts
To make this project portfolio-ready, I documented everything for reuse and demonstration:
- Canvas Module Sample – Self-paced training with scenario activities and video walkthroughs
- PowerPoint Slide Deck – Synchronous workshop with interactive activities
- Decision-Making Scenario – Asynchronous scenario developed using Microsoft Forms, Powtoon, Clipchamp, and Descript
- Project Overview Video –
Reflection and Next Steps
This project highlights my ability to:
- Design blended learning experiences in real-world workplace constraints
- Select accessible tools within an existing technology ecosystem
- Apply AI-assisted content creation for improved engagement
- Foster scenario-based, collaborative learning
Next steps include exploring gamification and adaptive AI feedback to make asynchronous learning more personalized and dynamic, supporting continuous development of decision-making skills for student technicians.