Chief Information Officer at Lewis University

Introduction

Higher education institutions have undergone a significant transformation in the way their employees work. This is due to the rise of remote work models, including hybrid work. Remote workers and hybrid workers (those who split their work time between on-campus and remote location(s)) have become increasingly common in the higher education sector. While this approach (which offers flexibility and convenience) is not new to higher education, an increasing number of employees are taking advantage of remote work. Consequently, this presents challenges for institutions in terms of supporting their technology needs. Listed below are some of the key issues to consider when supporting technology for remote workers in higher education.

Connectivity 

One concern for remote workers in higher education is having reliable off-campus connectivity. As employees migrate to more off-campus work, they rely heavily on being able to access reliable internet connections, network access, and IT infrastructure. Unreliable connectivity can hinder employees' ability to access resources critical to their work. A lack of reliable connectivity can also limit one's ability to collaborate with students and colleagues.

Having access to reliable connectivity is essential for remote work in higher education. To ensure needed connectivity, institutions need to invest in network resources, high-speed internet connections, and appropriate hardware for their workers. Additionally, their IT departments need to work to optimize network performance, particularly in campus areas where remote work is prevalent. This includes implementing appropriate resources to identify and resolve connectivity issues promptly.

Compatibility and Accessibility

Another significant issue in supporting technology for remote workers is ensuring compatibility and accessibility across different platforms and devices. Remote workers may use a variety of devices (including personal devices), which can present compatibility challenges. Moreover, accommodating remote employees with disabilities and providing accessible technology solutions needs to be addressed to ensure equal opportunities and inclusive work environments.

 Higher education institutions must address technology issues such as connectivity, compatibility and accessibility, technical support, professional development, and cybersecurity when developing an institutional framework for remote work. 

Institutions should ensure that their technology resources offer secure, reliable, and equitable access to resources essential to their job responsibilities. Technologies often utilized in creating compatible and accessible remote work environments include virtual private networks (VPNs), cloud-based storage solutions, and remote desktop applications. Such resources empower remote workers to work effectively from anywhere.

Technical Support

Technical support for remote workers is critical to ensure effective technology utilization and enhanced productivity. Adequate (and appropriate) technical support should also be available to employees to troubleshoot issues promptly, answer queries, and provide guidance on technology-related concerns.

To ensure a smooth transition to remote work, higher education institutions should establish a dedicated technical support services model designed for this purpose. Service centers and online support tools need to be staffed by knowledgeable IT professionals who can address faculty, staff, and student queries and provide timely solutions to technical issues. Offering multiple support channels (including phone, email, chat, and online) ensures accessibility and convenience for all remote employees. In addition, updated knowledge bases and self-help resources can empower users to resolve minor technical problems independently.

Professional Development

Higher education institutions need to provide comprehensive professional development programs that address the unique needs of remote workers. Of most importance, employees need to be equipped with the skills and knowledge needed to leverage technology effectively in remote environments. However, providing relevant technology professional development for a remote workforce can be challenging. 

Technology professional development for remote workers is critical in ensuring effective technology utilization and productivity. Institutions should offer comprehensive technology professional development programs (both in-person and online) to ensure that remote workers are proficient in using the technology resources needed to perform their jobs. In addition, ongoing professional development opportunities should also be provided to keep remote workers updated on emerging technologies and best practices.

Cybersecurity

The growing number of remote employees introduces additional cybersecurity risks and challenges for higher education institutions. Remote workers often may need to access sensitive institutional data, connect to the institution's network remotely, or use personal devices for work purposes. This presents several cybersecurity concerns for institutions, including concerns about potential data breaches, unauthorized access, and potential exposure of vulnerabilities in the institution's cybersecurity infrastructure.

There are several steps higher education institutions can take to address the cybersecurity concerns related to remote work. First, institutions should implement robust cybersecurity measures (including multi-factor authentication, encryption protocols, and regular security audits) to safeguard against potential unauthorized access to systems and data. In addition, establishing clear guidelines and policies on data privacy and access control will also contribute to a secure remote work environment. Finally, conducting regular training on cybersecurity best practices and enforcing data protection policies become imperative to mitigate risks associated with remote work.

As remote work becomes increasingly prevalent in higher education, institutions need to adapt their technology access and support models to accommodate this trend. Supporting technology for remote workers requires careful examination of the unique challenges posed by this work model. Higher education institutions must address technology issues such as connectivity, compatibility and accessibility, technical support, professional development, and cybersecurity when developing an institutional framework for remote work. By addressing these issues, institutions can empower remote workers to navigate their job responsibilities effectively, which will ensure the successful expansion of remote work in higher education. Moreover, addressing these issues effectively also promotes employee job satisfaction, inclusivity, and the overall success of the organization.