In the summer of 2011, I was handed an opportunity to design and teach a course loosely based on Apple’s in-store Genius Bar. The driving force behind this course was the impending launch of our 1-to-1 iPad environment. That summer, the Burlington Public Schools (MA) tech team was preparing to deliver iPads to every student in the high school. We were a five-person team, and three of those positions covered every school and device in the district. We were taking on these additional devices without additional support.The key in all of our 1-to-1 planning was developing a way to integrate tier one support on a daily basis. We knew there would be a demand for consistent support from both students and teachers. We also knew that our standard ticketing system would get backlogged very quickly — not to mention that we would still have to attend to other tickets districtwide.