Campus Technology Support is composed of four units:
Technology Service Desk
Service Desk Analysts are technology generalists that serve as the first line of contact for almost all technology needs. This unit answers nearly 30,000 support requests per year and resolves most of those requests without escalation to other units. The Service Desk also coordinates with the Support Operations team to supply all of the computer labs and print management stations with needed materials such as paper, staples, toner, disinfectant wipes, etc.
The Support Operations unit performs two primary roles for Elon:
- Support Engineers and Specialists are experts in configuring, managing, and supporting Elon’s deployed technology devices. This unit builds, installs, and manages all campus computers, tablets, printers, copiers, peripherals, phones, and other devices used throughout the University. This team manages installed campus software, maintains operating system patches, inventory, and the overall endpoint computing experience.
- Classroom Support Specialists are experts in technology used to present instruction in the classroom. They support over 200 campus technology-enabled spaces consisting of classrooms, meeting spaces, and common areas on campus. This team develops custom programming for a variety of audiovisual control systems and consults with faculty on how to use the classroom technologies.
Technology Design & Integration
Architects and Project Leads, in concert with faculty and staff stakeholders, design, research, and implement technology solutions for unique outcomes such as classroom learning, campus social spaces, meeting areas, and event spaces. This team works closely with Planning, Design, & Construction Management to integrate effective technologies in new and renovated campus spaces while providing a smooth transition to support teams.
The Service Design Manager and the Service Design Analyst partners with all Information Technology departments to identify, describe, and streamline IT services to the Elon community. Through documenting IT services and how we offer them, this team maintains a portfolio of services, promotes the use of best-practice methods, provides documentation through the IT knowledge base (Technology Wiki), and enhances the capabilities of service management tools to support our overall customer experience.