Campus Technology Support is composed of four units:
Technology Service Desk
Service Desk Analysts are technology generalists who 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 and 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 classroom technologies.
Technology Design & Integration
Architects and Project Leads, in concert with faculty and staff stakeholders, research, 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 campus partners to integrate effective technologies in new and renovated campus spaces while providing a smooth transition to support teams.
Service Design partners with all Information Technology departments to identify, describe, and streamline technology services offered to the Elon community. This team maintains a portfolio of services, how to access them, and related Knowledge Base articles through the IT Self-Service Portal. The focus of Service Design is to enhance the capabilities of service management tools to support the overall customer experience.