Beginning June 1, there will be various changes in the Information Technology department. These changes are a result of a number of conversations across departments and support a model of providing improved customer service to all students, faculty, and staff. The various changes outlined below will occur this summer, in preparation for the start of the fall 2013 semester. The two main functional differences focus on the tasks of Instructional Technology and Multimedia Support and the Help Desk.
Special programs and events support is moving to the Office of Communications and
Marketing. One position will be reduced in ITMS, and a position will be added to the Communications and Marketing department focusing on videography and special event production, with support for live streaming, recording, and event setup. This will help
streamline the process for those of you planning events, because C&M staff will be able to assist with all aspects of the event, from room reservations and promotions to audio-visual support. C&M has opened a search to fill this new role, and the job ad is available here.
Instructional Technology services will expand: Adam Dinnes will move into a position of Instructional Technology Specialist and will work with Manager of Instructional Technology Jedidiah Rex to provide advice and assistance to faculty as they incorporate various forms of technology into their teaching. Adam’s office will move to the library where he and Jedidiah will collaborate with the librarians to improve this service.
The ITMS Help Desk and the IT Help Desk will combine into a single service point, led by Scott Murphy, the manager of technology support. The new service point will be staffed primarily by students, who will be trained to answer a higher volume of questions immediately rather than transferring the call to one of the technicians. The service point will also provide various services such as checking out loaner equipment, large format print jobs, and other IT services as needed. IT will also be making changes so that the staff at the Tech Help Desk in the library are more consistently trained, making that service point more of an extension of the Help Desk in Mayer. Stay tuned for more information about a name change for the help desk, the consolidation of at least four IT support email addresses, and the implementation of a new ticket tracking system that will facilitate the way that we communicate with customers who request our assistance.
With Scott’s increased responsibility, Drew Gracyalny will move into a role of technology support coordinator. In this role, he will still report to Scott, and will continue to assist customers, but will also supervise Denny Broderick and Doug Henthorn, the technology support specialists, in order to relieve Scott of the coordination role related to their work. The technology support team will also be supporting the technology in classrooms, which is presently handled by ITMS.
Since Sherry Monahan presently has a great deal on her plate with the help desk and purchasing and inventory, her position will change to a Technology Purchasing and Inventory Coordinator position that it is only focused on purchasing and inventory, allowing IT to enhance those services and processes. Since she and Scott Murphy already work closely on these tasks, she will report to Scott and be part of the technology support team.
The IT department is looking forward to working through the steps of implementing these changes, and building a more proactive support model for the campus. If you have any questions, please don’t hesitate to drop a line to Director of Information Technology Kelly Scott.