Skip to main content
 

Managed IT Services Provide Exceptional IT Support to Campus


In May 2016, the ITS User Support & Engagement division restructured by merging On Site Support with Dispatch and installing Dave Eckert as the group leader. In addition, US&E changed the name of the group that Eckert now manages to Managed IT Services. US&E sought an organizational structure that would deliver the best possible service while maintaining its agility and ability to respond to unforeseen problems and special projects. The new structure also gives staff members in the advanced band of their position opportunities to build team-lead responsibilities.

On Site Support provides customer service, information technology and management support to about 3,000 staff members and administrators who are spread over 97 offices across campus, across North Carolina, and in Nashville, Tenn., and Washington, D.C.

Exploring the world of On Site Support
On Site Support staff members are embedded with the departments they serve, immersing themselves into the business needs, processes and culture of their host departments and offices. They are as much a part of their customers’ sites as they are ITS.

The unit provides customer service, information technology and management support to about 3,000 staff members and administrators who are spread over 97 offices across campus, across North Carolina, and in Nashville, Tenn., and Washington, D.C.

Variety is the norm
Larry Heimer, Systems Specialist with On Site Support, has provided on site support for Undergraduate Admissions for 16 of his 17 years with ITS. His varied responsibilities and customer base provide a glimpse into function of the entire OSS team. Heimer maintains and troubleshoots hardware and software for the 90 workers he supports during Admissions’ peak crunch time. Those workers include regular employees, seasonal application evaluators, work-study students, grad students, social media interns and student campus-tours coordinators. Heimer is responsible for desktop computers, laptops, tablets, office-owned flip phones and smartphones that individuals own but use for work.

Featured On Site Support Videos

Supporting Athletics is akin to serving a city
The group within On Site Support that provides tech support to the Athletics Department, meanwhile, might as well be supporting a city. The team provides customer service, information technology and management support to customers at 17 buildings within 6 square miles. Those customers include Athletics Department staff, coaches, 800 student-athletes, spectators, as many as 250 volunteers, news media, sponsors, security personnel and youth camp attendees. The buildings include the large, high-profile venues of Kenan Stadium and the Smith Center, which draw up to 65,000 and 23,000 people, respectively, and lesser known places such as the Tennis Center, Chapman Golf Center and Finley Golf Course.

In addition, the group supports the technology needs of other Athletics Department facilities and operations—museums, maintenance and facilities offices, a golf pro shop, restaurants, administrative offices, gyms, study areas, conference facilities, TV and video production, press rooms, sports medicine and command center with emergency service professionals. The group also supports NCAA regional events and non-sporting events.

Customer Testimonial

AnnualReport-Legge

Praise for “extraordinary patience and skill”
Allison Legge, Senior Associate Director for Enrollment and Undergraduate Admissions, calls Larry Heimer, Systems Specialist with On Site Support, “our superhero.” She offers the following customer testimonial:

“It’s an understatement to say that Larry goes ‘above and beyond’ each day to support us. In fact, we joke that Larry defies the laws of physics. If we call Larry to ask for help, he somehow manages to appear in our office before we even hang up the phone. Others think he may be telepathic—‘All I need to do is think that I need some computer help, and Larry magically appears.’

Most of all, Larry continues to support each of us with extraordinary patience and skill—even in extraordinary situations. Whether configuring new hardware and software, protecting sensitive data or providing daily computer fixes, Larry remains an invaluable and trusted colleague.”

Comments are closed.