Technology Support Services

Assistant Vice Chancellor: Susan West

Technology Support Services (TSS) provides a variety of technology support and consulting services for the NC State University campus community. Major areas of support include:

  • Campus desktop environments
  • Email, calendaring, and campus Web environments
  • Enterprise applications
  • Learning spaces
  • Student-focused computing
  • Problem-ticket tracking and IT service management tools through the ServiceNow system
  • Hosted server and application services

Help Desk and Learning Spaces Support

Director: David Ladrie

NC State Help Desk

Service Manager: Nik Davlantis
The NC State Help Desk is the primary point of contact for computing services at NC State. In coordination with other campus consulting groups, the NC State Help Desk supports the students, faculty and staff of NC State in their computing and technology endeavors by understanding their needs and developing solutions that work for the campus community.

The Walk-in Center

Service Manager: Carrie Levow
The Walk-in Center provides support for ResNet, which is the campus Internet access for students living both in NC State University residence halls and in Greek Village. The Walk-in Center also provides support for student owned-computers, computing accounts and more.

ClassTech

Service Manager: Ron Bradley
ClassTech provides AV technology design and integration services, and supports the use of classroom technologies in learning spaces across campus. The team also maintains workstations in Unity Labs and Training Labs.

WolfPrint

WolfPrint provides student printing resources through the deployment of 125 printers across campus.  Using their AllCampus accounts students are able to print to any of the printers from a computer lab or from their mobile devices.

Client Solutions

Director: Danny Davis

ServiceNow and IT Service Management

Service Manager: Bryce Clodfelter

The ServiceNow and IT Service Management team provides ServiceNow administration and support, ServiceNow application development, and IT Service Management consulting. The ServiceNow platform provides internal and external support through an automated service desk workflow based application which provides flexibility and ease-of-use. The tool provides structure to align with Information Technology Infrastructure Library (ITIL) processes such as incident management, request fulfillment, problem management, change management, knowledge management, service catalog. These processes allow customers to manage related fields, approvals, escalations, notifications and reporting needs.

The ServiceNow platform include the following top-line features (some are currently limited in use)

  • Incident Management – Manage service disruptions and restore normal operations. Whether it be a service is down or a user has a locked out password.
  • Knowledge Management – Gather, store and share knowledge within the organization or to the public. Can be utilized by Incident Management or Service Portal.
  • Problem Management – Identify the underlying cause of recurring incidents.
  • Change Management – Minimize the impact of service maintenance and upgrades.
  • Configuration Management – Define and maintain a configuration management database (CMDB) for the IT structure including Business Services, Computers, Servers, & Printers
  • Asset Management – Manage assets and inventory records. Related to Configuration Management.
  • Service Catalog Management – Automate processing of requests for goods and services.

Managed and Hosted Services

Service Manager: Dan Evans

Services provided:

  • Develop policies and technologies used in our managed workstation environment
  • Package, test, and support applications
  • Develop Group Policy objects (GPOs) and Organizational Unit (OUs)
  • Implement, train, and develop policy for desktop management tools
  • Provide 3rd Tier Support for managed desktop environment
  • Develop and test scripts for imaging and installation (Windows and Macintosh environments)
  • Create documentation and training materials
  • Develop website content and maintain Web presence
  • Interface between desktop support and systems groups
  • Integrate and support desktop email and messaging service for campus
  • Server and application maintenance and support via the Hosted Services team

Managed Desktop Support

Service Manager: Chadwick Seagraves

Services provided:

  • Service Level Agreement (SLA) implementation, ensuring that:
    • Support service meets or exceeds the SLA.
    • Support tiers are functioning properly and addressing support issues as they arise.
  • Application delivery
  • Installation support for SAS and mobile devices
  • Desktop Group Policy object (GPO) implementation and support
  • Identifying policy, application, and desktop environment needs
  • Interface between end-users and desktop development team with regards to desktop environmental requirements
  • Interface with Help Desk staff to ensure that customers receive appropriate support and calls are appropriately escalated.
  • Hardware and on-site support