IT Support Services

The primary mission of IT Support Services is to provide computing service, support, and consultation to the faculty, staff, and students of Appalachian State University.

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Tom McDonnell
Director of IT Support Services


Help Desk

The first line of defense is the Help Desk, who answers questions, offers information and refers more complex situations to other support personnel who specialize in that particular area at 828-262-6266. Information is logged into a support management and tracking system to facilitate problem tracking and resolution. Logging also provides valuable information about trends, allowing proactive information distribution to potentially affected users before problems arise. This support unit is also responsible for communication to the campus via email and our web support portal to provide the university with pertinent and timely communication regarding IT issues on campus. This support team continues to keep apprised of new technologies and software by attending a variety of workshops, and participating in online courses.

Technology Support Center

The Technology Support Center provides a walk-in service for faculty, staff and students that diagnoses and resolves hardware and software problems. Problem resolution is dependent on workload, or possibly parts availability. We are starting to see a dramatic increase in activity primarily due to new viruses, malware, and spyware that is specifically rampant on student computers. The support center attempts provide a reasonable turnaround time, but due to the increase in support requests, this is not manageable. Levels will continue to be evaluated to determine the types of services offered based on the user profile. This is subject to staffing availability and services that may be available locally to address the problems.

Consultant Services

This group consists of IT professionals who are called on to resolve a variety of IT problems for the faculty and staff of the university. ASU has developed a standard computing environment for faculty and staff PCs and Macs called the Appalachian Computing Environment (ACE) desktop installation, which is easily deployed and supported on individual machines. This standardization dramatically reduces the time required to have a user "up and running" when his or her machine has ceased functioning due to software problems, or when a new computer is installed. We use the Tech Excel integrated incident management system to record, track and resolve service requests. The workflow features provide an automated workflow mechanism to keep the customers and support staff apprised of the status.

Learning Spaces

The mission of Learning Spaces is to support/maintain/standardize all University Classrooms according to the SMART Classroom standards for classroom technology. Currently we have 322 Smart Classrooms, out of a total of 396 General Classrooms, for a total of 81% of classrooms having standardized technology

This past academic year the class tech team resolved 1557 support requests through the incident management system, 773 coming directly from Intercoms located on the Podiums. On average, the classroom technology is utilized 60% of the time during the academic day. The majority of the usage of equipment is data projector and desktop computer.

Copier and Print Services

Copier and Print Services maintains the fleet of multifunctional printers on Appalachian State's campus. This includes: Hardware support, Consumable Supplies, Recycling program, Printing and Scanning Support, Installation and relocation, Accounting, Training users, and Liaison with the vendor. 

Web Services

Web Services provides website services and support for academic departments and administrative divisions on campus. Web Services: builds sites in the Drupal content management system; provides platform training to users; and provides ongoing support, maintenance, backups, and security updates for 400+ campus Drupal sites. Web Services also supports: web hosting for individual faculty, staff, and students on the WWW server; live streaming of campus events; site search for and all subdomains; MyASU; and campus weather cams.