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.