Understanding Technology Support in the College
The Temple University Help desk (x1-8000 or firstname.lastname@example.org) provides university-wide support for office computers and technology issues. Faculty and Staff will receive priority service by requesting help online using TUHelp (http://tuhelp.temple.edu). The HELP desk should be considered your primary, central contact for assistance.
Meet the College Tech Support Team
The College technology support team includes:
- [Position Open], Technical Support Specialist
- David Matthews, Computer Lab Support Specialist
- Rahel Teklegiorgis, CRM Support Specialist
- Greg Szczepanek, Assistant Director of Information and Instructional Technology
- Greg Konicki, Assistant Director of Administrative Systems
- Lori Bailey, Assistant Dean of Digital Transformation and Innovation
Technical Support Specialist
The CEHD Technical Support Specialist's primary responsibility is to provide support for the College's faculty and staff offices, including all three departments and two centers. Staff receive assignments via TUHelp or as directed by the Asst. Director of IT. The College also maintains a small student support staff, who works with the Tech Office, to assist with setups and installation of hardware and software and to quickly resolve smaller support issues.
Senior Technical Support Specialist (Computer Lab)
David Matthews' primary responsibility is to ensure the smooth operation of our multi-classroom computer lab, the ECC (Education Computing Center). David oversees the maintenance of all hardware and software in the lab, ensuring we have current and working equipment for use by our instructors and students. He assists in managing the student workers who provide coverage and support during lab hours. Dave also assists with Education faculty & staff support issues, as assigned by the Asst. Director of IT.
CRM System Specialist
Rahel Teklegiorgis primarily assists with graduate faculty and the Enrollment Management staff in the College to support and enhance our graduate application and recruitment tool - CRM Recruit (also known as Admissions CRM).
Asst Director of Information and Instructional Technology
The Asst. Director oversees the day-to-day technology support for classrooms, labs, and faculty and staff offices. Greg Szczepanek primarily oversees the TUHelp queue to ensure that requests are fulfilled in a timely and professional basis and to assist with problem-solving. Greg also serves as the College liaison to other technology services, like Telecommunications and Blackboard support.
Asst Director of Administrative Systems.
The Asst. Director of Administrative Systems supports faculty and staff in designing and maintaining technology solutions for managing business processes and tasks. Greg Konicki supports a variety of administrative systems and tools. Greg assists with custom reports and data analysis (COGNOS), business processes (workflow), student data systems (TK20 and EdPortal), survey management (Qualtrics and SurveyMonkey), and online forms (JotForm and Wufoo).
Assistant Dean of Digital Transformation and Innovation
The College established the Assistant Dean position to oversee management of technology throughout all our programs, departments, and centers. Lori Bailey's primary responsibilities are to advance the College's digital transformation initiatives, develop systems of data collection and reporting, track and oversee acquisitions of technology assets and resources, develop and promote technology integration in the curriculum, and oversee and manage technology-related projects and spending. Lori also serves as the college webmaster and manages college-related web sites, pages, and content. Lori is also the College's Information Security Liaison, Accessibility Liaison, and Assessment and Evaluation technical support specialist.
Education Tech Support and the 5-Minute Rule.
While the Help Desk should be the primary contact for office support issues, the Education Tech Support Team assists in resolving small issues quickly and efficiently. Thus, we apply the 5-minute rule: if our staff can resolve the issue in 5 minutes or less, we will. If however, the issue is more complex, requires follow-up, or is related to network systems not under our domain, we will refer the user to the Help Desk to submit a formal request.
Assistant Dean as Help Desk Liaison
In addition to answering your simple tech support issues, the Assistant Dean serves as the College's liaison between users and the Help Desk. If, after contacting the Help Desk, your issue remains unresolved after 72 hours, unresolved after a visit from tech support, or expands to include new and additional concerns, you should forward your ticket number, along with a brief history of the problem to the Assistant Dean. Lori will then work with the necessary Temple services to resolve your issue promptly and completely.