Understanding Technology Support in the College
The Temple University Help desk (x1-8000 or [click-for-email]) 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:
- David Matthews, Senior Support Specialist
- Ashley Jones, CRM Support Specialist
- Greg Konicki, Assistant Director of Administrative Systems
- Greg Szczepanek, Director of Information and Instructional Technology
- Lori Bailey, Assistant Dean of Enrollment, Technology, and Assessment
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 (& Lab Manager)
David Matthews serves as the first point of contact for technology-related issues across the college. He provides front-line support for faculty, staff, and students, assisting with hardware, software, and classroom technology troubleshooting. David also continues to oversee the Education Computing Center (ECC), ensuring that all lab equipment is maintained and functional. He helps coordinate student workers who support the ECC, and collaborates with the Director of Information and Instructional Technology to address support requests and ensure timely resolution of technical problems.
CRM System Specialist
Ashley Jones primarily assists with graduate faculty and the Enrollment Management staff in the College to support and enhance our graduate application and recruitment tool - Slate (also known as Admissions CRM).
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).
Director of Information and Instructional Technology
As Director of Information and Instructional Technology, Greg Szczepanek leads the strategic and operational management of technology support across the College. He oversees day-to-day support for classrooms, labs, and faculty and staff offices, ensuring responsive and effective service delivery. Greg manages the TUHelp queue to monitor and resolve support requests efficiently and professionally. He also serves as the College’s primary liaison to central technology services, including Telecommunications, Canvas support, and other university-wide IT resources, fostering collaboration and alignment across departments.
Assistant Dean of Digital Transformation and Innovation
As Assistant Dean of Enrollment, Technology, and Assessment, Lori Bailey plays a key leadership role in advancing the College’s strategic goals in student enrollment, digital infrastructure, and academic assessment. She oversees the integration and management of technology across programs, departments, and centers, while also leading initiatives to streamline data collection, reporting, and analysis. Lori provides oversight for technology-related projects, budgeting, and resource acquisition, and supports the effective use of technology in curriculum development. She continues to serve as the College’s webmaster, Information Security Liaison, Accessibility Liaison, and technical support specialist for assessment and evaluation systems. In her expanded role, Lori also collaborates closely with college leadership on enrollment strategies and student success initiatives.
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.
Contact Education Tech Support Team
Online: TUHelp (http://tuhelp.temple.edu), preferred
Email: [click-for-email]
Phone: 215-204-6227