ITS User Support and Engagement strives to provide the highest level of customer satisfaction through effective, reliable, and professional IT support, in partnership with campus units. The division advances the University’s role as one of the nation’s leading public universities by providing continuous service improvement and leveraging technology efficiencies and expertise.


User Support and Engagement Service Areas


Carolina Computing Initiative

As part of the University’s coordinated technology plan, the Carolina Computing Initiative (CCI) aims to ensure that Carolina students, faculty, and staff have easy access to high-quality and affordable technology and can use it effectively. At the center of the initiative is the requirement that undergraduates at UNC-Chapel Hill own laptop computers that meet University specifications.

Computer Repair Center (CRC)

The Computer Repair Center (CRC) is a Lenovo certified and Apple authorized computer repair center, located on campus. We provide students, faculty, and staff with the quickest possible computer hardware repair of their Apple and Lenovo model laptops and desktops.

ITS Response Center (ITRC)

The ITS Response Center is the first point of contact for IT Support at UNC-Chapel Hill.

Frontline Support Services

The Frontline Support Services Team provides technical support to UNC students, faculty, and staff as a one single point of contact for academic computing support. We cover a variety of applications and services used across a wide range of systems and platforms. Our areas of expertise include Lenovo and Apple hardware, Microsoft Windows and Apple operating systems, the Microsoft Office Professional suite, ConnectCarolina, Sakai, web browsers, wired and wireless networking, mobile device configuration, and an array of campus IT services.

Walk-in Services

The ITS Help Desk Walk-In Services provides software support for both CCI and non-CCI computers. We also work closely with the Computer Repair Center (CRC) to resolve hardware issues on Lenovo and Apple CCI computers. Click to learn more about our hardware and software support.

The ITS Help Desk has two offices for Walk-In Support. You can locate us in the basement of the R. B. House Undergraduate Library and in the Student and Academic Services Building-South.

Dispatch Services

The User Support and Engagement (US&E) Dispatch Services team provides desk-side support to faculty, staff and departments at UNC Chapel Hill. We provide professional, informed, courteous, customer-focused IT services, in person, at our customer’s work locations.

On-Site Support (OSS)

The User Support and Engagement’s On-Site Support group (OSS) is committed to providing professional, informed, IT services focused on the critical business functions of the customer department.  These services are provided in person, directly to the customer site’s staff, in the customers’ offices and department locations, with an extreme emphasis on providing excellent customer service.

Remedy Services

The Remedy Development and Services team supports the faculty, staff and students of UNC-Chapel Hill by providing customized applications, using the Remedy Action Request System (ARS) development environment.  These applications are developed to support technology usage at UNC-CH.

ResNET

ResNET provides on-site IT support, education and the technology infrastructure for the UNC-Chapel Hill residential communities. The ResNET staff is committed to enhancing the intellectual environment to support the University’s vision. Visit resnet.unc.edu for more information.

University Operators

The University Operators answer calls to the main number of UNC at Chapel Hill (919) 962-2211, providing directory assistance and general campus information to the public and the University community. The operators also schedules Meet-Me conference calls for Faculty and Staff.

Software Acquisition

The goal of ITS Software Acquisition is to provide a single, centralized point of contact where information about University site licenses may be obtained. Visit software.unc.edu for more information.

Our Team

Priscilla Alden
Assistant Vice Chancellor
919-843-2103
priscilla_alden@unc.edu

Sharon Glover
ITS Response Center Director
919-445-0258
glover@unc.edu

Tomee Howard
Remedy Services and Development Applications Specialist Manager
919-843-8391
tomee_howard@unc.edu

David Eckert
CCI, CRC and Dispatch Service Manager
919-843-8772
david_eckert@unc.edu

Ken Yow
On-Site Support Manager
919-962-1422
ken-yow@unc.edu