computer operator

ITS User Support & 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

Business Systems Help Desk

A dedicated Business Systems Help Desk provides support ConnectCarolina and InfoPorte users. The Business Systems Help Desk representatives have received extensive training in ConnectCarolina Finance and HR/Payroll and in InfoPorte. While the ITS Service Desk is available 24/7, and you may submit a help ticket at any time, the Business Systems Help Desk is staffed Monday – Friday, 8 a.m. – 5 p.m. ConnectCarolina and InfoPorte tickets may only be worked during normal business hours.

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, Dell-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, Dell 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-Chapel Hill 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 Service 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.

The ITS Service 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-North.

Dispatch Services

The User Support & 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 customers’ work locations.

On-Site Support (OSS)

The User Support & 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 Carolina.


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 for more information.

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 for more information.

Our Team

Sandra Germenis
Assistant Vice Chancellor, User Support & Engagement

Sharon Glover
ITS Response Center Director

David Eckert
Managed IT Services Director

David Smith
ITSM/Remedy Manager

Theresa Silsby
Director, Business Systems HelpDesk