Technology Support Services
- Technology Support Services consists of three areas that provide ongoing technical support and training to assist our customers with the efficient and effective use of technology at GPC. Our Classroom and Event Technology
area is focused on the integration of classroom technology through design, installation and use. Also, providing audio visual support for college sponsored events. The Technology Support
area endeavors to provide desktop and classroom support that is prompt, proactive, highly responsive and adaptable to the needs of the college community. The GPC Technology Service Desk
acts as a central point of contact for technology-related questions, issues and problem resolution.
Example of services provided:
o Desktop acquisition and asset management
o Desktop Integration and software support
o Password Management
o Student open access labs & Printing
o Central point of contact technology support
o Incident tracking, resolution & escalation
o Knowledgebase management
o Video & web conferencing
o Customer Self Help Portal
- The Assistant Director of Technology Support leads the Technology Support multi-campus teams in providing comprehensive desktop computing and classroom audio visual support to the GPC environment. Stan is responsible for providing leadership, overall coordination and direction for his teams in alignment with GPC strategic goals. Operations include management of personnel, development of policies and procedures governing the implementation, deployment, maintenance and support of Technology in the GPC environment. Includes the integration of micro computing hardware, software, Audio Visual and networking support. Project management duties include task management, action plans, implementation timelines and activities. Coordinates the equipment upgrade program, specifies equipment pool, and the cost effective procurement of upgrade equipment. Approves College Technology purchases as “Supported in the environment” and ensures warranties are sufficient to equipment lifecycle.
Classroom & Event Technologies
- The Classroom and Event Technologies group is comprised of many areas. The first includes the newly developed Jagspot open computer labs located on each campus. Jagspots provide access for students to the latest in computer technologies and software as well as business office functions and hands-on technical support. There are one or more of these locations on each campus containing anywhere from 25 to 75 seats supported by as many as 70 part time student employees. Second, the Event Technologies group coordinates technology requests for the delivery, set up and training for all of the colleges on and off campus events, as well as graphical design for digital signage content delivery for more than 30 flat panel displays located throughout the campuses. The Events group is also responsible for the college’s high definition multipoint videoconferencing systems located on each of the campuses. Finally, Glenn provides design and implementation of audio visual systems for all new and renovated classrooms and meeting spaces on all GPC campuses.
Assistant Director of Classroom & Event Technologies - Glenn Sierko
- The Service Desk plays an important role in customer support. It not only handles incidents, problems and changes via email, telephone support or Self Service; it also provides customers with a central point of contact to the Office of Information Technology (OIT) department. In this role the Service Desk Team must endeavor to deliver excellent support with outstanding customer service, satisfaction and timeliness. Service level agreements have been established, are continually enforced and team performance is monitored through various statistical and reporting tools to insure customer service goals are achieved.
Service Desk Manager - Sue Kirschner