Welcome
Welcome to Boston University!
The IT Help Center provides computing support to the students, faculty, and staff of Boston University via our website, our telephone and walk-in support center, our free tutorials program, and individual consulting. We fully support both Windows and the Mac OS, and our goal is to help everyone in the BU community make the most effective use of Information Technology resources.
How we fit in
The IT Help Center is part of Information Services & Technology under the direction of Vice President Tracy Schroeder. The IT Help Center was created in 2009 as a result of merging University Computers, the Personal Computing Support Center, Central Consulting, the UIS DCS Microcomputer Support team and the IT Front Office.
What we do
Our services include manufacturer authorized warranty and non-warranty hardware repair services as well as software support for all supported applications. We also offer sales (and Software Assurance fulfillment) of Microsoft and Adobe software to departments and BU individuals, as well as personal sales of selected computers, all with significant educational discounts. We also support account management (including ACS accounts), the MyPrint system and email issues.
How you fit in
Client support specialist (CSS)
The CSS is a front-line technical support position dealing with first and second tier customer issues to all faculty, staff, and students at BU. You will answer questions and provide help to faculty, staff and students who use Microsoft Windows and Macintosh OS based personal computers, a wide variety of personal computing applications and networked application and resources. Consultations may take place via e-mail, telephone or in person. Once the basics of service desk coverage are maintained, the position provides the opportunity to develop technical skills and to learn to resolve more complex problems over time. From an organizational standpoint, you report directly to David Cole, Service Desk Manager. David reports to the Project Director of the IT Help Center, Stacy Gianoulis. Stacy reports to Tracy Schroeder, Vice President of Information Services & Technology.