William & Mary

Walk-In Technology Support Now in Jones 201

The new TSC space provides a welcoming entry point for walk-in support questions.W&M IT understands that experiencing technical issues, in a word, is a hindrance. And as technology becomes increasingly integrated into our daily lives, the volume and complexity of technical issues increases. IT wants to help resolve those problems as quickly and efficiently as possible. To better respond to the campus’ growing need for technology help, the Technology Support Center (TSC) now has additional office space in Jones 201 dedicated to walk-in support.

In mid-February, five TSC employees and all student employees moved from Jones 208 to newly-renovated Jones 201. The five employees that moved to the space are known as “level one” staff members, who work with TSC clientele directly, either in-person, via email, or over the phone. In addition, the TSC Manger, Brian Persinger, also moved to Jones 201.

In general, Jones 201 is more open and provides easier accommodation for walk-in clients, while also having the additional advantage of having more IT technicians in a concentrated space. Previously used as an IT training room, the new space includes a walk-up counter, a waiting area with comfortable seating, additional seating at each of the five technician spaces, and a shelf with ready-to-use computers for clients with account issues.

Alexander Halsey, technology support specialist, says: “The new TSC room feels much more spacious than ever before. We have more desk space, which allows us to manage our tasks more efficiently. Additionally, the new layout allows for a more positive customer experience.”

Jones 208 is still occupied by TSC staff but now has more breathing room. The extra space will be used as swing space for technology equipment. Michael Murphy, Director of Academic and Technology Support Services, explains: “IT manages the Equipment Service Program. IT will use this space to stage and deploy PCs and laptops that are to be leased to faculty and staff."

Overall, with the addition of Jones 201, the TSC will be able to provide the best possible and most convenient walk-in support to its clients.