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User Services

 User Services

The ITS User Services staff provides varying levels of support, customer service, and communication to campus in regards to technology. Additionally, we work to anticipate upcoming technology needs of the campus community and communicate/coordinate those needs to the other IT departments on campus.

Our hours and availability can be found on our help desk site : www.eiu.edu/its/helpdesk


Campus Technology Support (Help Desk)

Staff - Carlene Richardson, Stacey Hickox, Sam Eddinger

Our Campus Technology Support staff, and student worker team, strives to provide top notch support and customer service for the many technology needs on campus. The primary role of this group is to provide support for staff and students by phone, email, and remote computing sessions.  They additionally assist many walk-in support requests.

Desktop Technicians

Staff - David Smith, Joe Walsh, David Jobe, Chadd Gaston(AME)

Led by David Smith(Desktop Tech Coordinator), this team works to provide in office support for your technology needs.  The primary role of this group is to setup, deploy, scrub for surplus, and work on technology projects and issues in your department or building.

Desktop Manager

Staff - Jason Hamilton

The Desktop Manager works with all areas of User Services, ITS, and various technology departments on campus to manage the desktop computing experience to ensure things run as smoothly as possible. Primary responsibilities of this role are automated operating system deployment management, process automation and scripting, Group Policy Management, Symantec Endpoint Protection Management.

Program Assistant

Staff - Cay Kolling

This position works on many of the internal office needs of the group, including ITS inventory, scrub inventory, student worker scheduling, updating documentation and training needs, account management, campus communication, and assists others in the group for documentation and technology support.


FY '14 Projects

  • Migrating machines away from Windows XP
  • Implementation of System Center Configuration and Management Server
  • Symantec 12 client deployment
  • Upgrading all Internet Explorer 8 to Internet Explorer 9
  • Converting non-ATAC labs to managed labs with standard configurations
  • Research and implementation of a new incident reporting system
  • FY14 ITS Inventory
  • Assist with planning/implementing ITS website upgrade
  • FY14 large computer purchase