Although I’m an engineering major, I can solemnly say that I am technologically challenged, especially when it comes to computers. E 115 was my kryptonite, and I still don’t truly know the difference between hardware and software, but usually I can survive. However, last week I was locked out of my Unity account starting at 6 p.m., and the panic began to set in.
With WebAssign assignments due in the next hour but no way to get into my account, I immediately went to the Office of Information Technology’s website to see if there was a call center. I called the help desk, but it was past 5 p.m., so it was closed. As absolute panic began to set over me as I sprinted from my dorm in east campus to the walk-in IT help center that was set to close in 15 minutes.
Luckily, my IT problems were solved right before the walk-in center closed at 7 p.m., but I couldn’t help but think about what would have happened if this problem started later in the evening and all of the technology help options were closed. As a result of technology’s central role for homework and schoolwork, consequences of an IT disaster after 7 p.m. can be extreme, and there needs to be a 24-hour IT help call line for students in need.
It is important to realize that there is proficient technological support offered on campus through the Office of Information Technology. First, there is the IT help desk that can be contacted either through phone or email; however, the desk is only open from 8 a.m. to 5 p.m., not including the weekend. The OIT Walk-in Center does help make up for the lack of availability from the IT help desk with longer hours and availability on Saturdays as well.
Yet with over 100 hours of the week without either the help desk or the walk-in center open, there is an incredible lack of support for students experiencing computer or online problems at less convenient times. Computers, unlike humans, do not care about what time of day it is for there to be an IT issue; hence, issues can arise at any time of day to wreak havoc.
To make up for the time that the OIT does not have open hours, they have an online knowledge base under “service now.” On the webpage, there is a collection of frequently asked questions regarding IT problems and answers from the NC State community. Not to mention, if your question hasn’t been answered before, then you have the opportunity to ask it and receive an email notification once it’s been answered.
Although it is a nice gesture, having a webpage dedicated to FAQs doesn’t provide the necessary help that some students might need. For example, my issue was not under a question that had been asked, so I wouldn’t have had access to any resources. Moreover, some people need to be talked through steps, and written directions might not be as efficient.
Understanding this gap in technological support at NC State, the Office of Information Technology should have a 24-hour IT help center for students. Yes, it is a tall order to fill to have a 24-hour call or help center, but it could serve as another resource to help students when issues arrive late in the night and all hope seems lost. Especially since almost all of our work is online, it is only fair that we have technological support in case of minor emergencies.
Investing in this resource might sound daunting, but its bark is worse than its byte. The all-day access to help could help save late night freak-outs and prevent laptops being thrown from balconies.
