IT Support for Returning Employees

University employees will begin returning to their campus workspaces on or after August 16 after being away for nearly a year and half.  Some may discover that their university-owned devices and IT services are not working properly or that they are not adequately equipped to accommodate a hybrid schedule.  To prepare for an increase in device support requests, we have been encouraging staff to return early to test their on-site setups.  We offer in-person clinics to areas we support where on-site technicians help troubleshoot issues.  Beginning August 16, we will transition to a tiered approach that scales to help us meet increased requests with available staff.  We will be asking people to try to set up their own workstations and have prepared a self-help resource to provide guidance:  If they encounter problems during set up or with IT services, then we will encourage them to request remote assistance by submitting a support ticket through  Finally, if their issues remain unresolved, we will schedule a time to assist them in-person.

We wanted to share this strategy with you in advance so that you might better advise those in your areas about how to proceed.  We appreciate your patience and understanding as we all adjust to a more open campus.