Author: Mazen Morrar
Mazen is a student employee with Technology Services.
When you forget a password, need help accessing email or walk into a classroom where technology suddenly is not working, the first place many people turn is the IT Service Desk. It is one of the most visible and essential support services on campus, helping students, faculty, staff and retirees stay connected to the tools they rely on every day. While many people only interact with the IT Service Desk when something goes wrong, there is a dedicated team behind the scenes working to keep campus running smoothly.
Melissa Wills, IT Service Desk Specialist with Technology Services, plays an important role in providing that support. Since joining Tech Services at the start of the year, she has helped campus users navigate technology challenges both big and small. With previous experience as a teacher and librarian, Melissa brings strong communication skills, patience and problem solving to a fast-paced environment where every interaction is different.
We spoke with Melissa about her role at the Help Desk, the wide range of support the team provides and what makes working with the campus community so rewarding.
Can you tell me a little about your role as an IT Service Desk specialist and what a typical day looks like for you?
What makes the IT Service Desk so much fun is that every day is different. Some days are spent mostly answering tickets and phone calls and seeing the breadth of what happens on campus through each of those requests. Other days I run to classrooms and help make sure the equipment in those rooms is working for the classes using them. No two days are ever the same.
What do you enjoy most about working with the campus community through the IT Service Desk?
I work with the newest students who are navigating our campus for the first time. I also work with staff who are designing classes, working with gradebooks, or trying to access their email. Additionally, I work with those who are retired to make sure they know what is available in retirement and how to access that. I enjoy working with all of our staff and students and enjoy making sure they have the support they need to be successful.
What are some common issues you help people with, and how do you approach solving them?
Our common issues are mostly access to resources. This might mean finding the resource, helping with passwords or setting up 2FA. After that, the scope of what we help with is almost too wide to describe. Once you have worked at the IT Service Desk, you have helped with a little bit of each part of our campus.
What is something about your job that people on campus might not realize?
The Answers KnowledgeBase we help maintain is robust and incredibly helpful. Most questions posed can be answered by one of these articles. In addition to this, our students are the best around. They are hardworking, patient, diligent, and kind.
How long have you been with Technology Services, and what brought you to this role?
I started in Technology Services at the new year. Before starting here, I was a teacher for many years, then a librarian. I feel my prior careers have helped me in this new role and I have enjoyed how much I have learned thus far.
What do you enjoy doing outside of work?
I enjoy traveling, reading, trying new restaurants, and watching my children do the activities they love.
“Behind the Screens” is a series of stories highlighting a different member of Technology Services each month so that you can get to know who we are and what we do for our university.