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Central Help Desk: Chapel Hill

This page provides information for the Beard 110 UNC Eshelman School of Pharmacy IET Central Help Desk for Chapel Hill.

Beginning July 30, 2024, Beard 110 will be the designated walk-in location for Tier 1 IT support on the ESOP Chapel Hill campus. Asheville faculty, staff, and students can continue receive support in Karpen 107 or through the Zoom link below.

Location

Beard Hall Room 110 CHD (Formerly IET Tech Core/Control Center)
Virtual through Zoom: IET Central Help Desk Virtual Support

Hours of Operation (excluding University closures and special events)

Monday – Thursday: 8am – 2pm (Virtual support available until 4pm)
Friday: 8am – 2pm

Note: Days with 8am exams, Examsoft support will begin at 7:30am.

Support 

The IET Central Help Desk is the designated walk-in location for UNC ESOP faculty, staff, and students on the Chapel Hill campus. It should be your first stop if you need immediate IT support in lieu of going to staff offices. 

The CHD’s primary purpose is to troubleshoot and resolve Tier 1 IT issues. It is staffed by IET permanent staff and Federal Work Study students. Typical issues that fall into the Tier 1 category include:  

  • Eduroam/UNC WiFi
  • VPN 
  • Printer access 
  • ESOP software application access 
  • Student Loaners
  • Minor hardware issues 
  • Software installation 
  • Examplify/Examsoft

The CHD’s mission is to get you back to work as soon as possible.  The solution may be a temporary workaround until a Tier 2 technician can address the issue or a permanent solution is found. In the event escalation is needed, CHD staff will assist in doing so. 

What You Should Bring with You 

As a customer, you should bring with you your affected device (if it is a laptop or mobile device), as well as any relevant information about the issue you are facing, such as error messages, screenshots, or any other details. This will help the CHD to better understand the issue and provide a more efficient resolution. If escalation to Tier 2 is required, the details will also be documented in the ticket.

As the technician is working on a solution, please login to help.unc.edu on the IET desk kiosk to create a ticket for tracking purposes. If the technician is already assisting another user or there is a queue, please use the time to submit a ticking using the kiosk on the service desk.

Priority 

Incident management is facilitated through the matrix above at the intersection of Urgency and Impact. Based on the intersection, the technician will assign the incident 1 of 5 priorities with “1” being the most critical. Typically, issues treated and resolved by the CHD will fall into priorities 3-5 with some exceptions. Priority 1 incidents are rare and will usually require resolution from main campus and/or a vendor. 

This chart is primarily used when assisting a queue of customers and helps with Tier 2 prioritization for follow-up.