Information Technology Experience & Engagement

Dawn A. Zimmer, Executive Director

Information Technology Experience & Engagement (ITEE) is focused on collaboratively evolving and actively ensuring a high quality user experience for clients interacting with the Division of Information Technology. ITEE serves as the “front door” for users across the university, providing support and coordination of activities. ITEE also works closely with Division units to continuously review and improve the customer experience.

ITEE is made up of the following units: 

• User Engagement, which is the main point of engagement for users including: 
  • 4Help IT Information Center (a contact center open around the clock, 365 days a year), available at 4Help.vt.edu or by calling (540) 231-4357) 
  • FASTR (Faculty and Staff Technology Resources) provides desktop support to some units within the Division of IT, support to the 4Help IT Information Center for elevated calls and in times of high call volume, and management of BigFix, Jamf, and Intune Endpoint Management services for the university
• Experience Design and Improvement, which works across the IT organization to improve the customer experience
• IT Service Management, which maintains our ITSM (IT Service Management) platform and processes for User Engagement, the Division of IT and our university IT partners
• Greater Washington D.C. metro area IT services, which provides service and support for technology needs to our campuses in the Greater Washington Area