Client Services Teams

IRT Client Services' first-line support structure includes four teams of IRT staff members, dedicated to supporting faculty, staff and student technology needs: 

• Tech Desk
• Rapid Response
• Academic Technology Consultants
• CORE (Administrative) Team

Tech Desk

The first tier consultants of the IRT Tech Desk strive to resolve client calls within 90 seconds of answering and to prevent hold times from exceeding three minutes. Questions that do not fall into this 90-second category are escalated to the Rapid Response team or consultants depending on the complexity of the question.  We track all inquiries and create a record of technology issues for service and support planning purposes.

Rapid Response Team 

The rapid response team provides site visits that are of the break/fix variety, software and client installs, classroom emergencies, new computer replacements in the summer, and booking and supporting classroom technology.

Minneapolis Campus
Gene Binfa IRTHelp@stthomas.edu (651) 962-6230	Josh Courteau IRTHelp@stthomas.edu (651) 962-6230
Jack Segner IRTHelp@stthomas.edu (651) 962-6230

Academic Technology Consultants

Every academic department has an Academic Technology Consultant (ATC) dedicated to the department's technology support needs. ATCs provide general technology assistance including training, application consulting for instruction and research, and in partnership with Web & Media Services, help with web-based course development tools.  ATCs are assigned to clusters of academic disciplines across campus and exist to be a faculty member's personal and single point of contact for all their technology needs.

While academic consultants are available as a personal and single point of contact for academic departments, please remember that they do their jobs "in the field" and are not always at their desks when you phone or email. To help us help you, please use the following guidelines:

• If your needs are immediate (for example, classroom support) always call the IRT Tech Desk at x2-6230.  They will either answer your question or dispatch a rapid response technician to assist. 
• If your need is not immediate, academic departments should feel free to contact their Academic Technology Consultant directly, by phone or email.  

Administrative Technology Support - CORE Team

CORE team members are assigned to critical administrative areas across campus and work closely with the Client Resource Center, the Academic Technology Consultants and Rapid Response Team to coordinate, dispatch and respond to software installations and repair requests. While CORE team members provide support to administrative departments, please remember that they do their jobs 'in the field' and are not always at their desks. CORE support to a department is determined and established through a call to the IRT Tech Desk @ (651) 962-6230.

The CORE team works closely with:

• The Asset Management and Inventory team to coordinate computer delivery and setup
• The Client Resource Center in coordinating computing resources (best practices/use for networked printing, file sharing and storage, calendar access) providing recommendations and coordinating services for assistance with training needs, and application consulting
  web-based development and support units which evolve from continued realignment of IRT units.