The Human Side of IT: A Frontline Support Perspective on Those We Serve

Behind every service ticket is a person shaped by their discipline, pressures, and unique relationship with technology. In this session, frontline IT support staff share insights from working with faculty and researchers across the sciences, engineering, social sciences, and humanities. By exploring “faculty personas,” we illuminate why our customers think and behave the way they do in relation to IT systems and support, and how disciplinary culture influences expectations, communication styles, and technology needs. We will also highlight success stories that demonstrate the impact of human-centered IT support, including how our team has helped labs and research groups continue their work after funding shifts by integrating them into our service model. These stories showcase not only technical skill, but empathy, partnership, and adaptability. Together, these perspectives reveal the often unseen emotional and relational side of IT work and how understanding the people behind the problems leads to stronger service, deeper trust, and a more resilient research community.