From Student Assistants to Future IT Service Leaders: Transforming the Campus Help Desk Experience

Thursday, October 01, 2026 | 3:15PM–4:15PM MT
Session Type: Poster Session
Delivery Format: Poster Session
Explore how a midsize public university is transforming its help desk into a high-impact campus service hub by shifting Tier 1 support to student employees, reducing operational staff workload, and building a structured, workforce-ready student employment model.

Presenters

  • Tom Burns

    Associate Director, IT Support Services, California State University, Monterey Bay

  • Amy Marbach

    User Services Comms Specialist, California State University, Monterey Bay