By Hattie Bernstein
Five Questions is a regular feature in which we interview a College of Online and Continuing Education staff member. In this issue, we talked with Embedded
Customer Liaison Matt Jacobson in the Information Technology Solutions department.
What do you do as a member of the Technology Help Desk team?
I work as an embedded support technician, assisting on-site and remote faculty and staff, including deans and even the university administration, with technology issues. I also help department trainers teach new staff about the technology we use at SNHU. In my building there are approximately 1,300 users and there’s the faculty and staff on campus, plus the adjunct faculty, whom we support remotely.
How does your work contribute to student success?
Student success is the whole reason that we’re here. We support the departments that support the students. Academic Advising, Enrollment Services, financial aid, they all require technology to help students be successful. We make sure that technology works for them as seamlessly as possible.
What do you wish everyone who calls the Technology Help Desk knew?
It’s an IT joke: First, try turning it off and on again! We don’t always know everything. We may need to research it, and this takes time. We will get back to you as quickly as we can.
What was your biggest on-the-job triumph?
I feel like my biggest achievement is yet to come. In the world of ever-changing technology and the constant growth of the university, the possibilities are endless for what I could accomplish every day.
What do you do to disconnect?
I enjoy anything outside — hiking, kayaking or playing with my dog. I like to think that I live in an L.L. Bean catalog.