THEY ARE: Information technology support specialists, Information
Systems and Computing (ISC) Support-on-Site, assigned to the Presidents
and Provosts administrative offices
YEARS AT PENN: Harrell, 16; Dougherty, 12
WHAT THEY DO: Harrell and Dougherty are two of 11 ISC support
specialists who provide direct service to six University offices
under Support-on-Site contracts. When staff in the Presidents
and Provosts offices have trouble with their computers or
software, they turn to ISCs support specialists, who also
offer advice on system purchases and upgrades.
NUMBER OF HELP REQUESTS: In August, the pair fielded 176 e-mail
requests for help and answered roughly 20 phone calls each day.
CONTACT INFO: For offices interested in Support-on-Site arrangements:
by Candace diCarlo
Originally published on October 3, 2002