Information Technology
Help Desk (Macon & Atlanta)

Contact Information:

(478) 301-2922 Macon
(678) 547-6310 Atlanta & Centers
support@mercer.edu

Hours of Operation:
8:30 AM - 5 PM, Mon.-Fri.

For emergency after hours support, select option 2 and leave a voice mail to alert the on-call person.

(478) 301-7000 Macon Student Help Desk
(678) 547-8989 Atlanta Student Help Desk
Hours of Operation:
5 PM - 10 PM, Mon.-Thurs.
2 PM - 10 PM, Sun.

Our Help Desk is here to serve you with your technology needs.  It is our goal to provide you with a high level of service on your initial contact with us.  Our First Level Support team, located in the lower level of the Auxiliary Services Building in Macon, handles all incoming phone calls and e-mails for all campuses.  If needed, they will escalate your reported issue to our Advanced Level Support team in Macon or our IT Support staff in Atlanta, and a technician will be dispatched to assist you further. 

We have implemented a new ticketing/incident request system which tracks all incoming requests that must be handled by anyone on our Information Technology (IT) team.  This includes requests for new employee e-mail and domain accounts or account changes, new phones or phone changes, and desktop support.  In order to accurately track these requests and ensure they are handled in an efficient manner, all requests are being routed through our Help Desk and are escalated to the appropriate IT team, as needed.

Audio Visual support is also currently provided by the Help Desk.  To report a problem with AV equipment, please contact the Help Desk, and the incident will be escalated to an Audio Visual Specialist.  Our AV Specialists also manage the setup of AV equipment on both campuses.  Requests for setup of AV equipment should be directed as follows:

·        Macon: Contact the reservations office, and your request will be logged in the reservations system for our Macon AV Specialist to review.

·        Atlanta: Send the request to support@mercer.edu, and your request will be forwarded to our Atlanta AV Specialist.  The Atlanta office will also log these requests in the reservations system at a later date to be announced.

Our Student Help Desk is staffed by our very own Mercer University students.  They provide basic  troubleshooting assistance to all our students after hours and are available to assist via phone or in person at their respective locations in Macon and Atlanta.  The Macon Student Help Desk is located in Stetson Building Suite 149, and the Atlanta Help Desk is located in Swilley Building Suite 135.  The Student Help Desk in Macon handles all incoming calls for both campuses and will escalate the issue to Atlanta if someone is needed to provide on-site assistance.

 Summary of Services for Faculty and Staff:

§         Desktop Support (installation, upgrade, repair, virus protection, software updates, price quotes and hardware / software orders for PC & Macintosh systems)

§         Support for E-mail & Internet access

§         Voice and Data Network Support (design, support, installation, management and consultation for the University-wide voice and data network)

§         Server Support (design, installation, configuration, support and management of all server resources, including school and departmental file servers, application servers & web servers)

§         Support & Set Up of Audio Visual equipment

Summary of Services for Students:

§         Support for E-mail and Internet access

§         Open access student computer labs

§         Voice and Data Network support

Staff Contact Information:

Denise Rogers, Help Desk Director
(478) 301-2922  rogers_d@mercer.edu

First Level Support Team
April Lewis, Supervisor
Bill Boyd
Tina Phillips
Jim Wolfenden

Advanced Level Support Team
Gary Blackburn, Supervisor
Scott Adams
Patricia Chatman
Laurie Georgia
Jarrett Warner

Macon Audio Visual Specialist
Eric Blizzard (supervisor: April Lewis)

Administrative - Pricing Quotes & Purchase Requests
Fay Howell
(478) 301-2535  howell_fc@mercer.edu

Ken Donnelly, Director of IT Support (Atlanta)
(678) 547- 6031 donnelly_kg@mercer.edu

Atlanta IT Support Staff
Harry Etienne
Jesus (Jesse) Neaves
Lynn Schott (Henry County)

Atlanta Audio Visual Specialist
Leo Jenis

Administrative - Pricing Quotes, Purchase Requests, & Atlanta Walk-Ins
Lillian Collins
(678) 547-6293  collins_lc@mercer.edu

Shane Milam, Director of Systems & Networks
(478) 301-5138 milam_ps@mercer.edu

Mickey Belote, Associate VP for Information Technology
(478) 301-2850 belote_mr@mercer.edu