By SHANNON O. WELLS
To reflect its evolving role in the University’s digital future and commitment to the Plan for Pitt, Pitt Information Technology has spent this summer completing its transformation into “Pitt Digital.”
The reimagining and rebranding, along with an embrace of artificial intelligence (AI), virtual/mixed realities and cutting-edge innovation hubs — like the Pitt-AWS Cloud Innovation Center launched in April — includes a centralization of systems administrators in the Cathedral of Learning.
Despite eliminating 13 analyst positions in July, the now fully outsourced Technology Help Desk will continue its traditional role of handling basic tier-one requests through tickets, calls and live chat, while routing specialized issues to appropriate experts.
Pitt Digital staff’s role of providing direct support to departments will not be affected by the rebranding efforts, said Brady Lutsko, communications director of Pitt Digital.
“These adjustments are part of Pitt Digital’s commitment to providing seamless tech support to students, faculty and staff,” he explained. “This change allows us to use resources more effectively and adjust help desk staffing according to demand throughout the academic year.”
Most calls to the help desk, Lutsko noted, are for "tier one" requests, such as resetting passwords or basic digital troubleshooting.
“Help desk analysts can typically resolve these right away,” he said. “When something requires specialized expertise or advanced troubleshooting, those requests are escalated to higher tiers and handled by Pitt Digital specialists beyond the help desk.
“This system applies to all problems, ensuring that straightforward issues are resolved quickly and more complex ones are routed to the right people,” he added.
Pitt Digital’s staff of nearly 300, including engagement leaders and customer success managers, work with every department to align services with their “evolving goals and initiatives,” Lutsko explained. Some departments also have a dedicated full-time employee, while others might share support across multiple departments.
“No matter the setup, our focus is on ensuring comprehensive and effective solutions for the entire University community,” he said, calling the team of professionals “integral” to enhancing the customer experience across a broad spectrum of services. “Whether it’s help desk support, application assistance, data analysis, project management or ensuring robust information security, we are committed to delivering exceptional service that helps advance education and research.”
As for the 13 employees who were cut, Lutsko said the department and Pitt administration are “working closely with impacted employees to ensure a thoughtful and supportive transition process.”
IT-related support from the Technology Help desk is available by calling 412-624-HELP (4357), live chat or submitting a ticket.
The evolution to Pitt Digital directly supports the five pillars of the Plan for Pitt, emphasizing leadership in digital transformation.
Among innovations Pitt Digital has launched is Generative AI @ Pitt, described as Pitt’s “secure GenAI toolkit” that provides students, faculty and staff with access to programs including Microsoft 365 Copilot Chat, Google Gemini and NotebookLM.
To continue serving as a “hub of expertise” for deploying “innovative applications and immersive experiences,” Pitt Digital is committed to “connecting a digital campus that inspires exploration, discovery and innovation, driving advancements in education and research,” the transformation announcement said. “As trusted advisors, we enable integrated digital solutions to transform the student experience on their educational journey and accelerate faculty research, all while advancing overall customer needs.”
Pitt Digital’s initiatives, which include reimagining traditional notions of academic degrees, align with the Pitt IT 10-Year Horizon, to provide the “agility” needed to meet looming challenges and “seize new opportunities.”
Shannon O. Wells is a writer for the University Times. Reach him at shannonw@pitt.edu.
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