Information Technology Services (ITS) will open a new Customer Assistance Resource and Education (CARE) Center in the Kelvin Smith Library (KSL) on March 9. The new facility will be located in the lower level of the library, adjacent to room LL06.
The library location joins ITS’ two existing CARE Centers—340 Sears Building and 11424 Bellflower Rd.
From fixing water-damaged laptops to configuring email on smartphones, ITS CARE Centers have provided technology repair and consultation services at Case Western Reserve University since 2009.
“Supporting the technology of our students, faculty and staff is a cornerstone of the ITS mission,” Sue Workman, chief information officer and vice president of Information Technology Services, said. “Since opening six years ago, our CARE Centers have resolved more than 17,000 tickets—75 percent of which were filed by students. By opening a central location in KSL, we hope to make it that much easier for students and the campus community to receive support.”
The ITS@KSL CARE Center will become ITS’ primary location for serving members of the university community. It will feature a modern layout, reminiscent of an Apple Store Genius Bar. Technicians will be available to consult with visitors, provide training and troubleshoot problems on a walk-up basis.
“While working with ITS and other campus partners to envision the expansion of the Freedman Center for Digital Scholarship, the ITS@KSL CARE Center naturally emerged,” Arnold Hirshon, associate provost and university librarian, said. “It will serve as the next step to cement the value of KSL as the physical hub for information-based services at Case Western Reserve.”
Starting March 9, students, faculty and staff may visit the ITS@Sears and ITS@Bellflower CARE Centers for light consultation services. They also may drop off devices for service at these locations. Devices then will be transported to Kelvin Smith Library, where they will be available for pick-up when the work is completed.
Faculty and staff members may continue to use desk-side support services for the pick up and drop off of devices. Desk-side appointments can be scheduled by contacting the ITS Service Desk at 216.368.HELP or help@case.edu.
“We are grateful to be partners with KSL, and we look forward to the ongoing evolution our services for the advancement of learning, teaching and research at Case Western Reserve,” Workman said.
ITS CARE Centers Locations and Hours:
March 9 – 13 (Spring Break)
ITS@KSL (Opening Week)
9 a.m. to 5 p.m., Monday through Friday
- Hardware drop-off
- Hardware pick-up
- Consultation and troubleshooting services
ITS@Sears
9 a.m. to 5p.m., Monday through Friday
- Hardware drop-off
- Light consultation services
ITS@Bellflower
9 a.m. to 5p.m. Monday through Friday
- Hardware drop-off
- Light consultation services
March 16 – May 7
ITS@KSL
9 a.m. to 10 p.m., Monday through Friday; 10 a.m. to 4 p.m. Saturday
- Hardware drop-off
- Hardware pick-up
- Consultation and troubleshooting services
ITS@Sears
9 a.m. to 5p.m., Monday through Friday
- Hardware drop-off
- Light consultation services
ITS@Bellflower
9 a.m. to 5p.m., Monday through Friday
- Hardware drop-off
- Light consultation services