You can do just about anything online, from ordering pizza to renewing your driver license, just by clicking a few buttons. It wins for convenience, but there are times when you just need to talk to a knowledgeable person to help with an issue. 

That’s also true for technical support: It can be more efficient, effective, and less stressful to deal with someone face-to-face. 

That’s why 4Help brought in-person support back to the Blacksburg campus for the first time in nearly five years. Located on Torgersen Bridge, the In-Person Support Desk complements 4Help’s 24/7 phone and online support services, knowledge base, and IT service catalog.  

“Since the 1990s, 4Help had a presence on the Torgersen Bridge, offering in-person support to Virginia Tech students, employees, and visitors,” said Joyce Landreth, deputy executive director for User Experience and Engagement, who led the effort to reinstate in-person support. “It was well-utilized by both students and employees, but we had to shut down the service in 2020 due to the COVID pandemic.” 

4Help continued its 24/7 phone and online support service, but even after the university returned to normal operations, the in-person component remained closed. As with many technical services that abruptly shifted to fully remote work, it took a little time for 4Help to recover and readjust.

“We had always wanted to reinstate our in-person service, and we were finally able to coordinate the staffing and logistics to reopen the desk in February of 2025,” said Landreth. She said 4Help’s student wage staff were instrumental in the effort along with mentorship from the unit’s Faculty and Staff Technology Resources (FASTR) desktop support team.

The In-Person Support Desk is located at the Software Service Center in Torgersen Bridge. Agents are available from 9 a.m. to 4 p.m. Monday through Friday during fall and spring semesters, whenever classes are in session. Since reopening, 4Help has served nearly 500 users in person.

Students, employees, alumni, and visitors can stop by the desk to ask questions, get help with IT services, or correct problems with their devices. Services that can be done in person include:

  • Login assistance including password, VPN, and 2-Factor/DUO issues
  • Troubleshooting and configuring wireless setup and access
  • Configuring Microsoft or Apple security protocols
  • Preventing or mitigating security risks
  • Assistance with student or departmental software
  • General tips and advice on IT services at Virginia Tech

“We welcome anyone to stop by, no matter how small the question,” said Len Comaratta, IT support manager for 4Help. “No appointment is needed, and we usually can take care of users’ issues right on the spot.”

For questions too complex to handle on the spot, the agent will relay the ticket to the IT unit that has expertise in that area, who will follow up with the user.

“Reopening our In-Person Support Desk was a huge milestone,”said Ryan Wellar, executive director for User Experience and Engagement. “It not only benefits those who prefer face-to-face interactions, but also allows our staff to connect with our clients on a more personal level and to gain more valuable insights into their needs, so that we can tailor our services to them."

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