In 2000, Palm Beach State College created the IT Help Desk, which was designed as a Call Center to better assist the faculty, staff and administrators with technology related issues by tracking calls and escalating to other areas of resolution, if necessary. In 2005, the IT Help Desk expanded the services offered to include support for the student community and quality assurance. In 2007, in an effort to more accurately reflect its actual function, the IT Help Desk changed its name to the Information Technology Assistance Center.
Over the last nine years the iTAC has grown into a full service support desk, resolving over 65% of incoming issues on the first call. The iTAC stays in direct contact with all other Information Technology sub-departments, from issue escalation through issue resolution and follow-up, to ensure customer satisfaction and quality of service.
Everyone who calls the iTAC will get an e-mail to verify the highest level of customer satisfaction was obtained and to gather suggestions for improvement, if indicated. This information is fed back to the Information Technology Department in an effort to achieve the 100% customer satisfaction rating the department is constantly striving for; therefore, everyone's input is extremely important to us!
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