Department Spotlight: Duke Computer Repair

Department: Duke Computer Repair

Years at Duke: 28

Who they are: Duke Computer Repair is an authorized service provider for Apple, Dell and Lenovo computers and HP LaserJet printers. The store is an information technology support group that works with faculty, staff and students alongside the Office of Information Technology. Duke Computer Repair also supports Duke Health Technology Solutions and many individual departments throughout the Health System. Part of Duke University Stores, the shop fixes software, hardware and printers.

What they’re known for: Duke Computer Repair technicians are best known for fixing a variety of problems with desktop and laptop computers as well as printers. They also provide hardware support for computer labs throughout Duke.

What they can do for you: Students are a big part of the workload for the Computer Repair store, but faculty and staff can have their Duke-owned equipment fixed, too. Employees who purchase personal computers through Duke Stores can also use the repair shop. If parts are under warranty, repairs are free. Otherwise, repairs for any computer cost a flat rate of up to $90 for Apple, Dell, Lenovo and HP equipment, not including cost of parts. Other brand repairs cost up to $150, plus parts. Employees can drop off their computers at the store at 3523 Hillsborough Road or the Duke Computer Store in the basement of the Bryan Center. Repair time typically takes three to five days. "We can fix your stuff, and fix it quickly," said General Manager Jim Rigney.

Number of employees: Four full-time technicians, three administrative positions, one courier and two part-time student employees.Hidden department fact: Duke Computer Repair handles printer repairs. "We’re basically laser printer wizards," Rigney said. And that’s not all. "We recycle everything," added Marc Greenway, the store manager. "All defective parts are returned to the manufacturer or recycled though the Duke Surplus Program. All our boxes and packing materials are reused by our shop or by Duke."

Significant achievement: During an average year, the repair store handles more than 5,000 service requests for the university. In 2009, it completed about 10,000 requests for the Health System.

Big goal: "We want to double our annual workload so that all the IT staff in individual departments throughout Duke can focus on other work instead of fixing computers, which is what we do," Rigney said. "We want to be the repair technicians of choice because when employees choose us, they get their parts replaced for free or if they have to pay for anything, that’s money that’s going to stay at Duke."

How they make a difference: Greenway, the store manager, said that because nearly all Duke desktops and laptops are under warranty, there’s no reason not to use the Computer Repair Store. "We’re here to help everyone at Duke and make life a little easier."