BH Technologies™ Case Study
Enhancing IT Infrastructure and Support for a Leading University and Academic Health Center
Client Overview
A major university and academic health center required a scalable IT support solution to manage its complex technology environment. With a growing need for network operations, desktop and mobile device support, telecommunications and helpdesk services, the university sought a partner to deliver reliable IT services across multiple locations.
Challenge
The university faced ongoing challenges in maintaining system reliability, security, and efficiency while supporting a diverse range of technology needs, including:
- Managing and maintaining desktop and mobile device support for Windows, Mac, iOS and Android environments.
- Monitoring and maintaining network operations to ensure stable connectivity and performance.
- Supporting telecommunications and security infrastructure, including access control systems, surveillance, fire alarms and paging solutions.
- Providing IT helpdesk support through ServiceNow to ensure timely issue resolution and seamless end-user support.
With a large user base and mission-critical systems across both academic and healthcare settings, the university needed a partner capable of delivering comprehensive IT support services while ensuring compliance with security protocols and institutional policies.
Solution
Beacon Hill Technologies implemented an end-to-end IT support solution, delivering services in key areas of the university’s IT operations.
Desktop and mobile device support
A dedicated support team managed the deployment, configuration, and troubleshooting of Windows and Mac workstations, laptops, iPhones, iPads and Android devices. The team ensured seamless software installation, security configurations and network connectivity while assisting employees with multi-factor authentication enrollment and mobile device application support.
Network operations and infrastructure management
Proactive monitoring and maintenance of LAN, WAN and wireless networks were established to optimize system performance and prevent downtime. The team provided hands-on support for network hardware, including switches, routers, firewalls, VPNs and wireless controllers, ensuring continuous connectivity and rapid response to system issues.
Telecommunications and facilities technology support
The service team oversaw the installation and maintenance of access control systems, telephony, hospital paging systems and surveillance infrastructure. Audiovisual and radio communications support was provided to maintain seamless operations across university and healthcare facilities.
Helpdesk and IT support services
IT support specialists provided first-line technical assistance, troubleshooting network connectivity, cloud applications and workstation issues. Utilizing ServiceNow, the team managed support tickets efficiently, ensuring incidents were resolved within service level agreements and escalations were handled promptly.
Results
By delivering a structured IT service model, Beacon Hill Technologies enhanced system reliability, improved response times and optimized network and mobile device performance. The solution ensured seamless IT operations across multiple university departments, supporting both academic and healthcare initiatives. The ongoing partnership continues to evolve, aligning with the university’s technology modernization goals and strategic IT initiatives.
