Difference between pages "Computer Support Procedures" and "Computer Support Services"

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The Computer Support department follows the following escaltion path to resovlve all problems they receive. Remember, we start at the Help Desk, so you should start at the Help Desk.  
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=Description of Services and Operation=
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Computer Support Services (CSS) supports the use of personal computers and networks owned by the College in pursuit of its academic and business operations.
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=Computer Support duties fall into six areas.=
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*1. The Help Desk, which will
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**Answer questions about [[Software Policy|MCLA Central software]] applications, advise on basic application troubleshooting and log hardware and network issues for the other three areas.
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**Maintain the student computing labs.
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**Configure network connections for resident students.
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**Aid other members of CSS staff in distributing account information.
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<br><br>
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*2. Network/Server administration, which will
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**Maintain computer and network accounts.
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**Maintain the LAN and WAN network infrastructure.
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**Operate various servers for file, print and information sharing.
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<br><br>
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*3. Desktop devices installation/maintenance which will
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**Install new desktop equipment.
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**Install and configure desktop software.
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**Repair hardware and or resolve issues through vendor service contracts.
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<br><br>
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*4. Assistance in selection and purchase, which includes
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**Advise users in selecting hardware and software.
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**Research options and prices.
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**Prepare paperwork for purchases.
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**Receive goods and arrange for installation by other members of CSS.
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<br><br>
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*5. Web Communications, which includes
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**Designing a Web presence for departments and for the college as a whole
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**Working with department-based content contributers
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<br><br>
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*6. Media Services, which will
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**Provide technical support and setups of instructional technology and audio visual equipment campus wide.
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**Schedule and deliver classroom AV equipment and are responsible for sound reinforcement and other media activities at academic, student and administrative functions.
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**Coordinate activities related to satellite and PolyCom video conference systems, off-air television recording
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**Maintain the faculty Multimedia Development Lab (digital imaging, digital audio and video editing, CD and DVD production).
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<br><br>
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==The Computer Help Desk==
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See the [[ MCLA Computer HelpDesk]] section.
  
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==Tier 1 - Computer Help Desk==
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==Media Services==
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All requests for computer support are addressed by contacting the Computer Help Desk at extension 5276 [mailto:helpdesk@mcla.edu helpdesk@mcla.edu]. Users simply report the problem they are having with as much information as possible. All problems received by the Help Desk are reviewed, and many of the typical problems, such as procedural error, are solved here. 
 
  
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==Tier 2 - Help Desk Manager==
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See the [[Media Services]] section.
  
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Those requests that are received by the Help Desk but not addressed to the satisfaction of the person requesting service and all faculty/staff issues are forwarded to the Help Desk Manager. The Manager will attempt to solve any problem that is solvable via telephone or e-mail.The Manager will also draw upon the expertise of other members of the Computer Support Services staff in resolving these issues. Nearly every remaining issue that can be solved without on-site support is handled here. 
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==Network/Server Administration==
  
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==Tier 3 - PC Technicial / Network Administrator==
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Computer Support employs a network specialist who maintains the entire network infrastructure.  Among his duties is maintenance of user accounts.  Access to network services is through a variety of password-protected logins.  New users must go through the account activation process. See [[User ID and Password]].
 
   
 
   
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Those requests that can not be dealt with over the telephone or e-mail, such as non-working computers, software installations, and network connections have a trouble ticket generated.The ticket, viewable by all members of Computer Support Services, is a record of progress on a specific on-site or on-going problem.The Network Administrator and PC Specialist typically deal with tickets, although all members of Computer Support receive tickets on a regular basis.  
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Accounts are authorized either by an electronic data transfer from the College student records system or by a formal communication from the Personnel office.   These communications confirm that an individual is officially considered a student or employee, respectively.  Similar data transfers from the student records system terminate a student's accounts in the semester following the student's departure.  Alumni are offered an extension for use during the semester following their graduation. A formal process has also been set up for closing accounts of employees who depart.
  
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==Tier 4 - Associate Dean of  Information Technology ==
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==Contacting Computer Support Services==
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Those few issues that can not be solved via the ticket process are forwarded to the Dean of Information Technology, at which point the ticket becomes an issue for the entire department to solve.These issues include policy-level problems such as problems that require multiple steps and people to complete. Although some policy issues may need to leave the office, all service problems are solved here.
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Office of Computer Support Services
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*Location: Garden Level Murdock Hall
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*Phone for Computer Help or Technical Issues: 413-662-5276
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*Equipment Purchasing: 413-662-5511
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*Office: 413-662-5511

Revision as of 15:09, 20 July 2011

Description of Services and Operation

Computer Support Services (CSS) supports the use of personal computers and networks owned by the College in pursuit of its academic and business operations.

Computer Support duties fall into six areas.

  • 1. The Help Desk, which will
    • Answer questions about MCLA Central software applications, advise on basic application troubleshooting and log hardware and network issues for the other three areas.
    • Maintain the student computing labs.
    • Configure network connections for resident students.
    • Aid other members of CSS staff in distributing account information.



  • 2. Network/Server administration, which will
    • Maintain computer and network accounts.
    • Maintain the LAN and WAN network infrastructure.
    • Operate various servers for file, print and information sharing.



  • 3. Desktop devices installation/maintenance which will
    • Install new desktop equipment.
    • Install and configure desktop software.
    • Repair hardware and or resolve issues through vendor service contracts.



  • 4. Assistance in selection and purchase, which includes
    • Advise users in selecting hardware and software.
    • Research options and prices.
    • Prepare paperwork for purchases.
    • Receive goods and arrange for installation by other members of CSS.



  • 5. Web Communications, which includes
    • Designing a Web presence for departments and for the college as a whole
    • Working with department-based content contributers



  • 6. Media Services, which will
    • Provide technical support and setups of instructional technology and audio visual equipment campus wide.
    • Schedule and deliver classroom AV equipment and are responsible for sound reinforcement and other media activities at academic, student and administrative functions.
    • Coordinate activities related to satellite and PolyCom video conference systems, off-air television recording
    • Maintain the faculty Multimedia Development Lab (digital imaging, digital audio and video editing, CD and DVD production).



The Computer Help Desk

See the MCLA Computer HelpDesk section.

Media Services

See the Media Services section.

Network/Server Administration

Computer Support employs a network specialist who maintains the entire network infrastructure. Among his duties is maintenance of user accounts. Access to network services is through a variety of password-protected logins. New users must go through the account activation process. See User ID and Password.

Accounts are authorized either by an electronic data transfer from the College student records system or by a formal communication from the Personnel office. These communications confirm that an individual is officially considered a student or employee, respectively. Similar data transfers from the student records system terminate a student's accounts in the semester following the student's departure. Alumni are offered an extension for use during the semester following their graduation. A formal process has also been set up for closing accounts of employees who depart.


Contacting Computer Support Services

Office of Computer Support Services

  • Location: Garden Level Murdock Hall
  • Phone for Computer Help or Technical Issues: 413-662-5276
  • Equipment Purchasing: 413-662-5511
  • Office: 413-662-5511
Retrieved from "https://techhelp.mcla.edu/index.php?title=Computer_Support_Procedures&oldid=5791"