- Academic Systems Design & Support
- FAS IT Support
- Departmental support straategy
Departmental support strategy
The Faculty of Arts & Sciences IT Support program is a distributed system comprised of three tiers. This system is intended to provide faculty with appropriate access to IT support utilizing a team of Departmental Computing Consultants (DCCs), library liasons, and IT professionals. In this model the first, second, and third tier staff work closely together and their skills complement one another.
Administrators
- Administrators in each department have their own support network. Support for administrators in academic departments is provided by a network of support providers.
Professional schools
- Professional schools have varying programs to provide IT support to their faculty. Faculty in the professional schools should contact their local IT support team to learn more about available services.
| Tier I Departmental Technology Consultants (DTC) |
Tier II AM&T/FASIT and Library Staff |
Tier III ITS Staff and Professional Consultants |
|---|---|---|
|
Trained part-time staff, DTCs provide the first line of support, assist faculty in learning
new applications, and basic hardware/software troubleshooting within the scope of the departmental
computing plan. The service goal is for DTCs to provide support for 60-80% of user questions. When the DCC encounters a problem beyond their scope it is refered to Tier II personel. For administrative support (e.g., assistance with Oracle financial applications), please refer to the list of Distributed Support Providers. |
AM&T/FASIT staff assist departments in developing an IT plan, arrange purchase,
and installation of new equipment. AM&T/FASIT staff also recruit and train DTC staff and
coordinate resolution of hardware/software problems beyond the scope of the departmental
computing plan. Library Liasons support faculty in their use of electronic library services, search strategies, discipline-specific collections, and related information services. Also provide training and consultation to DTCs. |
Senior ITS professionals provide deep technical support for hardware, software, and networks. These individuals may be called upon to develop solutions and/or support for problems common across the institution that have been identified by Tiers I and II. |
Support is also available to help faculty use technology in teaching through the Instructional Technology Group (ITG) of AM&T. Please consult the ITG if you would like more information on how to use electronic resources such as email, newsgroups, or the World Wide Web in the classroom.
