Information Technology Services

• User Services
• Academic Technology and Distance Education
• Networking and Telecommunications
• Applications Development

User Services

User Services is made up of:

• Faculty/Staff Helpdesk

• Student Helpdesk and Evening Support

• Laptop Helpdesk

• Media Services/Event Support

The Faculty/Staff Helpdesk supports all faculty and staff with computing and networking technology on campus. The Faculty/Staff Helpdesk is the main channel for communicating campus issues relating to technology. The Faculty/Staff Helpdesk is also the central point of contact for and within ITS.

ITS uses HEAT to track problems, requests and support information for all faculty, staff, students and technology classrooms on campus. Once a ticket is entered into HEAT, it is assigned a call tracking number. This call tracking number follows the ticket from beginning to end. If the Helpdesk assistant cannot complete the call at the first point of contact, the ticket will be assigned to another member of ITS for further support. 

To contact the Faculty/Staff Helpdesk:

Phone (on campus): ext. 4357
Phone (off campus): 508-620-1220 ext. 4357
E-mail: helpdesk@frc.mass.edu
Location: Lower Level of the Arthur M. Doyle Technology Center
Hours: 8:30 a.m. to 5:00 p.m. Monday through Friday

The Helpdesk now offers evening support from 5:00 p.m. to 10:00 p.m. Monday through Thursday during the academic year. For assistance after 5:00 p.m., call ext 5950 (on campus) or 508-215-5950 (off campus).

For an overview of the Faculty/Staff Helpdesk Service Level Agreement (SLA), please visit http://its.frc.mass.edu/itn/fservicelevel.htm.

The Student Helpdesk is the main channel to communicate campus issues relating to technology to students. The Student Helpdesk, along with Academic Lab Support, are also responsible for the upkeep and general maintenance of the General Lab, Academic Labs, Residence Hall Labs, Library Public Terminals, and for assisting students with general computing needs. 

To contact the Student Helpdesk:

Phone (on campus): ext. 5950
Phone (off campus): 508-215-5950
E-mail: shd@stumail.frc.mass.edu
Location: Hemenway Hall G17
Hours (during the academic year):
     8:00 a.m. to 10:00 p.m. Monday through Thursday
     8:00 a.m. to 6:00 p.m. Friday
     10:00 a.m. to 8:00 p.m. Saturday
     10:00 a.m. to midnight Sunday

For an overview of the student helpdesk Service Level Agreement (SLA), please visit http://its.frc.mass.edu/itn/sservicelevel.htm.

The Laptop Helpdesk offers full support for all laptops owned by the College.  The Laptop Helpdesk coordinates repairs and assistance for faculty, staff and students who purchased the College-recommended laptops with vendors and/or service providers.

To contact the Laptop Helpdesk:

Phone (on campus): ext.5906
Phone (off campus): 508-512-5906
E-mail: laptopsupport@frc.mass.edu
Location: Lower Level of the Arthur M. Doyle Technology Center
Hours: 8:30 a.m. to 5:00 p.m. Monday through Friday

For more information about technical support for the laptop program, please visit http://its.frc.mass.edu/itn/flaptop.htm.

Media Services provides audio-visual, media, and media events support services for Framingham State College.  These services include the use, delivery and maintenance of audio-visual equipment, such as Multimedia or Technology Carts, and portable equipment, such as tape recorders, record players, CD players, VCRs, 16mm projectors, portable overhead projectors, slide projectors, LCD projectors, VHS camcorders, camcorder tripods and microphones for camcorders.  Access to media equipment Monday through Friday 8:00 a.m. to 4:00 p.m. should be arranged between the faculty member and the office secretary or picked up at the Faculty/Staff Helpdesk in the Arthur M. Doyle Technology Center. Some equipment requests after hours may be delivered to the classroom if arrangements are made ahead of time. Media Services also offers audio-visual tape duplication and support and/or setup for special events.

All special events must be arranged through the Reservations department.  Reservations will forward requests concerning equipment needs or additional assistance to Media Services.  It is also suggested that the requestor submit a request to Media Services for the specific equipment or services needed by calling ext. 4357 (on campus) or e-mailing the Faculty/Staff Helpdesk at helpdesk@frc.mass.edu. 

Academic Technology and Distance Education

Academic Technology and Distance Education (ATDE) provides support to all faculty, staff and students in the academic use of technology. ATDE provides academic support for software, online courseware and instructional applications. ATDE also oversees the Marion Scherner Leonhard Multimedia Lab, a professional development lab for faculty and staff. Periodic workshops are available ranging from Introduction to Word to Digital Photography. When workshops are not occurring, the lab is available for one-on-one support or training on course specific software or Web site enhancements.

To Contact Academic Technology and Distance Education: 

Phone (on campus): ext. 4927
Phone (off campus): 508-626-4927
E-mail: atde@frc.mass.edu
Location: Hemenway Hall G09
Hours: 8:30 a.m. to 5:00 p.m. Monday through Friday

Network and Telecommunications supports the network and telecommunications infrastructure of the College. If you are experiencing a network or phone problem, please contact the Faculty/Staff Helpdesk at ext. 4357 (on campus).

The Applications Development (AD) group is responsible for the integration, customization and support of the software systems and databases used at the College. AD maintains and enhances the Ingres Information System, supports the Degree Works degree audit system and facilitates the integration of Information system data with many other software packages and systems. AD also collects and reports data and statistics to the Board of Higher Education, the Commonwealth of Massachusetts and the Federal Government in support of their efforts to review and assess the College in the broader context of our peer institutions. AD provides ongoing help and assistance to the community in assessing, using and understanding software used in offices and departments, e.g. Donor Perfect in the Alumni/Development office, and MailerMailer in DGCE. Most recently, AD has undertaken a project to build out a new Portal Web site to serve the entire College campus.

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