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| Support
and Services |
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Information
Technology Services
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The Information Technology Services (ITS) department supports computing, networking and information resources for the students, faculty, and staff of Framingham State College (FSC). Computer facilities and services are offered in support of teaching and learning, research and public service. ITS is overseen by the Chief Information Technology Officer (CITO) and comprises 4 areas:
- Academic Technology and Distance Education
- Applications Development
- Networking and Telecommunications
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User Services
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User
Services
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User Services encompasses:
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| Faculty/Staff
Helpdesk |
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The Faculty/Staff Helpdesk supports all faculty and staff with computing and networking technology on campus. The Faculty/Staff Helpdesk communicates campus technology issues to faculty and staff and is the central point of contact for and within the 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 (next to the Library)
Hours: 8:00 a.m. to 5:00 p.m. Monday through Friday
The Faculty/Staff 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.
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| Student Helpdesk
and Faculty/Staff Evening Support |
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The Student Helpdesk communicates campus technology issues to students. The Student Helpdesk, along with Academic Lab Support, are also responsible for the general maintenance of the General Lab, Academic Labs, Residence Hall Labs, Library Public Terminals, and assisting students with general computing needs. Students experiencing problems with their personal laptop or desktop computer can contact the Student Helpdesk. Student Helpdesk staff is available to troubleshoot and diagnose problems as well as to resolve network issues. Student Helpdesk staff cannot install hardware, software and/or operating systems on personally owned computers.
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):
Monday-Thursday 8:00am- 10pm
Friday 8:00 am - 6:00 pm
Saturday 10:00am- 800 pm
Sunday 10:00am-12:00am
The Student Helpdesk is also available during the academic year from 5:00 p.m. to 10:00 p.m. Monday through Thursday for all faculty/staff and student support issues.
For an overview of the Student Helpdesk Service Level Agreement
(SLA), please visit
http://its.frc.mass.edu/itn/sservicelevel.htm.
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| Laptop
Helpdesk
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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 (on-campus): 508-215-5906
E-mail: laptopsupport@frc.mass.edu
Location: Lower Level of the Arthur M. Doyle Technology Center
Hours: 8:00 a.m. to 5:00 p.m. Monday through Friday
If you need assistance after hours, please call the Student Helpdesk for support. |
| Media
Services/Event Support |
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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.
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