Introduction
The purpose of this document is to provide a catalog of products and services the Mont Alto Information Technology Services department is responsible for maintaining and supporting. The list contains items that are time intensive and require a great deal of dedicated time to support and maintain, while other items require less time. The document does not differentiate between these products or services and is strictly a listing of all products and services supported by the local ITS staff.
User Services – Helpdesk
- Audio & Visual Services
- AV Sign-Out Equipment
- AV Event Support
- Media Commons
- Common Area AV Needs
- AV Equipment Training
- User Support
- End User Support – Telephone/Helpdesk
- Hardware Support
- Software Support
- Classroom Technology Support
- Student, Faculty, & Staff Account Creation & Password Support
- Video Conferencing Support
- Provide support for central ITS services
- Maintain Faculty & Staff Helpdesk Tracking System
- Campus Printing
- Ink, Toner, and Paper Supplies
- Track Usage & Semester Billing
- Student – Print Billing System
- MSDNAA Program
- Microsoft Licensing for Specialist Lab Software
- Downloadable Software for faculty, staff, & students
- ResCom & Student Support
- Student Supervisor & Four Technicians (Employee Training and HR Process)
- Student Support for ResCom Network (helpdesk / trouble tickets)
- Services for Students with Virus Infection
- Services for Students with Alleged Copyright Violations
- Troubleshoot and Escalate Physical Connection Issues in Residence Halls
- Assistance During Move-in Orientation
- Staff Library – Friday/Saturday Evenings
- Stock Printers with Paper Daily
- Maintain Student Helpdesk Tracking System
- Training
- Instructor Led Training (e.g. Web, MS Office, etc.)
- Training Documentation on Campus Website
- First-Year-Seminars
- Campus Liaison for Central and Regional Training Initiatives
- FTCAP
- Provide Orientation to University Technology to Students
- Activate Student Access Accounts
- Support Signature Stations
- Documentation
- Campus Technology Inventory
- Campus Directory
- Salvage Inventory
- How-To Guides
- Mastering Technology
- Instructional Design
- Technology & Pedagogy
- Meet with Class or 1-on-1
- Video Conferencing – Best Practices
- Campus Assessment (Training)
- Faculty/Staff Development Day
- Recycling
- Ink, Toner, Batteries, Cellular Telephones
Infrastructure
- Data Network – Campus & CE Locations
- Maintain Campus Firewall, IDS, IPS
- Maintain Data Switch(es) in All Buildings
- Update Software / Firmware, Logs
- Maintain Logical Network Structure
- Routing, VLAN, DMZ, IP Subnets, DHCP
- Maintain Physical Plant
- Copper & Fiber Cabling
- Inventory & Documentation (Cabling)
- Maintain UPS Devices Supporting Network Hardware
- Maintain DNS Records
- Maintain Access and Security Logs
- Maintain Recycling and Upgrade Plans
- Maintain Cable Management
- Maintain VPN Connection to CE Office
- Maintain Redundant Data Network
- Maintain Video Conferencing Equipment and Network
- Voice Network
- Maintain campus telephone extensions, voicemail, and handsets
- Repair As Needed
- Maintain Physical Plant
- Copper Wiring
- Telephone Maps & Documentation
- Service – Add/Change/Deletes
- Maintain Upgrade Path and Maintenance Plans
- Update handsets as budget allows
- Maintain VoIP Viability and Link to UP
- Maintain UPS/Generator Supporting Voice Services
- Support Emergency Blue Lights
- Monitor / Review Voice Billing – LD, Circuits, DID
- Maintain CDR Records (All Calls)
- Conference Bridge – Meet Me
- Maintain campus telephone extensions, voicemail, and handsets
- Wireless Network
- Maintain 53 Access Points / Service to Entire Campus
- Maintain Networks for: Wireless 2.0, wireless telephones, AT&T Wifi
- Maintain Wireless Clock System
- Maintain Log Files
- Maintain Hardware Maintenance and Software Versions
- Maintain Recycling and Upgrade Path
- Servers
- Maintain Campus Servers in Redundant Areas
- Maintain Virtual Server Software (VMWare)
- Maintain Storage Area Network
- Maintain System Patches
- Investigate and Repair Hardware and Software Issues
- Maintain KVM & DRACs
- Maintain System Management and Service Agreements
- Maintain Upgrade and Replacement Plans
- Maintain Environmental Controls (EMU), AC Unit, Aux AC Unit
- Maintain Data Racks
- Maintain List Serve / Group Email Services
- Joint / Custom Projects
- ( e.g. Mass Notification System, Access Controls, HVAC Controls, Access Controls, Digital Signage, OPP Ticket System (PMs), WebCheckout)
- Instructional Technology
- Install, Maintain and Support Classroom Podiums and Technology
- PC, LCD Projector, VCR/DVD, Smart Podium
- Maintain Recycling & Upgrade Plans – Classroom Designs
- Maintain Controller Software / Image / Firmware
- Maintain Spare Hardware
- Perform Yearly Designs, choose, carpet, etc.
- Collaborate with Campus UCIF Committee
- Collaborate with OPP on Integrated Lighting
- Maintain Video Conferencing System and Integration with Technology
- Other Technology: Slide Projectors, Overheads, Bulbs.
- Install, Maintain and Support Classroom Podiums and Technology
Administrative Computing
- Maintain and support 150+ Laptop and Desktop Computer Used by Faculty & Staff
- Maintain a 3/4-year Computer Hardware Recycling Plan
- Maintain an Automated Computer Imaging and Software Installation Process
- Package Standard Software Packaged in MSI Format for Automated Installs
- Maintain / Upgrades Software Packages as Required
- Maintain Antivirus Software and Signatures
- Test and Deploy All Operating System Software Patches
- Maintain Support, and Purchase Hardware Peripherals (Scanners, Printer, Monitor, etc.)
- Support Administrative Software (AIS, AIS Printing, FIT, etc.)
- Maintain Campus Group Printers
- Maintain Software Licensing Agreements and Records
- Provide Hardware Support (parts replacement, spare hardware)
- Support Users with Customer Software Requests, Home Printers
- Provide Remote Assistance
- Support UCS Email and Calendaring Services
- Support Campus and CE Locations
Academic Computing
- Maintain 170+ Academic Laptop and Desktop Computers
- Maintain a 3 or 4 Year Hardware Recycling Program
- Refresh Public Computer with Recycled Hardware Annually
- Take an Active Role in the University Cooperative Lab Management (CLM) Project
- Develop and Deploy Annual Computer Images
- Solicit Campus for Annual Software Request
- Packages and Test Software Packages
- Currently Manage / Deploy 40 Software Packages
- Maintain, Package, and Deploy Software and OS Updates Throughout Academic Year
- Maintain Customer Software Packages for Academic Disciplines
- Maintain Student Printers
- Stock and Distribute Ink, Toner, and Paper Supplies Daily
- Provide and Administrate a Student Print Billing System
- Recycle Printers Based On Usage
- Troubleshoot Hardware, Software, and User Issues
- Maintain 20 Laptops for Sign-out via the Library
- Maintain Custom Podium Images
- Maintain Custom Image for CE Computer Lab
- Maintain and Support Media Commons Offering
Research Computing
- Assist with Faculty Research Endeavors
- Provide use of Public Hardware to Support Research
- Assist Faculty with Technology Purchases to Support Research
- Provide Recycled Hardware
- Provide Secured Data Network Segmentation for Research
- Provide Central Virtualized Server Technology
- Provide Space in Central Data Center for Hardware (UPS/AC/Rack Space)
- Maintain DNS Records
Information Security
- Conduct and Maintain PII Scans and Remediation Program
- Conduct Security Incident Response Procedures
- Provide Project Management Oversight
- (PII Incidents, Computer Compromise, Virus Infections)
- Act as the Campus Access and Security Representatives
- Field Request and Approval for Access to University Admin or Academic Information Systems
- (ISIS, IBIS, FIT, Data Warehouse)
- Perform Bi-Annual Access Audits
- Support Mainframe Printing
- Maintain FERPA Testing and Compliance Requirements
- Maintain Campus PCI-DSS Compliance
- Maintain Campus Security Hardware (Firewall, IDS, IPS)
- Maintain Campus CDR Call Logs
- Support Technology Related Criminal Investigations
- Address External Copyright Violation Incidents
- (RIAA / MPAA)
- Maintain AD19 Compliance – Storage of Institutional Data
- Implement Hard Disk Encryption Technology
- Implement Network Access Control Technology (NAC)
- Maintain Campus Central Log Server
- Maintain Campus Network Monitoring System
Administrative
- Develop and Maintain Campus Technology Policies and Procedures
- Web Presence
- Act as the Liaison to the University Web Team
- Act as Project Manager for Web Project and Deployment
- Maintain AD54 Compliance – Accessibility
- Train Local Staff on RedDot Use
- Maintain Local Mailing List for RedDot Users
- Conduct All Technology Related Purchasing
- Complete and Maintain Purchasing Paperwork
- Maintain Campus Technology Budget and Forecasting
- Maintain Bi-annual Ink/Toner Billing
- Maintain Campus “Specialized” Access Accounts
- (UCS, STAA, Coaches Account, etc.)
- Participate in Campus Event Planning and Support
- Maintain Membership on University and Campus Technology Related Committees
- Actively Monitor, Test, and Forecast New Technologies (Emerging Technologies)
- Facilitate Employee/Student Access Account and Onboarding Procedure
- Software Licensing Metering and Annual Renewal Management
- Maintain Compliance with University Policy and External Regulations
- Maintain Documentation (hardware, software, logs, change, etc.)
- Maintain Campus Disaster Recover and Business Continuity Plans (DRP/BCP)
- Lead the Campus Teaching and Learning with Technology Committee
- Responsible for Activating Emergency Notification Technology
- Maintain Technology to Support Incident Response Center
- (e.g. PSUTXT, Mass Communication System, Web Site Alerts)
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