Wednesday, May 16, 2012

Services and Support Policy

The Reich College of Education (RCOE) introduced the Information Technology Resources and Services Group to help manage the availability, planning, and maintenance of all technology-related issues for the College.

The group is responsible for supporting the following areas:

  • Faculty / Staff Computer Support
  • Classroom and Lab Technology
  • College Web Services
  • Information / Database Management
  • Application Development
  • Faculty Development

Other services are provided on a case-by-case basis.

The RCOE Technical Services manages four computer labs/classrooms, including one media-technology lab, and is staffed by five full-time university employees and a team of temporary student employees.

Location

Technology support staff are located on the 2nd floor of Edwin Duncan Hall, but the primary support locations include the Media Technology Lab (EDH Octagon - O4), and the technology support office (EDH-213G).

Faculty/Staff Computer Support

College owned PCs and Macs used by faculty and staff are fully supported by the College of Education technology services staff.  All problems and incidents should be reported via http://support.appstate.edu . If the problem is urgent and requires immediate attention, call 828-262-6090 (RCOE Media Lab).  If you are able to reach anyone, please call the ASU IT Help Desk at 828-262-6266.

RCOE Technical Services will support one computer per faculty/staff member. Faculty/staff will have the option of a desktop or laptop (docking solution where appropriate) computer.

  • Faculty/staff computers shall be updated, upgraded or replaced on a three to four year cycle, funding permitted.
  • Exceptions to one supported computer must be presented to the RCOE Technology Advisory Committee for approval (grants, projects, or special needs) in addition to chair/dean approval.  Email request to Anthony Santucci, santucciaj@appstate.edu.

Software

Software services are available for faculty and staff members to have additional software installed on their office computers via http://support.appstate.edu.  Some software may require a purchase of a license which may be charged to the user’s department account.   Please include the following information in the request:

  • Name of software (include vendor, version/release)
  • RCOE inventory tag number of the PC or Mac

Changes to base images require thorough testing by Technology Services.  Faculty may request image changes for classrooms and labs by submitting a request to the Director of Technology Services, Anthony Santucci [ santucciaj@appstate.edu ].  All requests will be evaluated and if the software requires the purchase of additional or new licenses, a cost analysis will be performed. 

New and/or refreshed computer images are deployed to lab/classroom computers every summer in preparation for the fall semester.  Faculty and staff refreshes are done on a case by case basis.  Requests for image updates for spring semester will be considered based on necessity due to the limited time available during winter break.

Faculty only:  Some faculty members may require specialized software to be installed on their computer to match the software running in the classrooms or labs where they teach.  For these instances, please contact Anthony Santucci [ santucciaj@appstate.edu ]. 

Personal computers (faculty and/or staff owned) are supported through the ASU Technical Support Services group in room 1022 of the Old Library Classroom Building.  Support hours are: Sun, 1-9PM; Mon-Thu, 8AM-9PM; Fri, 8AM-5PM; Sat, CLOSED.  The Computer Support Center walk-in service can be reached at (828) 262-TECH (x8324).

The RCOE Technology Staff does not work on personal/home computers.

Software can be purchased for home use at Media Services, Old Belk Library Classroom-ground floor - cash/check/credit card.  [ http://www.library.appstate.edu/edms/index.html ]

See http://support.appstate.edu/services/software-services/at-home-faculty-staff/ for details.

Printing

Printing services are available from various sources. 

  • RCOE Technology Services will set up and support all networked printers for the College of Education.
  • Individual printers connected to a single workstation are not supported by RCOE Technology Services; however RCOE Technology Services will assist all faculty and staff with the set-up and disposal of these printers.  Please enter a request via http://support.appstate.edu
  • Computer labs have a local printer available for lab printing.  Duplex printing is available.  There is a charge for printing.
  • All requests for service are handled through the TSS Help Desk.  Please call x6266 if you observe a problem.
  • For specialty printing and reproduction services, including color printing, copying and offset printing, visit http://www.printshop.appstate.edu/

Classroom and Lab Technology

College Technology

The technology staff for the College of Education provides classroom support for the faculty and staff, and approximately 100 lab computers (PCs and Macs).

All RCOE classrooms are equipped with a variety of technologies and covered by wireless network access.

Classrooms have the following resources:

  • Video/data projector
  • PC
  • DVD/VCR/CD player
  • Laptop inputs (Mac dongles may be required)
  • Video inputs
  • Visual presenter input
  • Amplified audio

Classrooms and Labs

All PCs, Macs and printers located in the College of Education labs and classrooms are supported by the University’s Technical Systems Support group (x6266).  This includes podiums and overhead projector systems.  However, first level support and triage will be handled by the technology staff of the College of Education during regular business hours.

All classroom and lab PCs and Macs have a ‘frozen image’ meaning that any files not saved to the unfrozen partition will be lost after a computer reboot.  Any software that gets installed on the computer will be removed after a computer reboot.

The College of Education has two teaching labs (EDH-215 and EDH-218) and one general purpose lab (EDH-216).  These labs are PC based running the Windows operating system. Flat bed scanners are available in EDH-216.  Pay for print is available in the EDH-216 lab.

The media lab is located in the Octagon, room O4.  This lab is available for multimedia classes, and for any College of Education student working on projects or coursework.  This lab also has video and audio editing/dubbing, VHS to DVD transfer, and flat bed scanners.

For more information about classrooms and labs, visit,

Reservations

Reservations for labs, laptop carts or individual equipment (e.g. cameras, projectors, video cameras, tri-pods, etc,) can be made in-line at:

http://support.rcoe.appstate.edu/labs/schedules

Reporting a Problem

RCOE

The College of Education’s Technology Services group can be alerted of problems, issues, inquiries or requests online at http://support.appstate.edu . 

If immediate assistance is required, please call the RCOE Media Lab at 828-262-6090 between the hours of 8AM and 9PM, Mon-Thu and 8AM-5PM on Friday. [Summer hours are 8AM-5PM, Mon-Fri]

ASU Help Desk Support

The ASU Help Desk can also be contacted for general or urgent problems/incidents.  Phone support is available at 828-262-6266.   Other means for reporting a problem to the ASU Help Desk are:

College Technology Services

Web Services

The RCOE website [http://www.ced.appstate.edu] is maintained and kept up to date by RCOE Technology Services.  Web design and consultative services are available for the faculty, staff, departments and organizations in the College of Education.  Blogs, wikis, forums, and surveys are also available.

Information / Database Management

RCOE technical staff provides support and services in the development of custom databases for both internal and external users, and in support of College applications that use databases.

Application Development

Custom applications are developed for the College faculty and staff in support of projects and initiatives for the College.  Applications are developed using the latest technology and are tested and implemented to university standards.  Internal support is provided by the RCOE technical staff. 

Faculty Development

The Reich College of Education has dedicated staff to assist and engage faculty in developing expertise in technology so that it may be integrated in with instruction and institutional planning.