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Services provided by IT Services

Responsible for leading the PIR Division’s delivery of IT services to the University Community.  This dynamic department provides direct management of microcomputer (PC) hardware and software support, Mobile Computing support, and manages Instructional Technology.  Underscoring user support, the Technology Support Center (formerly known as the Help Desk) falls under the IT Services umbrella in the PIR division.  The staff members of the IT Services department frequently interface with University customers to ensure that service offerings are appropriate and that service delivery is consistently excellent.

IT Services is located in Hyland Hall 114. 

 Below is a more detailed list of services provided by IT Services:

  1. Campus Microcomputer Lab Support:

    Ongoing support of all instructional computer labs, research computer labs, and general use computers labs is provided.  The implementation of appropriate upgrades to meet the needs of the Academic Community and the evolving curriculum. 

  2. Electronic Courseware Support:

    IT Services teams with other divisional staff members to support the ANGEL Learning environment.  ANGEL provides the electronic platform on which faculty may supplement classroom teaching as well as a method to provide distance learning.  Faculty can utilize the various features of the ANGEL learning management system to post syllabi, provide assignments, receive assignments, create discussion boards, and provide on-line assessments & grade book information.

  3. Instructional Technology Support:

    IT Services manages and maintains the University’s mediated classrooms, conference rooms and special event venues containing video projectors, computers, document cameras, and DVD/VHS players.  IT Services provide consultation, design work, implementation, and support of new facilities (i.e. Science Building).  For both instructional events and special events (e.g. seminars and conferences) IT Services provides equipment setup and support, as well as on-site troubleshooting and support of all mediated classrooms and meeting facilities.

  4. Microcomputer Maintenance:

    The division conducts ongoing support and maintenance of microcomputer hardware, peripherals and all hardware services, including delivery and set up of new computers, special events setups, equipment moves, and repairs.  Hardware maintenance and repair are provided by the Computer Maintenance Center (CMC).  The Computer Maintenance Center is a certified repair center for both Apple & Dell.

  5. Microcomputer Planning, Implementation & Support:

    Through centralized planning and budgeting, faculty, staff and lab microcomputers are replaced as needed to maintain currency of equipment and optimal functionality. Staff systems are utilized in every office function from electronic messaging, calendaring, and collaboration to accessing the central ERP system.  Faculty systems are used for research, preparation of teaching materials, communication with students and various office functions.  Student lab systems are used for researching and completing assignments, communication, and developing technology skills. 
    In addition, IT Services offers hardware configuration, software installation, and data migration of information from old to new systems.  IT Services is also responsible for developing a support program and structure for the Student Laptop program, commencing in the Kania School Of Management in Fall 2009.
     
  6. Mobile Device Support:

    IT Services provides assistance to our users with the configuration and use of mobile devices. IT Services supports email, calendar, and contact syncing across mobile device platforms, including Android, iPhone/iPad and Windows Mobile.  As part of the support paradigm, IT Services also coordinates the purchase and acquisition of University funded devices through contracts with Verizon and AT&T.  

  7. ResNet Program:

    IT Services teams up with the Office of Network Infrastructure to provide support to students connecting to the University's student computer network (ResNet) from both on campus and off campus University housing, as well as commuter students connecting to the University’s network via wireless service (RoyalAir) or on-campus microcomputer labs.  Residential (student) Consultants provide in-room support within our residence halls.  We also cheerfully meet the hardware and software needs of parents and students at open houses and preview days, especially Royal Welcome Weekend.

  8. Software Support & Research:

    IT Services continually conducts research and evaluation of desktop software products to improve overall user productivity.  We evaluate and acquire site licenses to maximize the University’s investment; these include agreements such as the Microsoft Campus Agreement, Minitab, Maple, SPSS, & SAS.  Testing, implementation and support of such applications is also conducted.  IT Services works in conjunction with IT Development and Applications to research, evaluate and support enterprise level software applications such as Royal Drive.

  9. Technology Support Center:

    The Technology Support Center (TSC) provides customer support for all technology related topics.  The TSC facilitates the use of the University of Scranton's enterprise computing systems, desktop software, wired and wireless networks, and mediated facilities through timely, accurate, and courteous responses to customer support requests.

         The TSC provides comprehensive technology support by directly answering inquiries and teaming with other PIR technology departments as necessary to provide solutions to customer problems. The Technology Support Center is located in Alumni Memorial Hall.