Providing expert IT management and support

IT Support Services

Departmental Services (DS) provides University departments, administrative units, colleges, and research facilities with experience and expertise in computer support, technology implementation, network administration, programming, and Web development.

In addition to ensuring system security and reliable service availability, DS IT Support Specialists will work with you, in your unit's facilities, to:

  • Solve connectivity issues with networks, servers, and desktops

    IT Support Specialists

    • perform server, desktop, and network administration
    • provide hardware configuration management and support
    • develop disaster recovery protocols and solutions
    • initiate software planning, configuration, and installation management
    • provide computing and network requirements assessments and recommendations
    • provide technology planning and equipment replacement cycle, including implementation and timetables

  • Assist departments in developing software and database applications

    Database and Application Development Specialists

    • focus on architectural design and application of databases
    • develop solution-based applications per clients specifications and criteria
    • develop custom web and client software applications
    • specialize in .Net and MS SQL–based application development platforms

  • Create and maintain a professional Web presence

    Web Specialists

    • ensure Web solutions align with the strategic goals of your unit
    • conceptualize and communicate complex Web projects and solutions
    • communicate technical requirements
    • design pages that meet and maintain usability and accessibility standards
    • develop workflows and processes to support your Web site's life–cycle
    • integrate new and existing University Web applications
    • provide service–based support with performance metrics

Engagement Process

Which support services align with the needs of your unit—a single skill set or a combination? To clearly determine requirements, provided skills, and levels of service, DS will work with you to determine the best solutions for your needs:

  • Client IT assessment – identifies current infrastructure, IT–related roles, and processes
  • Client requirements and needs assessment – determines core responsibilities and skill sets to be provided by both the IT Support Specialist and the department
  • Consultant alignment – provides consultant(s) whose skill set strongly aligns with the needs of your department
Support Levels Full–Time Half–Time
Hours per week of support service to the unit (Support work, beyond these hours, is available from OnSite Consulting at a discount from the standard $40 per hour rate.) 32 16
Hours per week reserved for consultant training, participation in DS working groups, providing back-up services, and attendance to DS administrative business 8 4
DS provision of personal computing equipment and software for the consultant (The client unit provides a telephone and office space for consultants.) Yes Yes
DS provision of maintenance–mode back–up support Yes Yes

General Notes

DS IT Support Specialist services are available for one–year and six–month contracts and include full– and half–time appointments. Software and database development services are available on either a contract or per project basis.

When you partner with a DS IT Support Specialist, your benefits include maintenance–mode support–one hour of support each day of absence–during specialists' planned absences less than two weeks. Beyond two weeks of absence, another specialist will be assigned at the staffing level contracted by your unit. In cases of emergency, a back–up support specialist will be notified to manage the situation in a timely manner.

For a sample Service Level Agreement (SLA), click here.