Our customers are
encouraged to call the college's IT Help Desk, 703 426-4141, or
e-mail the IT Help Desk account, ithelpdesk@nvcc.edu
for IT support. Customers may
call IT Staff directly on 703-845-6048, including the IT Manager, if they feel
they need to contact campus IT Staff. They are encouraged
to call the IT Help Desk first.
All customer calls
for support are documented with IT Help Desk Tickets using the college's trouble tracking system,
Issue-Trak. The
Help Desk assigns a ticket number for the customer and refers the
ticket
to
Alexandria Campus IT Specialists. The
system is monitored by the specialists during hours
of operation.
Alexandria IT Staff
will also create Help Desk tickets if customers contact IT Staff
directly. Alexandria IT Staff may also contact ITSS Network
Engineers for escalated support.
The Alexandria IT
Services unit is open Mondays through Thursdays, 8:00 AM to 10:00 PM,
and on Fridays from 8:00 AM to 5:00 PM, providing on site support
during these hours, unless otherwise posted under Special Hours, reserved for
holidays, etc, located at
http://www.nvcc.edu/alexandria/lrc/ithours.htm. The college's IT Help Desk can be contacted
during any Saturday that the college is open, between the hours of 8am to
5pm
(call 703 426-4141).
- User Accounts - passwords reset; group
membership assigned
- E-Mail Accounts - passwords reset and
assignment to distribution lists
- Lab Accounts created - passwords reset and
group security policy set and maintained
Hardware:
- Cisco Router
- Cisco Catalyst Series data switches
- Dell PowerEdge Servers
- KVM switches
- Dell Desktop PCs and all internal
components
- Printers
- Scanners
- Cisco Voice over IP Phones
- APC UPS
Server-based
applications:
- Windows Compass and eCompass
- CornerStone
- Skill Check
- I-Math Plus
- MP2
- CS Print
- I-20
- Symantec Ghost
- PeopleSoft
Database Software:
Web-based applications:
- Outlook Web Access 2003
- eCompass
- Accuplacer
- Blackboard
- PeopleSoft
Software (includes
all appropriate service packs and security update packages):
Microsoft Operating
Systems:
- Windows Server 2003
- Windows VISTA
- Windows XP Professional w/SP2
- Windows 2000 Professional
Microsoft Office
Automation Suite of Software: Office 2007, 2003, and Office XP including;
- Word
- Excel
- Outlook
- Access
- PowerPoint
- Project
- Frontpage
- Publisher
- InfoPath
Other software utilities supported:
- CS3
- Symantec Anti-Virus
- Remote Desktop
- Adobe Acrobat
- Adobe PageMaker and Photoshop
Network support
utilities:
- All built-in Windows 2003 and 2000 Server
utilities
- Create and maintain OUs with Group Policy Security
- Active Directory
- Telnet
- DHCP Administration
- WINS Administration
- DNS Administration
- Exchange Admin
- Terminal Server
The IT Help Desk
maintains a list of business and personal contact information for two
specialists at the Alexandria Campus in the event of major network
failures.
During hours of
operation the following priority guidelines will be followed:
|
Priority Level
|
Definition
|
Response Time
|
|
1
|
Multiple labs/offices & users
simultaneously down |
0 – 20 minutes
|
|
2
|
Single Server Applications affecting
multiple users |
up to 1 hour
|
|
3
|
Single user problems |
up to 4 hours
|
The IT Help Desk
escalates help desk tickets to campus IT Staff for those issues that
can not be supported over the phone.
The IT Help Desk can
call the campus IT Manager directly (703-845-6019) and/or via cell
phone if it is determined there is an emergency or a customer complaint
requiring attention.
Campus IT Staff
should spend no more than two hours on any given problem. When
two business hours are up, the campus IT manager should be
notified. If the campus IT Manager is unable to resolve it within
an additional hour, then the IT Manager should contact
ITSS Network Engineers for support.
The IT Manager will
report semester statistics including number of resolved help desk
tickets and IT-related implementation projects completed. Metrics
are kept in a spreadsheet format using Excel, via a template provided
by the LRS Director.
