Technology Assistance Center
The Technology Assistance Center (TAC) is responsible for increasing the efficiency
and productivity of the university community by providing a first point of contact
for the rapid resolution of IT issues.
We:
- Are the first point of contact for all faculty, staff, and students support requests
- Support all university-owned computers in offices, labs, classrooms
- Support classroom technologies such as projectors, document cameras, and clickers
- Leverage automation tools to rapidly deploy needed changes to desktop workstations
- Support many departmental servers and applications
There are four teams that make up the TAC, each having its own functional specialties:
First Level Support
First Level Support (FLS) is the first point of contact for computer support for Ferris
State University faculty, staff and students. FLS is responsible for answering initial
customer contacts for support through different mediums and is dedicated to resolving
as many customer requests on first contact as possible.
We:
- Are open 24/7 with the exception of holidays and holiday related weekends
- Receive and resolve support requests via phone, chat, email, and web form
- Use remote desktop assistance tools to assist customers
- Forward urgent problems requiring on-site assistance to Level 2 technicians via radio
or cell phones for rapid response
- Involve other TAC or ITS teams and other resources as appropriate to resolved the
customer inquiries.
- Look for recurring problems and assist in resolving them
- Orchestrate the creation and deletion of enterprise computing accounts as directed
by HR
Second Level Support
If a university-owned computer problem cannot be solved by FLS, and it needs to be fixed
as soon as possible, the Second Level Support (SLS) team will take over. We are responsible
for all learning spaces (includes computer labs), presentation rooms, offices, A/V
support and procurement.
We:
- Support university owned specialized hardware and software when not working
- Use shuttle vans to deliver technicians to main campus locations for high priority
problems
- When not working on high priority customer problems, work on lower priority non-functioning
systems
- Employ Dell certified technicians to ensure that you receive the most knowledgeable
and experienced computer repair
Automation & Continuity Support
Automation & Continuity (AC) establishes base software loads for all computers, participates
and communicates desktop and learning space standards, automate computer related software
and hardware activities, and research and promote innovation of desktop IT support.
