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. 

  

 

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