Technology Services Support
The Office of Information Technology is Improving Technology Support at Seattle University. Our goal is to provide you with the tools, services, and self-help resources you need to be “tech successful”.
Onsite Help Desk Walk-up Services – Engineering 302, open Monday thru Friday 7:00am - 5:30pm
Onsite Help Desk Phone and Email – On-site Help Desk agents available via x5571 / firstname.lastname@example.org
Self Help Services – Website Improvements at http://www.seattleu.edu/support
Desktop Support Services – Doubled in 2013
Workstation Improvements – More Info SQ 2014
Keep reading to learn more about the who/what/when/where/how details, and what you can expect from these improvements.
Onsite Help Desk
The new Onsite Help Desk includes full-time staff (including SU alumni) dedicated to supporting the Seattle University community via phone, email, and walk-up services. When you contact the Help Desk during business hours you can expect familiar, knowledgeable Help Desk technicians that are specialists in the SU technology landscape
Your onsite specialists work closely with the Central Help Desk, sharing support articles and real-time updates to ensure you receive quality 24x7 support. If the onsite technicians are all busy – or if you call after hours – you will be assisted by the after-hours Central Help Desk.
The goal is quality personal support, provided quickly and easily.
The Onsite Help Desk provides phone and email support from 7:00am to 7:30pm Monday thru Friday starting January 2nd 2014.
When you visit Walk-Up Services you will work face-to-face with Onsite Help Desk specialists focused on providing in-person support. Walk-up Services can help you configure your laptop for campus wireless connectivity; reset your email password; provide Campus Card assistance; and show you how to manage your email distribution list. Walk Up Services will also offer configuration support for University applications (email, VDI, and VPN settings) on mobile personal hardware. If a Walk Up Services tech cannot quickly solve your tech question, they will escalate your issue to the correct OIT team. The Walk Up Services team includes trained students supported by Onsite Help Desk & Desktop Support Services staff, your local experts familiar with University technology.
Walk-up Services are available in Engineering 302 from 7:00am to 5:30pm Monday thru Friday.
Desktop Support Services
Desktop Support Services include dedicated on-site campus staff supporting University workstation technology. These are the busy OIT men and women you see working across campus today, fixing laptops and upgrading workstations. DSS is already improving technology support at Seattle University; this past summer the DSS team added full-time staff to support the University’s growing technology needs. New staff and seasoned DSS veterans have spent months fixing and documenting Mac, PC, printer, and application issues unique to Seattle University. They share this knowledge with you when they fix your computer (or when they post “how to” articles on the OIT website). DSS works closely with the Onsite Help Desk and Walk Up Services team to provide improved phone/email/in-person technical support.
The result of all this work? A well-informed Help Desk team that solves most workstation questions faster, and quickly escalates difficult issues to an experienced – and prepared – Desktop Support Services team.
In addition to phone/email/in-person support, we are building a new-look website to improve self-help technology support. SU faculty, staff, and students will have a single website that provides solutions to SU technology questions, and provide useful tools and resources from common PC, Mac, and tablet web browsers. Expect to find easy-to-use directions for configuring your wireless devices; instructions for installing SU software on your Mac or PC; information about campus technology alerts and announcements; and web links that lead you to technology training, or to reset your SU password.
The self-help website will grow over time, allowing us to introduce new support features in the near future (improved password reset tools) and not-as-near future (single-click app installation, or tech support via web chat? Not a promise, but a possibility with the new self-help website).
The Self-help Website is available at www.seattleu.edu/support
OIT’s Workstation Engineering team is focused on improving application delivery and support for the University’s physical workstations and virtual desktops.
Workstation Engineering is laying the groundwork for remote computer imaging, remote application installation, and automated backup. What does this mean? Your University computer can be upgraded (or your new computer configured) quickly, and all of your business files and applications will be automatically migrated, with minimal interruption to your workday.
Workstation Engineering will also manage the campus Virtual Desktop Infrastructure (VDI), and determine the necessary steps to provide better audio & video streaming and faster login times.
You can expect more information on these improvements in Spring Quarter 2014.