Engineering IT
02-Oct-2007
In July the Engineering IT (EIT) support group was formed.
This group is composed of several legacy IT support groups and is now
responsible for providing IT services and support for the entire
We realize that there were several different, but functional procedures for reporting problems or requesting services from the former IT support teams. We are in the process of blending these local methods into a new, Engineering School-wide EIT procedure.
We are also installing incident tracking. Using email to request service or help (support@seas.wustl.edu) will automatically generate a ticket. This will enable tracking and reporting on incident status. A call or email directly to a support person will also generate a ticket if the question isn’t answered immediately. A system is in place; however the full tracking and reporting capability is still being developed.
This document covers
the new procedure for requesting services from or reporting problems to
Engineering IT.
· PCs, Workstations, and Printers
o Windows, Mac, Unix (Linux, others)
o Setting up and supporting Teaching Labs
§ Installing programs (both upgrade to current versions and earlier releases as required), special configurations, etc.
§ NOTE: all routine pre-semester set-ups, etc. can be directed to the departmental primary contact. This process can be initiated through an email to support@seas.wustl.edu
§ All computer maintenance (including scheduled updates) on teaching lab computers with potentially dangerous peripherals such as robotic arms will be performed on site. This way, the computer technician can guarantee that the task is performed safely.
· Servers and Storage
o Administration (configuration, monitoring, maintenance upgrades, etc.)
o Operation, Backups, Restores
o Beginning of semester directory structures to support course web pages, ABET repositories, etc.
· Networking
o Wired, wireless
· Applications
o Email (setting up new accounts, etc.)
o Web Servers (Ran Jing is the Web Master)
o And (regarding support for home):
§ Advice on remote access from user owned equipment (VPN)
§ Email setup advice on user owned machines (FAQs)
1. Preferred Method: Email: support@seas.wustl.edu
2. Walk-in: we are located on Lopata 4 and Sever 2
3. Call: 5-5097: This will be answered by the CEC Help Desk and your request/incident will be routed to a help desk support person and a ticket will be created
a. Committed to 100% answered calls during prime shift
4. Help Desk Support departmental “single points of contact” (SPOC):
Primary Contact Secondary Contact
a. BME: Joe Furlong (5-8655) Tim McHugh (5-7457)
b. CSE: Jim Flynn (5-5882) Dave Goodbary (5-7495)
c. EECE: Tim McHugh (5-7457) Joe Furlong (5-8655)
d. ESE: Dave Goodbary (5-7495) Jim Flynn (5-5882)
e. MASE: Joe Furlong (5-8655) Dave Goodbary (5-7495)
f. All Others: Tim McHugh (5-7457) Jim Flynn (5-5882)
5. Functional Area contact list:
a. Networking:
i. Allen Rueter (5-6429) allen@seas.wustl.edu
ii. Steve Klonsky (5-6859) steve@seas.wustl.edu
iii. Jason Hall (5-9527) jhall@seas.wustl.edu
b. Servers & Storage:
i. Windows
1. Brian Sheffield (5-6024) brian@seas.wustl.edu
2. Steve Klonsky (5-6859) steve@seas.wustl.edu
3. Samantha Lacy (5-6185) lacy@seas.wustl.edu
4. Will Wainwright (5-5516) survive@seas.wustl.edu
ii. Unix
1. Allen Rueter (5-6429) allen@seas.wustl.edu
2. Mark Bober (5-5095) mark@seas.wustl.edu
3. Adam Lopresto (5-7254) adam@seas.wustl.edu
c. Applications:
i. Adam Lopresto (5-7254) adam@seas.wustl.edu
ii. Samantha Lacy (5-6185) lacy@seas.wustl.edu
d. PCs, Workstations(includes Windows, Macs, and Unix) and Printers:
i. Josh Lawrence (5-5053) josh@seas.wustl.edu
ii. Tim McHugh (5-7457) tim@seas.wustl.edu
iii. Joe Furlong (5-8655) jfurlong@seas.wustl.edu
iv. Dave Goodbary (5-7495) goodbary@seas.wustl.edu
v. Jim Flynn (5-5882) jim@seas.wustl.edu
vi. Jason Hall (5-9527) jhall@seas.wustl.edu
· Help Desk to be fully staffed with 100% of calls answered (5-5097)
· All contact methods listed previously are acceptable
o If you choose to contact EIT by email and the problem is urgent, in the subject line please add:
§ URGENT: (and then a description of the problem), for example: “URGENT: Unable to access group file share”
· Help Desk Support Staff to respond to incident:
o 50% within one half hour
o 75% within one hour
o 100% within two hours
·
Limited to server and related infrastructure support only
(e.g. networks, storage, etc.)
· In general, off-hours support is triggered by the automated system monitoring
o Automated system will send alerts to “on-call” support staff
o Rotating call among Engineering IT staff on a weekly basis
o Presently, we are not offering the same level of off-hours support that is available during prime shift
·
How to be contacted (this section still under development
– EIT is still consolidating beepers and procedures. We will work on this and
publish an update when we have a working plan. Until then, off-hours support
can be directed through the department head to Bob Guthrie.)
o Beeper, cell phone, (currently being refined as the groups merge)
o NOTE: Beeper numbers are needed
· Help Desk Support Staff will respond to incident:
o 100% best effort or next business day
o Urgent service requests, as determined by the Department Head
§ Department Head to call Bob Guthrie (314-378-5879 or 636-273-9712)