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 student support requests
  • Support all university-owned computers in offices, labs, and 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 resolve 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, including computer labs, presentation rooms, offices, A/V support and procurement.

 

We:

  • Support university owned specialized hardware and software when it is 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 

 

Technical Education & Outreach

Technical Education & Outreach (TEO) provides training on the use and application of standard technologies to employees of Ferris State University. We provide educational opportunities and resources for individuals and groups. Education is the ultimate goal of the University and we strive to help employees at Ferris become more efficient and effective at using technology.

 

Automation & Continuity Support

Automation & Continuity (AC) establishes base software loads for all computers, participates and communicates desktop and learning space standards, automates computer related software and hardware activities, and researches and promotes innovation of desktop IT support.