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.
- 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
- Own all Service Management processes and procedures
- Handle all IT related communications to the University
There are four teams that make up the TAC, each having its own functional specialties:
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.
- 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
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.
- 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
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.
Audio Visual (A/V) is responsible for all Audio Visual technologies across the University. Some internal services overlap and are coordinated with other areas on campus such as Media Production, Television & Digital Media Production, Telecommunications, and Physical Plant. Some effort extends to outside AV Integration Contractors.
We handle daily repairs and user orientation, live event solutions and support, system installations and upgrades, solution designs and development, project planning and project management. Our services are primarily on the main campus however we also travel of off campus sites for these services as necessary.
- Perform work order repairs
- Perform and coordinate classroom/conference room upgrades
- Install and suppot digital signage systems
- Provide event support (Board Meetings, Athletics, Video Conferences)
- Provide project planning services
- Provide off campus A/V support
- Perform A/V system design and installation
- Perform project management with Physical Plant and outside contractors