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Campus IT Client Services (CICS)

Campus IT Client Services (CICS) provides desktop computer support, classroom technology support, and faculty instruction services for NOVA's MEC faculty and staff. CICS is also responsible for working with the faculty and staff to design and implement innovative and sustainable educational technology solutions. CICS support the wide variety of programs offered at MEC and create an environment conducive to learning. All CICS units work closely with campus faculty to coordinate use of technology resources and encourages the academic success of all users. CICS staff works with college technical resources to insure the proper function of resources at MEC.

The Campus IT Client Services staff strives to provide outstanding customer service to all users. CICS is committed to meeting the needs of faculty, students and staff at NOVA. CICS continually seeks new ways to update and improve resources and invite you to take advantage of the services offered at the MEC. We also encourage comments and feedback regarding technology and technology services at MEC. Please send your comments to issmecit@nvcc.edu

Technology at MEC

Information Technology at MEC

NOVA maintains two networks and domains. The first is considered the administrative side of the network and is provided for faculty and staff to conduct day-to-day operations. The second network is considered the student network and is often referred to as the Directory domain. The Directory domain is available from classrooms and computers in the library and the open computer lab. The Directory domain is accessible using myNOVA credentials.

The MEC has 100 percent wireless coverage. The two primary wireless networks are the campus are the Directory domain and the Guest wireless network. Students, faculty and staff can access the Directory wireless network using myNova credentials. The Guest wireless network is available for restricted bandwidth, short-term use. For more consistent and long-term use of wireless networking at the MEC we recommended students connect to the Directory wireless network.

Classroom Technology at MEC

All the educational spaces at MEC are equipped with audio and visual presentation aids. These include computers in the classrooms, document cameras, projectors, VHS/DVD players and sound amplification. The traditional classrooms and many of the specialty lab spaces at the MEC are equipped with Panopto lecture capture and SMART Sympodium monitors. The MEC also uses Cisco VTC technology for distance education and has clickers available for use by faculty. MEC has an iPad cart for instructional use in the classroom. HE 355 at the MEC was designed as a small group collaboration space pilot with multiple video monitors and video distribution for the sharing of small group presentations.

SLA

Requests for IT computer and network services support from MEC IT management or staff should be directed to the IT Helpdesk at ithelpdesk@nvcc.edu. All support requests require the creation of a service request through the IT Helpdesk. Service requests can also be called into the IT Helpdesk at 703.426.4141.

Users should report problems regarding support services to the IT Help Desk. All reported problems will be assigned a help desk activity number and referred to the appropriate support group for issue resolution.

MEC IT management or MEC IT staff may require additional support from other college resources. In this case, MEC IT staff will utilize the first service request as the primary tracking mechanism for the issue. Users should not pursue communication regarding any open requests to college support groups other than MEC IT Staff, unless other support groups have requested a response from users.

Prioritization of campus IT support requests will be determined by the IT Manager. Questions or concerns about the prioritization of IT services support should be directed in turn to the Director of IT Client Services at wledford@nvcc.edu.

Hours of Operation

MEC IT Staff personnel will be on site and available for hardware, software and network support:
Monday through Thursday 7:30 a.m. to 9:00 p.m.
Friday 7:30 a.m. to 6:00 p.m.
Saturday 9:00 a.m. to 1:00 p.m.

Service requests may be logged by contacting the IT Help Desk during its normal business hours at 703.426.4141.

Supported Services

The following items are supported within the scope of this SLA:
Workstation software problem repair, Apple computers, data backup and restoration, classroom technology support, workstation hardware repair, network problem repair, telephone service request, mainframe connectivity, network connectivity (network drives), maintain a compass server, maintain a SkillCheck server and VOIP telephone systems

MEC IT Staff support all the software covered by the Supported Services SLA:
MS Office including:
Word, Outlook, Excel, PowerPoint, Access, Project, Publisher

MS Windows Operating Systems including:
Windows 8, Windows 7, Windows Vista, Windows XP (NOTE: Windows XP will be considered end-of-life effective 4-1-14).

College Support Applications including:
Blackboard, Adobe Acrobat Pro, Adobe Creative Suite 6, Adobe Creative Cloud, Front Page, Dream Weaver, Internet Explorer, Safari, Firefox, iTunes

These items are NOT covered by this SLA:
New software versions not yet adopted at NOVA, Software versions more than two revision levels behind the release currently available at the College, user provided personal software

Priorities & Response Times

Priority Levels:
A priority scheme will be applied to all calls taken by the Help Desk according to the following criteria:

Priority Level
Definition
Response Time
1
Affects multiple people (10 or more) significantly
2
Affects a small number of people (9 or fewer) significantly
5-20 Minutes
3
Affects Multiple People, but work can still be performed
45 Minutes
4
Affects a small number of people, but work can still be performed
4 hours

Call Response Thresholds:
With reference to the priority scheme, the MEC IT Staff will respond according to the stated response times to the best of its ability, and not below the following thresholds:

Priority Level
Threshold
1
95%
2
90%
3
80%
4
75%
Metrics & Reports

General Metrics:

  • First contact resolution rate shall be 85% or better.
  • Customer survey satisfaction rate shall be 85% or better.

Frequency of Reports

  • All metrics shall be reported at least yearly in January.
SLA Review & Compliance Procedures

The MEC IT Manager is responsible for issues relating to this SLA and may be contacted at 703.822.6669 or via email at lfanelli@nvcc.edu. Issues not resolved by the IT Manager will be escalated to the Director of IT Client Services at 703.764.7773 or wledford@nvcc.edu.

The customer representatives for issues relating to this portion of the MEC SLA are the TLTR committee chairs, Information Technology Committee, LRS Working Group and the IT Implementation Committee.

CICS Personnel

Individuals responsible for support at the Medical Education Campus are:

Director IT Client Services
703.764.7773
MEC IT Lead
703.822.6669
IT Technician
703.822.6665
P-14
IT Technician
703.822.6668
IT Technician
703.822.6667
IT Technician
703.822.6670
Campus Tech Support
703.822.6667
Education Level of Personnel

All IT Staff work toward the A+ Certification or Network + certification or show equivalent work experience.

All IT Staff must be proficient in MS Office and Windows desktop operating system.

The IT Manager should have a B.S. degree in Information Systems Technology or related field, and work toward a M.S. degree in an appropriate field and/or maintain proficiency through coursework and professional development opportunities.

Disaster Planning

A list of customer contacts on the campus will be maintained in order to notify them by phone in the event of a network failure.

A list of MEC IT Staff contact information will be maintained for ease of communication during an emergency.

Brown Bag

Brown Bag Sessions

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