Academic and Instructional Technology Services (AITS) is divided into three broad areas: instructional technology, student computer labs, and hardware repair. Within those areas, major functions include designing, building, and supporting technology-enriched classrooms; providing students with open computer lab space and associated services; maintaining and repairing multiple types of technology; providing and supporting the academic and administrative videoconferencing environment; promoting and supporting eDelivery and eDesktop environments; and assisting faculty with insinuating innovative technologies (or innovative ways of using existing technologies) into the curriculum. AITS also facilitates the use of technology in Board of Trustees’ meetings as well as Presidential Addresses.
Administrative Computing Services (ACS) is comprised of three workgroups. The Student Systems workgroup provides system, database and report development, and administration, maintenance, and technical support for systems used to conduct business at the university (such as Admissions, Registration, Cashiers and Grades). The Banner Systems workgroup provides system and database administration, maintenance, technical support, and report development for the Banner ERP and Banner Self-Service Systems. The Workflow workgroup provides business process analysis consulting services and designs and develops applications and electronic workflows to support business process improvements across campus.
Infrastructure Services (IS) is responsible for all servers and enterprise systems residing in the UWF data center, as well as the data residing in the remote data vaulting facility. IS provides central storage capabilities, manages hosted servers and systems, and provides the platform for systems integration and security. Infrastructure Services provides “tier 3” support for the IT Help Desk, often trouble-shooting and diagnosing issues escalated for resolution.
The Networks workgroup is primarily responsible for the infrastructure that provides wired and wireless data connectivity to the main UWF campus and most remote sites, as well as the many monitoring and security services supporting this infrastructure. Telecommunications provides voice connectivity and related services for campus and remote sites in addition to managing pager services and maintaining the 800 Mhz Radio service.
User Support Services (USS) provides university faculty, staff, and students with IT support services via the ITS Help Desk and documentation and training resources. The ITS Help Desk is the first point of contact for IT questions and requests for service. The Help Desk offers phone, email, chat, and remote desktop support options. Areas of support include ArgoNet computer account management, Argus, E-mail, H: and I: drives, eDesktop virtual computer lab, eLearning, Elluminate, network connectivity, university business systems, and centrally supported software. An automated tracking system is used to track customer contacts and to route problems and requests, when necessary, to other campus workgroups. The Help Desk also provides onsite desktop support for campus computers and other computing devices to university faculty and staff. Documentation and training resources consist of self help materials, both online and printed, and training, both online and face to face.
