UNIVERSITY OF LOUISIANA AT LAFAYETTE. STEP Committee. Technology Fee Application

Transcription

1 UNIVERSITY OF LOUISIANA AT LAFAYETTE STEP Committee Technology Fee Application Update Help Desk Services Title David Savoie and Lori Trim Name of Submitter (Staff or Faculty only) Patrick Landry, Assistant CIO

2 Title: Update Help Desk Services Date: Jan 16, 2012 Name (Contact Person): David Savoie and Lori Trim Address: P. O. Box 42770, Lafayette LA, Phone Number: Department/College/Org: University Computing Support Services Abstract (250 words or less): The primary mission of the Help Desk is to provide first-level academic computing support to UL Lafayette students, faculty, and staff. So that we may continue providing reliable service, we are requesting four additional monitors, four dual video cards, two webcams, and two sets of earphones with microphones, three standard personal computers, one digital sign, and one Mac Book Pro laptop.. 2

3 a. Purpose of grant and impact to the student body as a whole The Help Desk is the first point of contact for students and staff for Information Technology related assistance. The Help Desk activates and also changes the password for the CLID, which in turn is used to access ULink, the campus network, and computers in STEP labs. In addition, the Help Desk answers questions related to ULink, UWin (wireless), , Step Labs, Moodle, and other technology related questions. The Help Desk web site, helpdesk.louisiana.edu, also provides documentation support. In order to provide support and continue to enhance our services, we are requesting the following equipment and supplies: 1)Six monitors and six dual video cards. Dual monitors will be added to the all Help Desk computers in order to be able to access Help Desk documentation and ticketing system at the same time we are servicing the user with the alternate monitor. 2) Two web cams and two sets of headphones with microphones. Students will be moving downstairs to Stephens Hall Lab. Helpdesk employees will be upstairs in Stephens 202. In order to communicate via chat and video chat on the Help Desk website, two of the computers at the Help Desk will need web cams. Also necessary for audio are the headphones with microphones. 3) Four university standard PCs. The PCs will replace Help Desk PCs purchased back in These computers will be used by student workers/employees when providing assistance to students/employees. One of the machines will be used to run Linux software used to activate/change UCS passwords at the Help Desk. 4) Digital sign. The digital sign will be used to display network and machine statuses for viewing by users who come by the Help Desk. 5) One Mac Book Pro Laptop (15 monitor). This laptop will be used by student workers/help Desk staff so that they can stay abreast of the newest technology in Macs. This computer will be used by student workers/employees when providing assistance to students/employees. b. Projected lifetime of enhancement The equipment will be used by trained staff and student workers. We anticipate that the equipment will have a lifetime of at least six years. c. Person(s) responsible for i. implementation Savoie and Trim will order the equipment. 3

4 ii. installation -- University personnel will install the equipment. iii. maintenance Equipment is covered by warranty. Savoie and Trim will obtain service for equipment covered by warranty. iv. operation -- Equipment will be located in the Help Desk area and operated by Help Desk personnel. v. training Student workers will be trained in the proper use and care of equipment by Savoie and Trim. 4

5 Budget Proposal 1. Equipment Six 23 Dell monitors $ Two Web Cams and Headphone with Microphones $ Four Standard PCs $ One Digital Sign $ One Mac Book Pro Laptop $ Software 3. Supplies 4. Maintenance 5. Personnel 6. Other Total $

6 Previously Funded STEP Proposals under the guidance of University Computing Support Services Two laser printers for the Helpdesk UCS server and 153 workstations, 1997 Projector and screen for Stephens Hall, 1999 Document scanners for 5 campus labs, 1999 WordPerfect software for UCS, 1999 STEPUP dialup modems, 1999 PC and Mac for Stephens Helpdesk, 2000 Increase UCS User Disk Space, 2002 UCS Conference Computing Facility Enhanced User Support, 2002 Reliable Web Access, 2002 Renewal of Dialup Services, 2002 Software Update Server, 2002 Replacement of Blackboard Server Hardware, 2003 Replacement of UCS and SL Labs, 2003 Improved Help Desk Services, 2003 Network Intrusion Detection System, 2004 Linux Systems File Server and Workstation Manager, 2004 Replacement of Blackboard Server, 2005 Help Desk Support, 2005 Support for Blackboard/Moodle/SGA Voting Administration, 2006 Updating Web Technology, 2006 Web Services in Times of Crisis, 2006 Replacement of Netreg Server Hardware, 2007 Update Help Desk Services, 2007 Helpdesk Support, 2008 Renovation of the Conference Center Computer Laboratory, 2008 Renewal of the Dialup Services Modem Pool, 2008 Helpdesk Support, 2009 Update Helpdesk Services,