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ITS User Services
Index
User
Services: Introduction
ITS User Services provides the primary support for
members of the faculty who use computing in their curricular
applications and their research. In addition, it manages
most campus "smart" classrooms and computer labs.
The group is also the main source of support for all
individuals on campus, in both academic and administrative
departments, who use personal computers for personal productivity
applications.
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ITS
HelpDesk
The
ITS HelpDesk is the first point of contact for all ITS-related
requests for assistance. It is located on the main floor of Ramsey
Library, in the main lobby area.
Requests for assistance can be made to the HelpDesk in person, via
email (helpdesk@unca.edu) or
by phone (828/251/6445).
Hours
of operation during the fall and spring semesters are as follows:
Monday - Thursday: 8:00am - 9:00pm
Friday: 8:00am - 5:00pm
Closed on weekends
Email is answered M-F, 8:00am - 5:00pm
Hours are reduced during summer sessions and non-class days:
Monday - Friday: 8:00am - 5:00pm
Limited self-help assistance can be accessed at the following
location:
Online Help
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Computing Lab/Classroom Management
Academic Computing Services manages campus computing laboratories
and classrooms. Most facilities are lab/classrooms, some are labs
only, and some are small residence hall labs.
New
Hall 008 is the main lab-only facility on campus. It
contains networked Windows machines and Macs. In addition,
a scanner is available for PC and Mac use in this lab.
Student access to other labs on
campus is dependant upon class schedules as well as decisions of
the individual departments which oversee them. The software in the labs is a mixture of course-specific
software for students in classes and personal productivity
software (word processors, spreadsheets, graphics packages, etc.)
for general student use.
ITS
provides technical support for all
facilities, maintaining software and hardware. In its open use
lab, NH008, ITS provides lab assistants and furnishes laboratory supplies. The lab assistants
are part-time student employees who provide consulting to student
lab users.
Scheduling of classes, workshops or other events to classroom/labs
are handled by Silke Crombie at 828/250-3832..
After reserving a classroom/lab for a regularly-scheduled
class, faculty should contact User Services to make
arrangements for software installation and laboratory orientation.
User Services should be contacted in the semester
prior to the class, at about the time book orders are being
submitted for the next semester.
The laboratory orientation is designed to teach faculty members
how to use the facility. The faculty members, in turn, are
expected to orient their classes to facility usage.
Faculty wishing to hold a one-time class session in a facility
during open lab hours should contact Silke Crombie at 828/250-3832 at least
one week prior to the proposed class.
See the
UNCA Computer Labs home page
for more information about labs.
ITS
User Services also maintains the Smart Classrooms on
campus. Orientation to the equipment and software installations
can be arranged by calling the ITS HelpDesk at 828/251-6445.
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Hardware Maintenance
and Repair
Information
Technology Services repairs all UNCA-owned personal computers and
peripherals, at no charge to the user department.
Staff will pick up broken equipment and transfer it to the
electronics shop for repair, but service is frequently expedited
if users are able to carry the equipment to the shop themselves.
The shop is located in Robinson 016.
We make every attempt to keep a user with a hardware problem up
and functional, including supplying him/her with shop loaner
equipment if any is available.
To submit a request for repair, assemble relevant details
(service tag #, equipment type, model #, description of problem, etc.), call
the ITS HelpDesk at 828/251-6445, and request that a service
ticket be submitted for
assistance. ITS as a matter of policy does not repair
equipment that is privately-owned by members of the UNCA
community.
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RESNET Management
ITS
User Services manages the residence hall network, RESNET.
RESNET provides a free high speed network port (100 mb switched
ethernet) for every dorm resident. Residents with computers can
connect to the network to access UNCA's central computing
resources and the Internet at large.
ITS
User Services provides support to assist
residents with their networking problems. This support includes
assistance in resolving internet access problems, virus and
spyware issues, and other software matters.
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