Information and Digital Technologies (IDT)
Operations Unit's SANS Workgroups

IDT Operations Unit's SANS
This Operations unit is broken into two workgroups that are collectively referred to as SANS and supports a total of 665 computers (320 for Library patrons):

• Academic Computer Support (Outside customers) supporting 73 computers
• Systems and Networked Services (Library customers) supporting 592 computers

The unit's workgroup personnel will:

• Empower customers with computing solutions and knowledge.
• Keep customers informed about the status of their Service Requests.
• Respond to customers questions within 2 working days.
• Utilize innovative strategies in the delivery of our services.
• Maximize systems availability while minimizing downtime.
• Proactively work with TNS on network and system security.

Questions about the SANS unit can be referred to Carol Phillips, Operations Manager or Dennis Shannon, Lead.

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Academic Computer Support
This workgroup provides the following IDT services for supported Academic Affairs departments (DUS 52 computers, Academic Affairs 5 computers, Provost 5 computers, Graduate Research 3 computers, Senate 2 computers and Faculty Affairs 6 computers):

• Initial setup of new computer systems; installs the hardware and load the operating system.
• Installs or updates freeware supported software.
• Installs or updates software provided by the customer or available from campus site license for use on the above systems.
• Moves/re-setup existing computer systems.
• Recommends available campus sponsored training (Library or BATS).
• Troubleshoots problems on any supported software.
• Troubleshoots problems on existing computer systems.

This workgroup is available to provide IDT Purchase Recommendation reports for computing hardware and software to the appropriate Academic Affairs department manager. The reports will include specifications and a quote. If the recommendation is accepted, the reports can assist that manager with final purchasing paperwork.

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Systems and Networked Services
This workgroup provides the following IDT services for the Library and Information Access:

• Consults on hardware, software, and network usage and acquisition.
• Creates software images for LA-76 and LA-78, Public workstations, and Reference Desk workstations
• Diagnoses and combats viruses.
• Installs and configures device drivers.
• Installs, configures, troubleshoots, and upgrades hardware and software.
• Provides physical or logical formatting and routine management of hard drives.
• Recovers lost data files.
• Transfers files between computers and peripheral devices.

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