Description of Services and Operation

Computer Support Services (CSS) supports the use of personal computers and networks owned by the College in pursuit of its academic and business operations.

 Overview

Computer Support duties fall into four areas.

1.     The Help Desk, which will

·       Answer questions about MCLA Central software applications, advise on basic application troubleshooting and log hardware and network issues for the other three areas.

·       Maintain the student computing labs in Mark Hopkins rooms 4 through 7.

·       Install and configure network connections in the dorms for resident students.

·       Aid other members of CSS staff in distributing account information.

2.     Network/Server administration, which will

·       Maintain computer and network accounts.

·       Maintain the LAN network infrastructure.

·       Operate various servers for file, print and information sharing.

3.     Desktop devices installation/maintenance which will

·       Install new desktop equipment.

·       Install and configure desktop software.

·       Repair hardware and or resolve issues through vendor service contracts.

4.     Assistance in selection and purchase, which includes

• Advise users in selecting hardware and software.
• Research options and prices.
• Prepare paperwork for purchases.
• Receive goods and arrange for installation by other members of CSS.

The Computer Help Desk

The Help Desk is physically located in the center of the first floor in Mark Hopkins Hall.  It is staffed by student Consultants who work under the direction of a full time Help Desk manager.  Please see the HelpDesk's service policy. 

Problems can be brought to the Help Desk in person, by phone at x5276 or by email at helpdesk@mcla.edu.  Consultants are trained to resolve most common problems with the MCLA's Central software and can provide basic trouble shooting help with general operating issues on Course/Office software. (See Software and Support Policy for definitions and a list of currently supported applications.)  Problems beyond their capabilities are escalated via a Help Desk ticket to the manger and, if he cannot resolve them, are referred to other areas of CSS. (See Computer Support Procedures.)

Help Desk workers are responsible for the physical security of Murdock lab rooms and for direct support of students and instructors using them. As above, Consultants can answer questions about the basic operation of all software installed on lab machines and have a good knowledge of Central Software.  They do not teach use of the software or help with assignments.  If students need to know how to use certain software for classroom assignments, it is assumed that this knowledge will be conveyed as part of the course.   

Resident students who want to attach their computers to the residence network can do so through an automated registration system. Help with this system is provided by the HelpDesk. In certain situations, computers may have configuration, software or hardware problems that prevent them from being connected easily to the dorm network. In these cases it is required that students bring their computers to the HelpDesk where the technician will diagnose the problem and work to resolve it. Please see the service policy for more information.

The Lab Support staff is the initial point of contact for students, staff and faculty members who wish to acquire (or re-acquire) their login information.  A current MCLA ID card must be brought to the Murdock Lab Staffbefore any information is released.  More detail on accounts follows in the next section.

Network/Server Administration

Computer Support employs a network specialist who maintains the entire network infrastructure.  Among his duties is maintenance of user accounts.  Access to network services is through a variety of password-protected logins.  New users must come in person to the Help Desk, present a valid College ID and sign a form agreeing to abide by certain usage guidelines.   (For more information, see Account Procedures, User Agreement form and Acceptable Use Policy.) 

Accounts are authorized either by an electronic data transfer from the College student records system or by a formal communication from the Personnel office.    These communications confirm that an individual is officially considered a student or employee, respectively.  Similar data transfers from the student records system terminate a student's accounts in the semester following the student's departure.  Alumni are offered an extension for use during the semester following their graduation.  (See the Alumni Account Policy.)  A formal process has also been set up for closing accounts of employees who depart.